Increase customer satisfaction and take your service quality to the next level.
By centrally managing requests from multiple channels like email, chat, SMS, and voice, you can increase your team’s productivity with Copilot-powered recommendations. With real-time analytics and automation features, you can continuously improve the customer experience. Create a strong, seamless, and satisfaction-focused customer service experience across all channels.
Key features and benefits:
- Automatic case management: All customer communications are kept in the concept of “case”, routing, status tracking and SLA management can be implemented.
- Omni-channel communication: Chat, email, phone, digital messaging channels are supported in an integrated manner.
- Copilot & artificial intelligence support: The workload of agents is reduced with features such as case solution suggestions, automatic answers, sentiment analysis, and translation support.
- Analytics and reporting: KPIs such as agent performance, resolution time, and customer satisfaction are monitored in real time.
- Knowledge base: Self-service documents and articles are supported for agents and customers.
Call Center
Modernize your call center and redefine the customer experience.
Dynamics 365 Contact Center is Microsoft’s next-generation cloud-based “Contact Center as a Service (CCaaS)” solution. Integrated with the Customer Service platform, this solution transforms your call center operations into an AI-powered, flexible, and scalable structure. You can meet your customers through their preferred channels, route requests to the right experts with intelligent routing, and reduce processing times with self-service solutions. By increasing operational efficiency with real-time analytics, you can maximize customer satisfaction.
Bring together speed, efficiency, and a great customer service experience with Dynamics 365 Contact Center.
Key features and benefits:
- Omni-channel customer interaction: Seamless switching between channels like voice, SMS, web chat, email, social media.
- Intelligent routing: Automatically distributes customer requests based on subject, urgency and agent competencies.
- Self-service + IVR integration: With Nuance IVR and Copilot-powered self-service solutions, customers can “do it themselves.”
- Real-time analysis and optimization: KPIs, agent performance and call center efficiency are monitored in real time and improvement suggestions are provided.
Field Services
Dynamics 365 Field Service is a comprehensive Microsoft solution designed to optimize and streamline field service operations. It empowers organizations to deliver exceptional on-site service experiences by efficiently managing work orders, scheduling resources, and leveraging Internet of Things (IoT) technology. You can support your field teams anytime with mobile access and improve operational efficiency with inventory tracking and automation features.
- Work order & planning: Service requests are created, assigned to the field and scheduled.
- Mobile work with integration: Teams can view and take action on tasks from their mobile devices and even work in offline mode.
- Route optimization & resource planning: Automatically calculates the most efficient routes and work assignments.
- Collaboration and connected tools: With Outlook and Teams integration, business processes and communication can be brought directly to the field.
Completed Corporate Projects
300+ Projects
Thousands of businesses rely on Microsoft Dynamics 365 to deliver a seamless customer experience across their customer contact processes.
