Microsoft Dynamics 365 Blog

Customer Service voice support channel launches in Canada  

1 min read

Since the November 2021 launch in select geographic regions of the native voice channel in Microsoft Dynamics 365 Customer Service, we have been expanding worldwide to satisfy growing customer demand. We are proud to announce that we now support local country regions as well. As of November 30, 2022, the voice support channel is live Read more

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Find email templates faster in Customer Service 

1 min read

Templates are a fast and easy way to send consistent, professional, preformatted email messages. They’re a time-saving feature that agents love—except when they forget the name of a template or have so many that quickly finding the right one becomes a challenge. Read more

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Add voicemail to your call queue management 

2 min read

Microsoft Dynamics 365 Customer Service now offers voicemail as part of its omnichannel engagement capabilities. Currently in preview, voicemail can be a valuable component of your call queue management, as an overflow option on a voice queue or when a direct call to an agent goes unanswered. Read more

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Collaborative customer support helps agents resolve issues faster 

2 min read

With most customer support agents now working remotely, the days of getting help from a peer in the next cubicle are over. Working in isolation, agents are frustrated, issues take longer to resolve, and customers aren’t happy. But while agents are isolated, resolving a customer issue often requires input from multiple departments across the company. Read more

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Discover new ways to analyze your Customer Service data 

4 min read

To run a digital contact center effectively, supervisors need up-to-the-minute insights on all the activity between agents and customers. With new enhancements to Microsoft Dynamics 365 Customer Service, it’s easier than ever to find and customize the historical analytics you need to identify key areas for improvement. Read more

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