Reimagine how you engage with customers
Create exceptional customer connections and deliver transformative outcomes using an intelligent contact centre solution.
Deliver exceptional customer journeys
Personalise customer experiences
Deliver connected service experiences that delight customers.
Elevate employee effectiveness
Solve problems faster with actionable insights.
Optimise service operations
Unlock new revenue streams and reduce service costs.
Strengthen your customer connections
Deliver omnichannel service
Build trust with customers by delivering seamless experiences across all channels, including conversational AI, live interaction, and self-service solutions.
Resolve customer issues faster
Improve first-call resolution through intelligent, unified routing that uses AI and rules to classify, prioritise, and assign customer support enquiries to the best-suited agent.
Improve case management
Increase employee effectiveness and cross-team collaboration while delivering personalised experiences that drive customer loyalty.
Evolve field service management
Innovate new business models by transitioning from reactive to proactive and predictive service engagements and frictionless self-service.
Empower agents to close cases faster and decrease backlogs
Enable scale through automation of repeatable tasks and resolve customer needs quickly and easily with intelligent self-service.
80%
Decrease in case backlog1
73%
Reduction in average agent handling time1
50%
Time savings from improved agent productivity1
1 Results from a government agency interviewed for The Total Economic Impact™ of Microsoft Dynamics 365 Customer Service, 2020, a commissioned study by Forrester Consulting.
Introducing the Microsoft Digital Contact Centre Platform
Make every customer engagement exceptional. Discover how to reduce contact centre complexity with a single platform.
Customers delivering exceptional service
Streamlining product service
SHI Cryogenics Group reduced product repair turnaround times from two months to two weeks, providing better support and value for customers.
Providing great fan experiences
The Miami Dolphins now resolve 97 percent of routine customer enquiries with a chatbot, freeing service agents for more complex issues.
Transforming CRM in just five months
Siemens Mobility went from CRM evaluation to deployment in just five months in order to keep pace with its highly collaborative sales process.
Increasing efficiency through automation
PHDC automated tasks to reduce 22 steps down to seven and centralised it data, resulting in the ability to pay contractors in half the time.
Explore service and support products
Exceed customer expectations with products designed to work together.
Dynamics 365 Customer Service
Provide seamless, end-to-end customer service experiences for consistent, connected support across all channels.
Dynamics 365 Field Service
Deliver proactive service, optimised with AI, and empower your frontline workers to increase customer satisfaction.
Dynamics 365 Remote Assist
Empower frontline workers to solve service and support issues in real time on HoloLens, Android, or iOS devices.
Dynamics 365 Customer Insights
Transform customer data into actionable insights and better understand customer behaviour using digital analytics.
Dynamics 365 Customer Voice
Quickly collect and understand omnichannel feedback to build better customer experiences.
Power Virtual Agents
Quickly create sophisticated, intelligent chatbots to resolve common issues and answer service and support questions around the clock.
Azure Communication Services
Add voice, video, chat, and SMS capabilities to apps and websites with just a few lines of code using this fully managed communication platform.
Microsoft Teams
Chat, meet, call, and collaborate to accomplish more across your service and support teams, plus connect with customers.
Power Automate
Drive efficiency across any service or support workstream by automating repetitive tasks, so your teams can focus on what’s needed most.
Power BI
Connect to and visualise all your customer data using a unified, scalable platform for self-service and enterprise business intelligence.
Azure IoT
Connect to, monitor, and control IoT assets enabling remote service and support scenarios and analysis of collective data for planning.
Azure Synapse Analytics
Query data on your terms using a limitless analytics service that can handle all your customer service and support data needs.
Azure Machine Learning
Accelerate the machine learning lifecycle, analysing customer and product data to provide proactive, predictive service and maintenance.
Azure Bot Service
Build conversational AI experiences—including multilingual and multimodal bots—for any customer engagement scenario.
Explore tailored industry solutions
Delight customers using innovative technologies designed specifically for your industry.
Explore resources for service scenarios
Take your customer service to new heights
Learn how businesses are using automation and AI to deliver more sophisticated customer service, with insights from Kate Leggett, Vice President, Principal Analyst at Forrester.
Assess your customer service maturity
Evaluate your organisation’s level of customer service—identify existing gaps and learn how to build a better service experience.
Exceed Customer Expectations by Offering Always-on Service
Learn how to increase customer satisfaction by delivering always-on, scalable, customer-centric experiences.
Five Ingredients to Ignite Always-on Service
Learn how to deliver exceptional service every time by exploring five key elements every organisation can incorporate.
Dynamics 365 Customer Service demo videos
Learn how Dynamics 365 Customer Service helps you earn customers for life.
Dynamics 365 Field Service demo videos
Learn how to maintain business continuity and build ongoing, high-quality customer engagement in this three-episode series.
Learn more about service solutions
How can we help?
Connect with a Microsoft specialist or partner to learn how Dynamics 365 helps grow your business and customer base, ask pricing and licensing questions, or set up a free demo and trial. We’ll contact you within two business days.
For product assistance, get technical support.
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