Microsoft NCE Dynamics 365 for Customer Service
by Customer service omnichannel support
Start with smarter customer service capabilities
$20.00/Month
Microsoft NCE Dynamics 365 for Customer Service 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
Make agents’ work effortless
Maximize agent productivity and focus on delivering quality service with AI-powered agent assist and collaboration tools.
Enable intelligent self-service
Help customers get answers quickly with AI-powered virtual agents and knowledge-base portals.
Optimize service operations
Cut costs by working from a single, comprehensive platform that provides insights and adapts to future needs.
Meet customers where they are
Connect with customers on their preferred channel and deliver consistent experiences.
Show them you know them
Recognize and quickly connect with customers to personalize and secure interactions.
Includes 24/7 AppDirect SmartSupport
Your subscription includes AppDirect SmartSupport, end-to-end technical support available 24/7.
Recommended products
Includes 24/7 AppDirect SmartSupport
Your subscription includes AppDirect SmartSupport, end-to-end technical support available 24/7.
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
Real-time insights
Help agents be more efficient with real-time insights, visibility into active conversations, and proactive recommendations.
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 Chatbots
Deliver relevant responses in real-time with AI-powered chatbots. Resolve customer issues quickly with intelligent conversational bots that connect trusted websites and internal documents using generative AI.
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.
Customer and channel analytics
Get precise insights into customer engagement center performance to track KPIs and find opportunities to enhance CSAT.
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.
Voice channel
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
360-degree view of customers
Seamlessly manage customer requests from any channel while handling multiple sessions at the same 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.
Additional Information
Terms & Conditions
Terms of Service
https://www.microsoft.com/licensing/docs/customeragreementPrivacy Policy
https://privacy.microsoft.com/en-us/privacystatementResources
Microsoft NCE Dynamics 365 for Customer Service - Introducing Voice
Learn how you can put AI to work for you with self-service solutions like conversational IVR and real-time agents productivity tools like transcription, sentiment analysis, and knowledge article recommendations.
Microsoft NCE Dynamics 365 for Customer Service - Meet the Customer Service Hub
Engage with customers on any channel or device to get a unified view of service issues and create an effortless support experience. Provide faster resolutions to customers with the Customer Service Hub in Dynamics 365.