Dynamics 365 Customer Service brings a rich set of capabilities across self-service support, tailored customer service engagements, and rich knowledge base portals that aid in improving agent effectiveness and customer satisfaction. But with the general availability of the first-party voice channel for Microsoft Dynamics 365 Customer Service, the platform has now become an all-in-one digital contact center solution. What makes Dynamics 365 Customer Service the ideal digital contact center, and how can organizations leverage the platform to deliver consistent and personalized service to customers across all channels? Let’s find out!
The Introduction of Voice
At the 2021 Microsoft Ignite event, Microsoft announced the launch of the voice channel for Dynamics 365 Customer Service, a big announcement in the Contact Center as a Service (CCaaS) and Unified Communications as a Service (UCaaS) space. Leveraging Azure Communication Service, which is also the underlying platform that supports Microsoft Teams, Dynamics 365 Customer Service is poised to make the most of Power Virtual Agents to deliver world-class customer service. Let’s look at how the introduction of voice has paved the way for organizations to create an all-in-one digital contact center:
1. Automate Routine Tasks
One of the biggest capabilities Dynamics 365 Customer Service offers to agents and customers is the automation of routine tasks. AI infused throughout the voice channel makes it easy for organizations to enrich the customer and agent experience: real-time transcription eliminates the need to take notes, live sentiment analysis allows for analysis of customer emotions, real-time translation helps in assisting different customers in different regions and across different languages, and proactive AI recommendations aid in resolving issues faster.
2. Unify the Customer Service Organization
Dynamics 365 Customer Service offers a single and unified data platform that helps in bridging traditional data silos between channels. By integrating customer conversations across all channels and unearthing rich and instant insights out-of-the-box, agents can get a holistic view of the contact center, unify the customer service organization, and deliver exceptional customer experiences.
3. Get Real-time Insights
With Dynamics 365 Customer Service, by enabling voice on the same platform as other engagement channels, agents can unify insights across all customer interactions – including cases, chats, social messaging, and voice. These insights can help them in delivering seamless chat and voice connectivity, enjoy extensibility with other business applications, and embed intelligence at every step of the customer service experience.
4. Quickly Act on Issues
Dynamics 365 Customer Service’s Advanced AI capabilities make it easy for agents to identify emerging issues. By analyzing all messaging and voice conversations, agents can resolve bottlenecks while unearthing opportunities for improving delivery of customer care.
5. Enhance Collaboration
Dynamics 365 Customer Service also aids in improving collaboration between agents and SMEs. Embedded Microsoft Teams makes it easy for different teams to work together and resolve issues faster – thus enabling an improved customer experience.
6. Personalize Calls
Dynamics 365 Customer Service now enables human and virtual service agents to deliver personalized experiences across all channels. By integrating tools and bridging existing data silos, the platform allows for an end-to-end view of the customer journey, allowing agents to deliver a consistent, intelligent, and personalized service experience.
7. Enable Interactive Voice Responses
Using the intelligent and highly conversational Power Virtual Agent, customer service teams can now enable interactive voice responses to customers. Agents can use this capability not just in the voice channel but also as chatbots on SMS, chat, and social messaging channels.
8. Route Calls to the Right Agent
With Dynamics 365 Customer Service, agents can enable AI-based routing of incoming calls. Based on the type of query, calls can be routed to the right agent – while ensuring consistency with all other channels.
The introduction of the new voice channel in Dynamics 365 Customer Service has made it easy for organizations to create a data-driven, all-in-one digital contact center. Built on the same foundation that powers Microsoft Teams, Dynamics 365 Customer Service now allows agents to bring together channels, unified communications, and leading AI and customer service capabilities together into a single, SaaS solution, that is built and delivered on the Microsoft cloud. Get started today!
