Dynamics 365 Customer Service capabilities
Discover the end-to-end solution that delivers consistent, connected support across all channels.

Capabilities
Get the latest on Dynamics 365 Customer Service

Transform support with Customer Service
Exceed expectations with a customer service solution that supports seamless experiences for both your customers and employees.

New voice channel streamlines omnichannel customer experiences
Announcing the expansion of Customer Service omnichannel capabilities to include a new voice channel, built on Azure Communication Services.

Innovation on the service suite of Dynamics 365 applications
Announcing an expansive scope of features coming to Customer Service, Field Service, and Remote Assist during the 2020 release wave 2.

What’s new in the 2020 release wave 2
See what’s new on the Customer Service road map in our 2020 release wave 2.

"We made an all-in investment in technology. Our initiative has subsequently expanded tenfold. It wasn’t until we moved to Dynamics 365 that we were actually able to grow."
Ben Sand
CEO, The Contingent
Introducing the new voice channel

With integration enabled by Azure Communication Services, get immediate access to insights—from customer interactions to AI-driven topic clustering—to quickly identify factors that affect customer satisfaction.

Resolve customer issues fast using self-service solutions like conversational virtual agents and agent productivity tools like call transcription and sentiment analysis.

Whether the conversation takes place on a voice or digital messaging channel, support remains consistent and connected—resulting in personalized customer experiences and more successful outcomes.