Dynamics 365 for Customer Service capabilities
Personalise customer service and create effortless support experiences through any channel and on any device.
Deliver fast, personalised service and support
Deliver value at every touchpoint
A 360-degree view of each customer’s journey enables agents to anticipate needs and personalise every interaction.
Guide agents to optimal outcomes
AI-driven insights guide agents to the right actions by surfacing relevant information exactly when they need it.
Resolve issues proactively
Avoid service and support issues with predictive care. Analyse data from connected devices and take action before warning signs become a problem.
Engage with customers on any channel or device
Make it easy to find answers through self-service, communities. Intelligently route cases from any channel to the right agent for quick resolution.
Learn from every interaction
Improve agent performance
Analyse contact centre operations and agent interactions to improve customer engagement. Promote optimal behaviour with individual games and team competition.
Speed onboarding and adoption
Quickly onboard new agents and keep them up to date on new features and identified best practices with tailored in-app learning.
Enable an agile support model
Optimise staffing levels and allocate resources based on popular channels, trending issues, and required skills to address fluctuations that occur daily and over time.
Innovate with AI-driven insights
Ensure the best performance
Empower customer service managers to make data-driven decisions that improve customer satisfaction and workforce productivity with Dynamics 365 Customer Service Insights.
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