Deliver Effortless, Personalized Service on Any Channel

Empower your agents to resolve issues faster and exceed customer expectations with an all-in-one contact center solution powered by AI.

Redefine Your Customer Service Experience

Microsoft Dynamics 365 Customer Service provides a comprehensive solution to manage and optimize your customer support operations. It enables you to deliver consistent, personalized service across any channel, from voice and live chat to email and social media. By equipping agents with a 360-degree view of the customer and AI-powered tools like case summarization and knowledge base recommendations, you can increase first-contact resolution, reduce handling times, and turn every service interaction into an opportunity to build loyalty.

Key Benefits

Enable Omnichannel Service

Engage with customers on their preferred channels and provide a seamless, consistent experience as they move between them.

Increase Agent Productivity

Empower agents with AI-powered tools, a unified workspace, and seamless collaboration with experts in Microsoft Teams to resolve cases faster.

Automate with Virtual Agents

Deflect common inquiries and provide 24/7 support by deploying intelligent chatbots that can handle requests or escalate to a live agent with full context.

Optimize Service Operations

Gain real-time insights into service trends, agent performance, and customer satisfaction with powerful analytics and dashboards.

Key Features & Modules

Case Management The foundation for tracking and resolving all customer issues.

  • Automated case creation from any channel.
  • Intelligent routing to assign cases to the best-fit agent or queue.
  • Service Level Agreement (SLA) tracking to ensure timely responses.

Omnichannel Engagement Connect with customers wherever they are.

  • Native channels for voice, live chat, SMS, and social messaging.
  • Unified routing engine to manage workloads across all channels.
  • Full conversation history for a complete customer view.

Agent Productivity Tools that help agents work smarter and faster.

  • Copilot: AI assistance for summarizing cases, drafting responses, and diagnosing issues.
  • Knowledge Management: An integrated knowledge base with AI-powered article suggestions.
  • Unified Workspace: A single, configurable interface for managing all interactions.

Self-Service and Automation Empower customers and automate routine tasks.

  • Virtual Agents: Build and deploy intelligent chatbots with Microsoft Copilot Studio.

Customer Portals: Provide a self-service hub for customers to find answers and track cases.