Dynamics 365 for Customer Service

Effortless service through any channel

Empower customers and agents with the tools they need to ensure quick and accurate resolution, every time.

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Engage with customers on any channel or device

Community

Make it easy to find answers through self-service, community, or social channels. Intelligently route cases from any channel to the right agent for quick resolution.

AI agents

Automate resolution and free up agents for high-value interactions. Built on the most powerful AI customer service framework in the market.

Predictive care

Keep customers happy by avoiding service and support issues. Analyze data from connected devices and take action before warning signs become a problem.

Deliver fast, personalized service and support

360 profile

Deliver value at every touchpoint. A 360-degree view of each customer’s journey enables agents to anticipate needs and personalize every interaction.

ML recommendations

Use service and support as an upsell or cross-sell opportunity by empowering agents with machine learning driven recommendations.

AI agents

Empower agents with AI customer service assistants: empower agents to be more productive and avoid escalations.

Learn from every interaction

Opportunities

Create opportunities to improve the service experience through direct survey feedback, discussion forums, and social listening.

Onboarding

Quickly onboard new agents and keep them up to date on new features and identified best practices with tailored in-app learning that’s always available.

Optimization

Optimize staffing levels and allocate resources based on popular channels, trending issues, and required skills to address fluctuations that occur daily and over time.

Get AI-driven insights to improve support

Build loyalty

Quickly identify and respond to current and emerging trends with built-in artificial intelligence.

Improve satisfaction

Reduce wait times, improve resolution rates, and increase customer satisfaction.

Increase efficiency

Quickly evaluate and respond to key performance indicators with out-of-the-box dashboards.

Boost productivity and increase revenue!

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