Simplify your team's work

Resolve issues more quickly with Copilot: Simplify your team’s work by resolving issues more efficiently with Copilot. Save time and effort by using Copilot in Dynamics 365 Customer Service to diagnose, troubleshoot, and create responses for customers.
Gain real-time insights: Empower teams with sentiment analysis, translations, transcriptions, and AI-recommended knowledge articles.
Connect with the right specialist: I enhanced first-call resolution with AI-based routing, which categorizes issues and directs them to the most suitable specialist.
Collaborate in real-time on Teams: Gather experts who have solved similar cases and collaborate on Microsoft Teams for faster problem resolution.

Enable self-service

Provide AI-powered chatbots: Resolve customer issues in real-time with intelligent, conversational AI-enabled bots.
Offer conversational IVR: Quickly address problems through human-like interactions with conversational AI-enabled interactive voice response.
Self-service with automation: Boost productivity by automating routine and complex tasks.
Get answers from community portals: Collaborate, share tips, and gather valuable insights from other users and experts with personalized community portals.

Optimize service operations

Get supervisor insights: Access an omnichannel insights dashboard with AI-driven conversation and channel analytics and KPIs all in one place.
Discover training opportunities: Detect emerging trends and identify improvements in support topics, agent-customer interactions, and knowledge management.
Drive efficiency with automation: Eliminate manual processes with over 1,000 pre-built flows and add custom data connectors to your ecosystem.
Predict and plan team levels: Plan the right staffing levels based on seasonality, predicted case numbers, and conversation volume using the forecasting reporting feature.
Build on an open and extensible platform: Reduce costs by leveraging existing resources and interoperability with other business applications, all on one platform.

Find customers where they are

Set up voice channels: Quickly configure telephony systems for agents to assist customers on a scalable platform built and operated by Microsoft.
Enhance digital engagement: Provide faster service to customers on their preferred digital channel: via email, SMS, social media, or virtual assistant.
Offer real-time translation: Communicate efficiently with customers in their preferred language using real-time translation.
Use sentiment-based routing: Based on customer emotions and needs, always route the case to the right agent.

Show them that you know them

Get a complete view of customers: Seamlessly manage customer requests across any channel while handling multiple sessions simultaneously.
Authenticate with biometrics: Use voice and behavior recognition to quickly and personalized verify customers’ identities.
Analyse sentiment: Provide tailored responses with AI that monitors customer engagement and understands customer intent in real time.
Know customer journeys: Gain insights through customer interactions and journeys to personalize offerings and recommendations.

Personalization and Efficiency

Deliver personalized and efficient service by understanding each customer's unique needs, thus fostering deeper and long-lasting connections.

Process
Optimization

Simplify and streamline service processes, ensuring a quick and effective response, providing a hassle-free experience for both customers and service teams.

Advanced Artificial Intelligence

Harness advanced AI features to anticipate customer needs and offer proactive solutions, taking service to new heights of efficiency and personalization.

Omnichannel Experience

Provide a seamless omnichannel experience, connecting with customers through various channels such as chat, email, phone, and social media, allowing customers to interact at their convenience without compromising communication consistency.

Enhanced Case Management

Improve case management by ensuring that each interaction is recorded and tracked systematically, providing valuable insights to continuously enhance service and strengthen customer relationships.

Microsoft's Cloud Solution for Comprehensive Customer Service

Enhanced lead nurturingand

Instant Insights for Proactive Assistance

Consistent Support Across All Channels

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