Microsoft NCE Dynamics 365 Customer Service for Government
by Earn customers for life
End-to-end solution that delivers constant support across channels
$20.00/month
Microsoft NCE Dynamics 365 Customer Service for Government offers you a suite of capabilities to ensure your business can deliver the best customer service experience possible to your customers. We believe that knowing your customers enables you to personalize each experience and optimizes your agents' productivity so you can earn customers for life. The agent experience is at the heart of Dynamics 365 Customer Service. The key to improving customer satisfaction in service delivery is enabling agents to take customer requests from any channel, handle multiple sessions at a time, interact with multiple apps without losing context, and enhance their workflow with productivity tools.
Top Features
Create consistency and loyalty
Provide the seamless service your customers expect by meeting them where they are with the information they need, every time.
Make your agents' jobs easier
Give your agents complete information—in a single customer service software app—to make smart decisions and provide great service.
Get an adaptive engine
Respond quickly to customer and market changes within an agile, cloud-based environment that has digital intelligence built in.
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Deliver proactive service with IoT
Send remote commands to resolve issues before customers even notice that anything’s wrong.
Enhance support with integrated IoT alerts
Help agents identify devices in need of attention with embedded alerts in the agent dashboard.
Monitor device health index
Build new segments or discover new audiences with AI recommendations that are continually updated with real-time data.
Respect consent and privacy
Help agents monitor real-time device readings to identify devices that need attention and confirm that fixes were effective.
Optimize service with actionable insights
Built-in AI detects emerging trends and automation opportunities across support topics, agents, engagement channels, and knowledge management to enhance support delivery.
Adapt quickly to real-time customer sentiment
Understand customer interactions in real time using sentiment analysis and translation. Give agents the context they need to steer conversations toward a positive resolution.
Track success against key performance indicators
Get actionable insights and improved visibility into how agents and support topics are affecting organizational KPIs.
Enhance your knowledge base with knowledge search insights
Help knowledge managers identify knowledge article gaps by understanding what topics agents are searching for to help resolve customer issues
Empower teams with tools for increased productivity
AI-powered suggestions use real-time context cues to recommend similar knowledge articles or cases. Agents can reference those resources to resolve customers’ issues quickly.
Engage experts faster
Use Microsoft Teams, now integrated directly within the agent desktop, to help agents connect with subject-matter experts and resolve complex cases quickly, regardless of their job function or location.
Analyze and act on customer feedback
Combine customer data with survey insights from Dynamics 365 Customer Voice, included with Customer Service.
Unify knowledge sources for a streamlined search experience
Provide agents the information needed to resolve issues quickly by connecting disparate database sources with federated knowledge search.
Personalize customer service engagements
Give agents a holistic view of the customer’s profile and their previous interactions with your support team.
Interact with customers on their preferred channel
Omnichannel support delivers consistent, connected experiences across channels including voice, chat, SMS, Facebook Messenger, WhatsApp, WeChat, Twitter DM, and Line—all from a unified agent desktop.
Anticipate customer needs
Get at-a-glance views of the conversation summary, support history, and the customer’s recent cases.
Provide self-service support
Quickly address and resolve issues using AI-powered virtual agents, freeing agents to handle more complex matters.
Give customers direct access to your knowledge base
Deliver immediate access to the right content at the right time on the right channel.
Share knowledge through community portals
Collaborate, share tips, and leverage rich insights from experts and external users.
Additional Information
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Microsoft NCE Dynamics 365 Customer Service for Government - Create customers for life
Learn how built-in intelligence from Microsoft Dynamics 365 Customer Service delivers faster & more personalized support to add value to every customer interaction.
