Empower your agents and transform customer service
- Save agents time by using Copilot in Dynamics 365 Customer Service to diagnose, troubleshoot issues, and help draft customer responses.Empower agents with sentiment analysis, translations, transcriptions, and AI-recommended knowledge articles.Increase first-call resolution with AI-based routing that classifies issues and assigns them to the best-suited agent.Bring together experts who resolved similar cases, and then collaborate in Microsoft Teams for quicker issue resolution.
- Resolve customer issues in real time with intelligent, conversational, generative AI-powered bots.Resolve issues quickly through human-like interactions with generative AI-powered, conversational interactive voice response.Increase productivity by automating routine tasks as well as complex transactions.Collaborate, share tips, and gather rich insights from other users and experts in personalized community portals.
- Access an omnichannel insights dashboard with AI-driven conversation and channel analytics, and KPIs all in one place.Detect emerging trends and identify improvements across support topics, agent-customer interactions, and knowledge management.Eliminate manual processes with more than 1,000 prebuilt flows and add custom data connectors to your ecosystem.Plan for the right level of staffing based on seasonality, predicted number of cases, and conversational volume with the forecast report feature.Reduce costs by building on existing capabilities and interoperating with other business applications—all on a single platform.
- Quickly set up phone systems for agents to assist customers on a scalable platform built and operated by Microsoft.Provide faster service to customers on their preferred digital channel, including email, text, social network, or virtual assistant.Effectively communicate with customers in the language of their choice using real-time translation.Based on the customer’s emotions and needs, route the case to the right agent every time.
Back to tabs- Seamlessly manage customer requests from any channel while handling multiple sessions at the same time.Use voice and behavioral recognition for a fast and personalized way to verify customer identities.Deliver personalized responses with AI that monitors customer engagement and understands customer intent in real time.Gain insights through customers’ interactions and journeys to personalize offers and recommendations.
The Total Economic Impact™ Of Microsoft Dynamics 365 Customer Service
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[1] Results are over three years for a composite organization based on customers interviewed for a commissioned study delivered by Forrester Consulting, The Total Economic Impact™ of Microsoft Dynamics 365 Customer Service, February 2024.
[2] Gartner, Magic Quadrant for the CRM Customer Engagement Center, Pri Rathnayake, Wynn White, Drew Kraus, 1 November 2023.
Gartner is a registered trademark and service mark and Magic Quadrant is a registered trademark of Gartner, Inc. and/or its affiliates in the U.S. and internationally and are used herein with permission. All rights reserved.
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