Activate virtual agents for modern self-service solutions; Quickly address and resolve issues using AI-powered virtual agents, freeing agents to handle more complex matters.
Give customers direct access to your knowledge base; Deliver immediate access to the right content at the right time on the right channel.
Share knowledge through community portals; Collaborate, share tips, and glean rich insights from experts and external users.
Detect and correct problems before your customers even notice with embedded Internet of Things (IoT) signals and alerts.
Get a 360-degree view of your customer; Give agents a holistic view of the customer’s profile and previous interactions with your support team.
Help customers engage on their terms; Omnichannel support delivers consistent, connected experiences across channels, including voice, chat, text, Facebook Messenger, WhatsApp, WeChat, Twitter DM, and Line—all from a unified agent desktop.
Anticipate customer needs; Get at-a-glance views of the customer’s conversation summary, support history, and recent cases.
Automatically assign requests to the best-suited agent; Resolve issues faster by using AI and rules to classify, prioritize, and assign customer support inquiries from all channels to the most qualified agent.
Recognized as a Leader
Microsoft is named a Leader in the June 2021 Gartner® Magic Quadrant™ for the CRM Customer Engagement Center.
Help agents get answers faster; Get AI-powered suggestions that use real-time context cues to recommend similar knowledge articles or cases, and reference those resources to resolve customers’ issues quickly.
Multitask with ease; Give agents the option to work across multiple open cases without losing context or work in progress.
Strengthen cross-team collaboration; Quickly resolve complex cases using intelligent collaboration and swarming with Microsoft Teams embedded into the agent desktop.
Act on customer feedback; Combine customer data with survey insights from Dynamics 365 Customer Voice, included with Customer Service.
Streamline the knowledge-search experience; Give agents the information needed to resolve issues quickly by connecting disparate database sources with federated knowledge search.