Did you know that 86% of buyers are willing to pay more for a better customer experience? In today’s competitive market, having a seamless, integrated omnichannel strategy is no longer optional—it’s essential.
Dynamics 365 Customer Service offers a modern customer experience by enabling the routing of issues based on the agent’s skills, ensuring that customers are connected with the most qualified representative. It also provides a comprehensive 360-degree view of the customer, allowing agents to access all relevant information at a glance.
New functionalities have been added, including the ability to automate problem-solving either fully or partially with Copilots. Additionally, ongoing voice conversations can now be transcribed in real-time into text, and Copilot can provide a summarized overview of the conversation, enhancing the efficiency and effectiveness of customer interactions. Not to forget the sentiment which tone conversation took place it can be stored to conversation as well.
Voice-channel
With Azure Communication Service voice channel can be brought to Dynamics 365 Customer Service. Channel uses VOIP and it’s used with agents with workstations headset, no need for external voice apps installations nor pricey integrations with phone systems. CSP directs call to ACS, which notifies agent for incoming call in D365 Customer Service workspace and opens conversation. Caller is identified and conversation is attached to account where caller is connected to automatically. Conversations can viewed in contacts or accounts timeline and summarized into conversation data. Outbound calls have same experience and call can be launched from contacts or accounts telephone number and then agent can select from which number call are made.
Chat-channel
With Copilot studio you can make intelligent chat bot which can resolve automatically some cases at the first level with using previously resolved similar cases, or using knowledge base or even get information from various endpoints. When chat bot is leveraged with Power Automate and its 1000+ connectors your possibilities are almost endless to automate your chatbot for resolving cases.
SMS-channel
If your customer service process includes more asynchronous communication the SMS channel would be the right choice to have it. This can be especially useful when customer lack internet access. Customer identification naturally founds there too and it is linked as conversation to contacts/account timeline. Queue and routing options can be setup also to have agent pool to respond in specified open hours to be configured for the channel.
Teams-channel
In Customer service there is also option to set up quick teams call with customer and use video and / or shared screen to resolve the issue.
Email-channel
The Omnichannel email channel in Dynamics 365 routes customer emails to the right queues, allows agents to manage them within a unified interface, and links interactions to customer records for efficient support. It integrates with other channels for a seamless customer service experience.
Agents experience
All these channels are in single interface so agent can efficiently interact with customer in one platform and don’t need to jump over between various systems. Platform provides contextual customer information including complete history of previous interactions, purchase history, relevant notes, allowing them to provide personalized and informed support.
Omnichannel’s automation capabilities streamline case routing, ensuring that inquiries are directed to the most qualified agents based on skills, availability, and workload. This not only speeds up resolution times but also reduces agent stress by balancing the workload more effectively.
All these channels interactions can be managed from Omnichannel Agent Dashboard where they can be tracked and respond to ongoing conversations, ensuring that all interactions are efficiently managed.
Functionalities in a nutshell
- Live Transcription of the conversation
- Sentiment analysis
- Redirect to another agent
- Compile a brief summary for conversation with Copilot
- Automatic caller recognition and mapping to conversation
- Support for Finnish language
- Routing conversation based on agent skills and availability
If your company want to jump to modern day way to interact with the customers and are keen to hear more, please get back to us (Product Manager: sakari.pennala@bofor.com) and we setup Microsoft Dynamics 365 Customer service with omnichannel to your environment and start the journey with better customer service experience to your customers.