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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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