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
With Microsoft Dynamics 365 Customer Service 2022 release wave 2, we’ve supercharged the humble bookmark. It’s no longer just a way to easily get back to your favorite analytics dashboards. Now you can use bookmarks to get back to your personalized views of those dashboards, no cape needed. Read more
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 October 2022, the voice support channel is live in Read more
We recently announced the unified Customer Service admin center, which consolidates administration experiences across the Microsoft Dynamics 365 Customer Service suite. The unified admin center simplifies setup tasks with a step-by-step guided experience to help admins easily onboard customer service channels. Read more
Unified routing in Microsoft Dynamics 365 Customer Service provides capabilities to connect customers to the best agents. To provide a world-class customer engagement experience, around the clock and across the globe, large organizations rely on multiple vendors and expert pools. Read more
As the world started unwinding from the pandemic, Sarah joined thousands of travelers in booking flights for a long-planned vacation. Realizing she forgot to add her food preferences, she immediately opened a chat on the airline portal. Read more
Skill-based routing automatically assigns the agents with the right skills to work on customer support requests. With skill-based routing in Microsoft Dynamics 365 Customer Service, your call center can reduce the number of queues it operates, improve agents’ productivity, and increase customers’ satisfaction. Read more
In April 2022, we announced the general availability of the Customer Service admin center, which unifies and simplifies administration across the Microsoft Dynamics 365 Customer Service suite. Read more
Customers appreciate the quick access to help that self-service bots provide. They want to be empowered to research and solve issues on their own, which increases their brand loyalty. Knowledge management integration in Microsoft Power Virtual Agents enables customers to find answers from a knowledge base directly in a bot conversation, and still get help Read more
Organizations are looking for ways to offer hyper-personalized service and foster deeper relationships with their customers. Customers want to connect to agents who understand their needs. They feel more comfortable talking to an agent who has served them in the past, knows about their issues, and can resolve them quickly. Agents want to serve their Read more
Automatic assignment of incoming service requests is one of the most powerful capabilities of unified routing, benefiting customers as well as management and agents. A common customer pain point is waiting a long time to reach an agent, only to find out that the agent is unable to solve the issue. Precise automated assignment directly Read more
A comprehensive knowledge base that helps customer service reps find answers to the most common issues quickly is the key to improving productivity and increasing customer satisfaction. Dynamics 365 Customer Service knowledge management enhancements help you make sure agents’ knowledge base searches are both fast and comprehensive. Read more