Create an All-in-One Digital Contact Center with Dynamics 365 Customer Service

Microsoft Dynamics 365 Customer Service is a module that helps in the automation of customer service that streamlines knowledge and case management, offers visibility into the performance of the customer service department with reports and dashboards, and also enables personalized customer service along with a customer view of 360-degree.

Dynamics 365 Customer Service brings out a fantastic set of capabilities across tailored customer service engagements, self-service support, and rich knowledgebase portals that help in improving the effectiveness of the agents and also customer satisfaction.

However, with the availability of the first-party voice channel for Dynamics 365 Customer Service, this platform has become a complete digital contact center solution.

So, here’s what makes Microsoft Dynamics 365 Customer Service the perfect digital contact center and how companies can use this platform to provide personalized and consistent services to their clients across every channel.

How to create an all-in-one Digital Contact Center with Microsoft Dynamics 365 Customer Service?

Take a look at how the use of voice has created the route for organizations to build an all-in-one digital contact center.

  1. Unifying the Customer Service Organization

Microsoft Dynamics 365 Customer Service offers a unified and single data platform that assists in bridging traditional data between different channels. With the integration of customer conversations across different channels and using instant and rich insights, agents can have a holistic view of the contact center and finally offer incredible customer experiences.

  • Automating routine tasks

Among the most important capabilities of Microsoft Dynamics 365 Customer Service is to offer agents and customers the power to automate routine tasks. The voice channel that is AI-infused makes it easy for organizations to enhance the agent and customer experience; real-time transcription can easily eliminate the requirement to take notes, live sentiment analysis helps in the analysis of customer emotions. It also helps in helping different customers in different locations, and also the proactive recommendations of AI help in resolving the issues much faster.

  • Act on issues quickly

The advanced AI capabilities of Microsoft Dynamics 365 Customer Service make the tasks much easier regarding identifying the emerging issues. By properly analyzing all voice and messaging conversations, agents can easily resolve bottlenecks while revealing some other opportunities for enhancing customer care services.

  • Helps in gaining real-time insights

With the help of the Microsoft Dynamics 365 Customer Service, agents can easily unify insights across all types of customer interactions that include chats, voice messages, cases, and social messages. These insights help them in offering seamless voice and chat connectivity, along with extensibility with different business applications and intelligence at all steps of the customer service experience.

  • Enables personal calls

Microsoft Dynamics 365 Customer Service enables virtual and human service agents to offer personalized experiences across every channel.

By bridging existing data and integrating tools, this platform allows an end-to-end view regarding the journey of customers, enabling agents to provide a customer service experience that is intelligent, consistent, and also personalized.

  • Helps in enhancing collaboration

This Microsoft Dynamics 365 Customer Service also helps in improving collaboration between SMEs and agents. Embedded Teams of Microsoft make it much easier to resolve issues much faster by working together, hence, improving customer experience.

Therefore, the introduction of Microsoft Dynamics 365 Customer Service and its new voice channel have made it easy for organizations to create an all-in-one digital contact center.