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Microsoft Dynamics 365 Customer Service, Enterprise Edition (Government Pricing)
Earn customers for life
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Dynamics 365 Customer Service capabilities
Exceed customer expectations by delivering exceptional service on any channel.
Make Agents’ Work Effortless
- Agent Desktop: Enable your agents to do their best work with an all-in-one, multisession desktop experience, including profile histories and engagement transcripts.
- Case Management: Provide your agents with the ability to track and resolve customer issues quickly with context for an end-to-end customer journey.
- Collaboration: Bring experts together to quickly resolve complex cases through embedded Microsoft Teams and intelligent case swarming.
- AI Agent Assistance: Help agents be more efficient with real-time insights, visibility into active conversations, and proactive recommendations.
- Intelligent Routing: Increase first-contact resolution with intelligent unified routing that classifies issues and assigns them to agents with the right skill set.
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Enable Intelligent Self-Service with Automation
Automate routine tasks as well as sophisticated transactions.
Conservational Chatbots
- Quickly and easily create in-house solutions with no-code to low-code conversational chatbots.
Knowledge Management
- Provide customers with immediate access to the right content and knowledge articles.
Community Portals
- Collaborate, share tips, and glean rich insights from other users and experts with personalized community portals.
Virtual Agent Chatbots
- Provide answers in real-time with AI-powered virtual assistants and chatbots.
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Customer and Channel Analytics
Get precise insights into customer engagement center performance to track KPIs and find opportunities to enhance CSAT.
Robotics Process Automation
- Eliminate manual processes with more than 700 prebuilt flows, and add custom data connectors to your ecosystem.
Comprehensive Reporting
- Monitor success using unified KPIs and understand agent actions with knowledge search insights.
Open and Extensible in a Single, Unified Platform
- Increase efficiency and reduce costs by building upon existing capabilities and seamlessly integrating with business applications—all within one platform.
Conversational Analytics
- Detect emerging trends and identify opportunities for improvement across support topics, agent-customer interactions, and knowledge management.
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Voice Channel
Quickly set up phone systems for agents to assist customers on a scalable platform built, owned, and operated by Microsoft.
Real-Time Translation
- Effectively communicate with customers in the language of their choice.
Sentiment-Based Routing
- Based on the customer’s emotions and needs, route the case to the right agent, every time.
Digital Engagement
- Whether it’s through email, text message, social network, or virtual assistant, provide faster service to customers on their digital channel of choice.
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360-Degree View of Customers
Seamlessly manage customer requests from any channel while handling multiple sessions at the same time.
Sentiment Analysis
- Deliver personalized responses in context through AI that monitors customer engagements and understands customer emotions and needs in real time.
Predictive Targeting
- Track and analyze customer behavior and data to identify engagement opportunities, increase CSAT, reduce cart abandonment, and increase revenue.
Biometric Authentication
- Use voice and behavioral recognition for a fast and personalized way to verify customer identities.
Customer Journey Analytics
- Gain insights on how consumers interact with the brand throughout their journey and tailor personalized offers and recommendations.