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Découvrez les fonctionnalités de Dynamics 365 Customer Service

Personnalisez votre service grâce à une visibilité à 360 degrés sur vos clients

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

Interact with customers on their preferred channel—including chat, SMS, Facebook Messenger, WhatsApp, WeChat, Line, and more—using Customer Service omnichannel capabilities.

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

Quickly offer the most appropriate knowledge articles using relevance search. Select articles faster with highlighted search-term matches in the results list.

Empower your teams with enhanced productivity tools

Optimize agent performance and improve customer engagement by analyzing operations and interactions using Dynamics 365 Customer Service Insights, sentiment intelligence, and supervisor experiences.

Empower agents to be more productive and to avoid escalations. Make smarter recommendations with agent-facing bots that use contextual data about customers and your business.

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

Intelligently route cases by topic or channel. Automatically assign cases to the agent best equipped to resolve them by using custom entity routing embedded in Customer Service omnichannel capabilities.

Measure and act on customer feedback submitted through surveys after every service engagement by combining customer data with survey insights from Microsoft Forms Pro, 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.

Unifiez vos technologies pour valoriser davantage vos données

Créez une source fiable et unique et prenez des décisions commerciales plus avisées avec Common Data Service. Facilitez une compréhension commune des données de l'entreprise, actualisées en permanence à partir de différents flux d'applications professionnelles, depuis et vers le même lac de données.

Apprenez-en plus sur Common Data Service

Use the Common Data Model to do more with your data. Ensure that customer service agents are referencing the same customer data as other departments in your company, across all business processes and apps.

Apprenez-en plus sur le Common Data Model

Reveal insights from your data with AI when compiled in a single secure location. Realize its full potential by combining Customer Service with industry-leading AI apps—including Microsoft Power Virtual Agents, Customer Insights, and Customer Service Insights.

Apprenez-en plus sur Dynamics 365 AI

Découvrez les solutions pré-intégrées de Microsoft et nos partenaires sur AppSource

Provance ITSM

Par Provance ITSM

Dynamics 365

The most Microsoft-centric ITSM and ITAM solution available.

Five9 Cloud Contact Center

Par Five9

Dynamics 365

Intelligent Cloud Contact Center for Microsoft Dynamics 365 and Microsoft Teams

Cisco Webex Contact Center for Microsoft Dynamics

Par Cisco Systems, Inc.

Dynamics 365

Webex Contact Center integration for Microsoft Dynamics CRM

Hootsuite Microsoft Dynamics 365

Par Hootsuite

Dynamics 365

Hootsuite Microsoft Dynamics 365 to enrich lead, opportunities, & case data with social information.

Red Box call / voice recording for Dynamics 365

Par Red Box

Azure for Web Apps

Take your sales to the next level with the combined power of Red Box and Dynamics 365 Sales Insights

ScreenMeet for Support

Par ScreenMeet

Dynamics 365

Enterprise Remote Support for the customer experience service evolution

The Dynamics 365 All-Channel Communications Solution

Par Solgari

Dynamics 365

Solgari is the first all-channel, all-functionality cloud communications solution for Dynamics 365.

Sprinklr Modern Care for Dynamics 365

Par Sprinklr, Inc.

Dynamics 365

Empower your Dynamics 365 with Customer Care on 25 Social + 10 Messaging Channels

Tenfold Next Generation CTI for Dynamics 365

Par Tenfold

Azure for Web Apps

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

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