Microsoft Dynamics 365 Customer Service, Enterprise Edition (Faculty Pricing)

by Microsoft

Smarter customer service capabilities

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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.

Enable intelligent self-service with automation

Automate routine tasks as well as sophisticated transactions.

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.

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.

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.

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.

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.