Microsoft Dynamics 365 Blog

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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Skill-based routing and one-stop user management help you keep up with customer service demands 

3 min read

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

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Use preferred agent routing to create lifelong customer relationships 

2 min read

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

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Improve CSAT by connecting customers to agents using automatic assignment in unified routing 

2 min read

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

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