Microsoft is announcing the expansion of Microsoft Dynamics 365 Customer Service omni-channel capabilities to include a new voice channel. The addition of this channel gives businesses the scale and reliability of the calling platform that powers Microsoft Teams worldwide today. With native voice, businesses receive seamless, end-to-end omni-channel experiences within a single solution, ensuring consistent, personalized, and connected support across all channels of engagement. This end-to-end solution unifies all points of customer interaction data, enabling businesses to simplify and streamline their processes, gain instant insights into trends, and deliver faster resolution from AI-driven assistance—all while ensuring your data remains secure and compliant, backed by the trusted Microsoft cloud.
Watch the video to learn more about the new voice channel for Customer Service.
Typically, customer service organizations must manually integrate standalone telephony and CRM solutions, which results in fragmented experiences for agents and customers across engagement channels. Ultimately, these stitched-together solutions from multiple providers are not only complex to roll out and maintain but also create data silos with disconnected insights of customer interactions and agent performance across channels. The addition of the voice channel enables Customer Service to offer businesses a solution that minimizes failure points caused by custom-built, complex integrations and maximizes the ability to create better customer and agent experiences. This single, holistic solution also makes it easier to scale to meet ever-changing business needs.
We also recognize that businesses may want to leverage Microsoft Dynamics 365 in partnership with their existing provider. Whether the goal is a single, one-stop-shop solution or enabling a seamless experience between telephony providers and Customer Service, Dynamics 365 has it covered.
Microsoft’s new voice channel for Customer Service enables an all-in-one customer service solution without fragmentation or manual data integration required, and enables a faster time to value. Our solution provides a single view of the customer that empowers agents to provide personalized service across all channels, and true omni-channel analytics and insights for agents and supervisors alike.
Because this solution is built on Microsoft’s own infrastructure, added benefits are available right out of the box that enable organizations to:
The voice channel will begin rolling out to select regions in the first half of 2021. Stay tuned for more information.
Blog Courtesy of: Microsoft Dynamics 365 Blog
Featured
Aug 3, 2021
3 aspects to consider when migrating to Dynamics 365 in the cloud.
Aug 3, 2021
Migrating your on-premises business applications to the cloud can be like building your very own dream home. It's incredibly exciting and will be perfect for your unique needs but can feel daunting when going at it alone. Ensuring you have a strong plan is crucial. Let's explore this metaphor a bit more as we examine three critical components in your cloud journey and how you can leverage the Microsoft Dynamics 365 Migration Program all along the way.
Aug 3, 2021
May 27, 2021
Microsoft Dynamics 365 Marketing and Canadian Anti-Spam Legislation (CASL)
May 27, 2021
May 27, 2021
Jan 14, 2021
Pricing and Quoting Software Benefits Many Vertical Markets
Jan 14, 2021
Price-and-quote software helps manufacturers and distributors address many challenges including product complexity, regulatory requirements, global competition, supply-chain volatility and skilled labor shortages.
Not only are these challenges mitigated, in many instances, the best Configure Price Quote software delivers a decided competitive edge to the using enterprise. This edge is evidenced by increased selling velocity, decreased time to market, a better customer experience and, ultimately, higher customer satisfaction.
Jan 14, 2021
Jan 14, 2021
7 Advanced Features to Specify in a Pricing-and-Quoting Solution
Jan 14, 2021
Pricing-and-quoting solutions for complex products are built around three major functionalities:
These three elements work together to ensure the correct price for the correct product is quoted and documented based upon the information known at the time of the quote.
Jan 14, 2021
Jan 14, 2021
Manufacturing During The New Normal of COVID-19
Jan 14, 2021
COVID-19 has resulted in the transformation of office environments to facilitate what has been called a “new normal” for workers.
Working during this time features a higher percentage of stay-at-home workers, office-environment signage and traffic-flow products designed to maintain the physical separation of onsite workers.
The elimination of meetings and common areas are typical of most offices, and the continuous and ongoing sanitizing of printers, copiers and other jointly used equipment is all part of the new work reality.
Jan 14, 2021
Nov 13, 2020
Build targeted user experiences efficiently by using app profiles in multisession apps
Nov 13, 2020
Nov 13, 2020
Oct 15, 2020
How Dynamics 365 is Allowing Credit Unions to Excel in The Digital Age
Oct 15, 2020
The upside to prioritizing the need to jump on board the digital revolution, is adopting technology that is designed to get you ahead of the competition, and when it comes to your Credit Union being able to stand above the rest demands insight into what your customers are looking for from your brand.
Oct 15, 2020
Oct 8, 2020
How the Miami Heat Digitally Transformed Their Fan Engagement
Oct 8, 2020
By using Microsoft Dynamics 365 Customer Insights, a customer data platform, Jafarian’s team has a deep understanding of their fans in a 360-degree view with every touchpoint. Combining data sources like external ticketing, food and beverage systems, point of sales, and e-commerce in one place provides the insight on what concessions fans visit or what jersey size they buy.
Oct 8, 2020
Sep 30, 2020
Sep 30, 2020
In today’s environments, your customers are facing a new set of challenges to digitally transform their business effectively. Businesses are required to be even more agile, adjusting and adapting existing processes in response to new employee and customer needs. Microsoft business applications are built to help customers respond and adapt in real time, navigate current environmental challenges, and make powerful planning decisions for the future.
Sep 30, 2020
Sep 24, 2020
Dynamics 365 - New voice channel streamlines omni-channel customer experiences
Sep 24, 2020
Microsoft is announcing the expansion of Microsoft Dynamics 365 Customer Service omni-channel capabilities to include a new voice channel. The addition of this channel gives businesses the scale and reliability of the calling platform that powers Microsoft Teams worldwide today. With native voice, businesses receive seamless, end-to-end omni-channel experiences within a single solution, ensuring consistent, personalized, and connected support across all channels of engagement. This end-to-end solution unifies all points of customer interaction data, enabling businesses to simplify and streamline their processes, gain instant insights into trends, and deliver faster resolution from AI-driven assistance—all while ensuring your data remains secure and compliant, backed by the trusted Microsoft cloud.
Sep 24, 2020
FOLLOW US ON SOCIAL
