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Microsoft NCE Dynamics 365 for Customer Service
Customer service omnichannel support
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Includes 24/7 AppDirect SmartSupport
Your subscription includes AppDirect SmartSupport, end-to-end technical support available 24/7.
Technical support for customers to successfully setup, use, and manage your Microsoft product
- Includes support for Admins and End Users with managed escalations for technical support issues that require intervention from Microsoft
- Assistance with licensed product installation
- How-to questions and advice
- Setup and configuration
- Problem diagnosis and troubleshooting
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Real-time insights
Help agents be more efficient with real-time insights, visibility into active conversations, and proactive recommendations.
Case management
- Provide agents with the ability to track and resolve customer issues quickly with 360-degree view of the customer’s journey.
Collaboration
- Bring experts together to quickly resolve complex cases through embedded Microsoft Teams and intelligent case swarming.
Agent desktop
- Enable your agents to do their best work with an all-in-one, multisession desktop experience, including profile histories and engagement transcripts.
Intelligent routing
- Increase first-contact resolution with intelligent unified routing that classifies issues and assigns them to agents with the right skillset.
Copilot
- Save agents' time by using generative AI to search for relevant and accurate information on trusted websites and internal documents, including previously resolved issues and knowledge articles.
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Conversational Chatbots
Deliver relevant responses in real-time with AI-powered chatbots. Resolve customer issues quickly with intelligent conversational bots that connect trusted websites and internal documents using generative AI.
Conversational IVR
- Provide a powerful conversational experience with IVR. Resolve customer issues quickly through human-like interactions as IVR bots connect trusted websites and internal documents using generative AI.
Self-serve with automation
- Automate routine tasks as well as sophisticated transactions.
Knowledge mangement
- 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.
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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.
Conversational analytics
- Detect emerging trends and identify opportunities for improvement across support topics, agent-customer interactions, and knowledge management.
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 analyze agent actions with knowledge search insights.
Open and extensible in a single, unified platform
- Increase efficiency and reduce costs by building on existing capabilities and seamlessly interoperating with business applications—all within one platform.
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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.
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.
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
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360-degree view of customers
Seamlessly manage customer requests from any channel while handling multiple sessions at the same time.
Customer journey analytics
- Gain insights into how consumers interact with the brand throughout their journey and tailor personalized offers and recommendations.
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.