We’re asserting the growth of Microsoft Dynamics 365 Customer Service omnichannel capabilities to incorporate a brand new voice channel, built on Microsoft Azure Communication Services. The addition of this channel offers companies the dimensions and reliability of the calling platform that powers Microsoft Groups worldwide right this moment. With native voice, companies obtain seamless, end-to-end omnichannel experiences inside a single resolution, making certain constant, customized, and related help throughout all channels of engagement. This end-to-end resolution unifies all factors of buyer interplay information, enabling companies to simplify and streamline their processes, acquire on the spot insights into tendencies, and ship quicker decision from AI-driven help—all whereas making certain your information stays safe and compliant, backed by the trusted Microsoft cloud.

Watch the video to be taught extra about our new voice channel for Customer Service.

Addressing the fragmented expertise

Usually, customer support organizations should manually combine standalone telephony and CRM options, which leads to fragmented experiences for brokers and prospects throughout engagement channels. Finally, these stitched-together options from a number of suppliers aren’t solely advanced to roll out and keep but additionally create information silos with disconnected insights of buyer interactions and agent efficiency throughout channels. The addition of the voice channel allows Buyer Service to supply companies an answer that minimizes failure factors brought on by custom-built, advanced integrations and maximizes the flexibility to create higher buyer and agent experiences. This single, holistic resolution additionally makes it simpler to scale to satisfy ever-changing enterprise wants.

We additionally acknowledge that companies could wish to leverage Microsoft Dynamics 365 in partnership with their current supplier. That’s why we proceed to help integrations with key Microsoft companions together with Five9, Genesys, NICE InContact, Solgari, Tenfold, and Vonage, who’re constructing connectors that make it straightforward to allow their voice options inside Buyer Service. Whether or not the objective is a single, one-stop-shop resolution or enabling a seamless expertise between telephony suppliers and Buyer Service, Dynamics 365 has it lined.

Microsoft’s all-in-one resolution

Our new voice channel for Buyer Service allows an all-in-one customer support resolution with out fragmentation or handbook information integration required, and allows a quicker time to worth. Our resolution supplies a single view of the shopper that empowers brokers to offer customized service throughout all channels, and true omnichannel analytics and insights for brokers and supervisors alike.

As a result of this resolution is constructed on Microsoft’s personal infrastructure, added advantages can be found proper out of the field that allow organizations to:

  • Simplify their resolution. Streamline the setup, upkeep, and administration of your customer support resolution by eliminating administration of a number of contracts, upgrades, integrations, information sources, and consumer experiences, all backed by the protection, reliability, and compliance of Microsoft’s Azure.
  • Get on the spot visibility into tendencies throughout all channels. Rapidly establish elements to enhance the shopper’s general expertise via entry to insights together with buyer interactions, buyer satisfaction throughout channels, and superior matter clustering.
See key performance metrics and actionable insights across channels and drill in for deeper analysis
See key efficiency metrics and actionable insights throughout channels and drill in for deeper evaluation.
  • Leverage AI to resolve points quicker. From AI-powered digital brokers to real-time agent productiveness instruments like name transcription, sentiment evaluation, and related case and information article suggestions, lean on built-in AI to resolve buyer points quicker.
  • Streamline self-service capabilities. Microsoft Energy Digital Brokers might be constructed as soon as and deployed throughout messaging and voice channels for max effectivity and consistency.
  • Clever routing for voice. Expertise-aware, computerized name distribution routes calls to the suitable agent based mostly on their particular person abilities and capability and likewise helps routing for blended brokers who work throughout a number of channel varieties.
  • Create true omnichannel experiences. No matter which channel the dialog takes place on, the agent expertise stays constant and related. Brokers obtain full context of earlier buyer interactions throughout all channels, leading to extremely customized buyer experiences and extra profitable outcomes.
With the Dynamics 365 Customer Service, agents can view the real-time call transcript while on the call, see the customer’s details, recent and related cases, and suggested knowledge articles and similar cases that can help agents resolve customer issue more quickly
With the Dynamics 365 Buyer Service, brokers can view the real-time name transcript whereas on the decision, see the shopper’s particulars, latest and associated circumstances, and recommended information articles and related circumstances that may assist brokers resolve buyer problem extra shortly.

Study extra about new and deliberate options

The voice channel will start rolling out to pick areas within the first half of 2021. Keep tuned for extra data and within the meantime, try extra of the nice new and planned features coming to our Customer Service portfolio in the course of the Dynamics 365 2020 launch wave 2.



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