The Omnichannel for Customer Service application enhances the capabilities of Dynamics 365 Customer Service, enabling organizations to seamlessly connect and interact with customers through channels such as Live Chat, voice, and SMS.
This application offers a modern, customizable, and highly productive platform that enables agents to engage with customers across diverse channels. It incorporates features like contextual customer identification, real-time notifications, integrated communication, and agent productivity tools such as knowledge base integration, search, and case creation, ensuring effective agent performance.
Supervisors benefit from real-time and historical visibility, gaining insights into the operational efficiency of agents and utilization across different channels.
The enterprise-grade routing and work distribution engine allows customers to configure agent presence, availability, and routing rules, ensuring that agents focus on the most relevant engagements.
Chat is an engagement channel that enables your agents to connect with customers in real-time. AI Powered Virtual agent can have multi-turn conversations without using a rigid step-by-step script authored by a customer service manager
SMS is an engagement channel that supports asynchronous mode of communication, and allows your organization to connect to customers by using text messages.
With the voice channel, Omnichannel for Customer Service provides agents with the ability to receive and make public switched telephone network (PSTN) calls through a native calling experience in Dynamics 365.
Using Microsoft Teams as an engagement channel for support of internal functions—such as technical support, human resources, and finance—allows organizations to connect their employees with internal support personnel by using the Omnichannel Add-in for Dynamics 365 Customer Service.
As an agent, when you open Customer Service workspace or Omnichannel for Customer Service, you can select the inbox icon to show all of the cases and conversations that are assigned to you. The inbox is designed to help you efficiently work on high velocity tasks, as well as promote inbox sessions to regular sessions when you need more time to resolve cases and complete your conversations.
Social channels such as Facebook, LINE, and WeChat give you an incredible opportunity to capitalize on the social media trend and engage with your customers in a seamless and personalized experience. In addition to popular social channels, you can create your own custom messaging channel.
