How To Create An All-in-One Digital Contact Center with Dynamics 365 Customer Service?

Looking for ways to improve agent effectiveness and customer satisfaction? If your answer is in the affirmative, it is time for you to embrace the rich set of capabilities offered by Dynamics 365 Customer Service. With the general availability of the first-party voice channel for Microsoft Dynamics 365 Customer Service, this seamless and out-of-the-box platform has now evolved as an all-in-one digital contact center solution.

Now comes the big question - how can your organisation leverage the Microsoft Dynamics 365 Customer Service platform to deliver personalised and consistent services to customers across all touchpoints.


Microsoft announced the launch of the voice channel for Dynamics 365 Customer Service at the 2021 Microsoft Ignite event. This was then seen by everyone as a massive announcement in the space of Contact Center as a Service (CCaaS) and Unified Communications as a Service (UCaaS). Leveraging Azure Communication Service, Dynamics 365 Customer Service is all set to explore the best of Power Virtual Agents to help organisations deliver world-class customer service.


One of the biggest advantages of Dynamics 365 Customer Service is that the platform facilitates the automation of routine tasks. Organisations are better positioned than ever to enrich the agent and customer experience by utilising artificial intelligence infused through voice. Real-time translation assists different customers across different languages in different regions while real-time transcription eliminates the need to take notes. On the other hand, proactive AI recommendations help resolve issues faster.


In addition to these advantages, a single and unified data platform is provided by Dynamics 365 Customer Service to bridge traditional data silos between channels. Agents can access a holistic view of the contact center while unifying the customer service organisation and delivering exceptional and consistent customer experiences using Dynamics 365 Customer Service.


The list of advantages associated with Dynamics 365 Customer Service doesn't end here. Agents can unify insights across customer interactions, including but not limited to social messaging, voice, cases, and chats by enabling voice on the same communication platform as other engagement channels.


Moreover, agents can quickly and proactively resolve bottlenecks by analysing all messaging and voice conversations. Dynamics 365 Customer Service also helps virtual and human service agents to deliver exceptional and personalised experiences across multiple channels. Agents can deliver an intelligent, personalised, and consistent service experience by accessing an end-to-end view of the customer journey by integrating tools and bridging existing data silos.


Find out how you can leverage Dynamics 365 Customer Service to create a data-driven, all-in-one digital contact center. Call C.I.G Consultants now.


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