Microsoft Dynamics 365 Customer Omni- channel: Powerful Features

Seamless Multichannel Engagement

Microsoft Dynamics 365 Customer Omni- channel seamlessly connects organizations with customers through diverse digital channels, including Live Chat, voice, and SMS. This robust application extends Microsoft Dynamics 365 Customer Service, enabling instant and efficient customer-agent interactions across these various channels. It ensures customers can reach out through their preferred mode, enhancing customer satisfaction by offering choice and flexibility in how they engage with your organization.

Highly Customizable Agent App

Microsoft Omnichannel for Customer Service provides a modern and highly customizable app for agents to interact with customers across multiple channels. This intuitive application includes essential features like contextual customer identification, real-time notifications, integrated communication tools, and productivity boosters like knowledge base integration and case creation. Agents can efficiently address customer inquiries while maintaining a consistent and high-quality customer experience.

Real-time Supervision and Insights

Microsoft Dynamics 365 Customer Omni- channel provides supervisors real-time and historical visibility into agent operations and channel utilization. This invaluable insight enables effective monitoring and decision-making, maximizing operational efficiency. Assess agent performance, allocate resources optimally, and enhance the overall quality of customer interactions. This real-time supervision capability is instrumental in delivering top-notch customer service experiences.

Configurable Routing and Work Distribution

Microsoft Omnichannel for Customer Service empowers organizations to configure agent presence, availability, and routing rules by featuring an enterprise-grade routing and work distribution engine. Ensure that agents are systematically assigned to the most relevant engagements, reducing response times, and improving customer interaction quality. This customization capability is a game-changer, enhancing operational efficiency and ensuring customers receive tailored and responsive support.

Diverse Communication Channels

Microsoft Omnichannel for Customer Service offers a wide array of communication channels to cater to diverse customer preferences. These channels include Live Chat, SMS, voice calls, Microsoft Teams integration, and popular social channels like Facebook, LINE, and WeChat. Organizations can engage effectively with their customers across their chosen platforms by providing this extensive range of communication options, ensuring a seamless and personalized customer experience.

Efficient Inbox Management

This feature streamlines the management of cases and conversations, allowing agents to handle high-velocity tasks efficiently. Agents can promote inbox sessions to regular sessions when more time is needed to resolve cases and conversations thoroughly. This versatile tool significantly enhances agent productivity and responsiveness by supporting synchronized channels.

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Seamless Multichannel Engagement

Microsoft Dynamics 365 Customer Omni- channel seamlessly connects organizations with customers through diverse digital channels, including Live Chat, voice, and SMS. This robust application extends Microsoft Dynamics 365 Customer Service, enabling instant and efficient customer-agent interactions across these various channels. It ensures customers can reach out through their preferred mode, enhancing customer satisfaction by offering choice and flexibility in how they engage with your organization.

+

Highly Customizable Agent App

Microsoft Omnichannel for Customer Service provides a modern and highly customizable app for agents to interact with customers across multiple channels. This intuitive application includes essential features like contextual customer identification, real-time notifications, integrated communication tools, and productivity boosters like knowledge base integration and case creation. Agents can efficiently address customer inquiries while maintaining a consistent and high-quality customer experience.

+

Real-time Supervision and Insights

Microsoft Dynamics 365 Customer Omni- channel provides supervisors real-time and historical visibility into agent operations and channel utilization. This invaluable insight enables effective monitoring and decision-making, maximizing operational efficiency. Assess agent performance, allocate resources optimally, and enhance the overall quality of customer interactions. This real-time supervision capability is instrumental in delivering top-notch customer service experiences.

+

Configurable Routing and Work Distribution

Microsoft Omnichannel for Customer Service empowers organizations to configure agent presence, availability, and routing rules by featuring an enterprise-grade routing and work distribution engine. Ensure that agents are systematically assigned to the most relevant engagements, reducing response times, and improving customer interaction quality. This customization capability is a game-changer, enhancing operational efficiency and ensuring customers receive tailored and responsive support.

+

Diverse Communication Channels

Microsoft Omnichannel for Customer Service offers a wide array of communication channels to cater to diverse customer preferences. These channels include Live Chat, SMS, voice calls, Microsoft Teams integration, and popular social channels like Facebook, LINE, and WeChat. Organizations can engage effectively with their customers across their chosen platforms by providing this extensive range of communication options, ensuring a seamless and personalized customer experience.

+

Efficient Inbox Management

This feature streamlines the management of cases and conversations, allowing agents to handle high-velocity tasks efficiently. Agents can promote inbox sessions to regular sessions when more time is needed to resolve cases and conversations thoroughly. This versatile tool significantly enhances agent productivity and responsiveness by supporting synchronized channels.

Achieve Excellence: Microsoft Omnichannel for Customer Service + Microsoft Business Applications

Integrate Microsoft Dynamics 365 Customer Omni- channel seamlessly with other Microsoft Business Applications to unleash unparalleled customer engagement. Amplify operational efficiency, enhance customer experiences, and drive business growth through powerful synergies.

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