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Dynamics 365 Customer Service capabilities

Exceed customer expectations by delivering exceptional service on any channel.


All-in-one digital contact centre

Provide seamless, connected experiences across every channel and every customer interaction.

Build an interactive voice response (IVR) and chatbot for text, chat, and social messaging. Or choose hosted Nuance Conversational IVR, which offers natural, humanlike interactions.

Resolve issues quickly using AI and rules to classify, prioritise, and assign customer-support enquiries from all channels to the best-suited agent.

Improve agent experience with AI-driven capabilities such as real-time transcription, translation, and sentiment analysis. Surface knowledge articles and similar cases to help resolve issues faster.

Use AI-driven insights across the customer journey to identify opportunities for improvement. Sharpen your vision with a complete view of customers to build loyalty.

Set up your contact centre in just a few clicks. Add onsite or remote agents and start engaging with your customers in minutes. It’s that easy.

Explore prebuilt solutions on Microsoft AppSource

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Get started with Dynamics 365 Customer Service

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