Microsoft NCE Dynamics 365 for Customer Service

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

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.

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.

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.

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

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.