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Explore Dynamics 365 Customer Service capabilities

Introducing the new voice channel

Get instant visibility into trends across all channels.

With native voice channel integration enabled by Azure Communication Services, you have immediate access to insights, from customer interactions to AI-driven topic clustering, to quickly identify factors that affect customer satisfaction.

Put AI to work for you.

Resolve customer issues faster using AI, built into self-service solutions like conversational IVR and real-time agent productivity tools like call transcription, sentiment analysis, and knowledge article recommendations.

Create true omnichannel experiences.

Whether the conversation takes place on a voice or digital messaging channel, the agent experience remains consistent and connected. Agents receive full context of previous customer interactions across all channels, resulting in highly personalised customer experiences and more successful outcomes.

Personalise service with 360-degree customer views

Deliver value at every touchpoint and personalise every interaction. Better anticipate customer needs by using Dynamics 365 Customer Insights for a 360-degree view of each customer’s profile.

Interact with customers on their preferred channel—including voice, chat, SMS, Facebook Messenger, WhatsApp, WeChat, and LINE, and more—from a single, unified agent desktop.

Create a single, consistent service experience through a threaded view of the customer journey. Ensure every customer receives a unified experience, even if their case is transferred between agents or across channels.

Offer on-demand support with self-service portals. Give customers access to knowledge articles and AI-powered virtual agents to quickly resolve issues, saving time for your customers and your agents.

Empower your teams with enhanced productivity tools

Optimise agent performance and improve customer engagement by analysing operations and interactions. Built-in analytics track real-time sentiment, knowledge-management insights, and support-topic clustering across channels.

Easily switch among open cases or tasks. Give agents the option to work across multiple open cases without losing context of any in-progress work.

Engage experts faster with cross-company collaboration. Use Microsoft Teams to help agents easily connect with subject-matter experts to resolve complex cases more quickly, regardless of their job function or location.

Intelligently route cases by topic or channel. Automatically assign cases to the agent best equipped to resolve them, reducing customer churn and time to resolution.

Measure and act on customer feedback submitted through surveys after every service engagement. Combine customer data with survey insights from Dynamics 365 Customer Voice, included with Customer Service.

Transform your break/fix service model into a proactive and predictive service model with Internet of Things (IoT) diagnostics, IoT device updates, and case management on one platform.

Optimise with AI to improve operational efficiency

Help agents get answers faster. AI-powered suggestions read real-time context cues to recommend similar knowledge articles or cases, which agents can reference to resolve customer issues more quickly.

Use insights reporting to identify key trends and automation opportunities across case topics, engagement channels, knowledge management, and customer-satisfaction drivers to enhance support delivery.

Understand customer interactions in real time using sentiment analysis and translation. Give agents the context they need to steer conversations towards a positive resolution.

Explore prebuilt solutions from Microsoft and our partners on AppSource

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Tenfold Next Generation CTI for Dynamics 365

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Tenfold Cloud-Based Next Generation CTI for Dynamics 365 Customer Service and Sales

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