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  "documentTitle": "TEI Microsoft 365 Copilot",
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      "text": "THE TOTAL ECONOMIC IMPACT OF MICROSOFT 365 COPILOT",
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      "text": "Sales. Sales teams faced inefficiencies managing customer interactions and generating proposals. The manual effort required for these tasks limited their ability to focus on strategic initiatives and improve win rates. Additionally, the lack of a connected experience across the sales cycle hindered effective handoffs and collaboration.",
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      "text": "Customer service. Customer service teams found it challenging to manage and resolve customer queries efficiently. The lack of easy access to relevant information and knowledge impeded their ability to provide timely and accurate responses, affecting customer satisfaction and retention.",
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      "text": "Forrester defines specialized applications as the specific functional area use cases of Microsoft 365 Copilot tailored to departments or roles within an organization. These use cases include tasks such as generating reports in finance, reviewing and summarizing contracts in legal, creating and managing learning materials in HR, and comparing supplier bids in procurement. The applications are designed to drive efficiency, quality, and accuracy in specialized functions, providing targeted benefits to specific areas of the organization. Interviewees across sales, marketing, customer service, legal, HR, finance, and IT teams shared their challenges before the Microsoft 365 Copilot investment. Some organizations are beginning to deploy Copilot agents in specialized applications to increase existing benefits and realize new benefits.",
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