360-degree customer views
- Deliver value at every touchpoint and personalise every interaction.
- Interact with customers on their preferred channel—from chat and SMS to email and phone to Facebook Messenger.
- Create a single, consistent service experience through a threaded view of the customer experience.
- Quickly offer the most relevant knowledge articles to deliver more accurate results.
- Optimise agent performance and improve customer engagement by analysing operations and agent interactions
- Empower agents to be more productive and avoid escalations. Make smarter suggestions with agent-facing bots that use contextual data about customers and business.
- Resolve cases faster with cross-company collaboration and easily connect agents with subject matter experts.
- Intelligently route cases by topic or channel to the best-fit agent.
- Learn from customers based on their feedback submitted through surveys.
- Build a single source of truth and make better business decisions with Common Data Service.
- Use the Common Data Model to ensure customer service agents are referencing the same customer data as other departments in company, across all business processes and apps.
- Reveal insights from your data with AI when you compile all data in a single and secure location.
Dynamics 365 is the next generation of CRM and ERP applications which accelerates the growth of the business. Dynamics 365 transforms CRM and ERP by employing intelligence to all forms of data. This allows organisations to grow from reactive business decisions to proactive insights that empower employees to speed up business results. Dynamics 365 is the world’s connected business cloud intended to help better recognize business and act tactically to be successful.