Customer Service  for Microsoft Dynamics 365

Customer Service

An increasingly connected digital world has changed the way customers engage with brands. In an age of commoditized products and services, companies look to customer experience as a key competitive differentiator. Customer Service organizations are at the epicenter of a company’s ability to deliver a differentiated and a consistent engagement experience.


Microsoft Dynamics 365 for Customer Service supports the omni-channel, which enables consistent experiences across any combination of self and assisted service engagements. We provide a robust portal for self-service and peer-to-peer community support, with seamless transitions to high-touch agent interactions, or field service when there is a need for onsite help. Our Customer Service solution empowers agents with all the resources they need to provide fast and effective service. We empower people at every level of the organization with insights relevant to their role so that everyone can have a positive and meaningful impact on business outcomes.

91% of customers are loyal to brands that offer low effort interactions
77% of consumers have a more favorable view of brands that offer proactive notificaitons
Only 4% of service orgs can solve a service inquiry using a single application

Key Benefits

Earn Loyalty

Increase brand loyalty and advocacy by providing personalized and contextual interactions across the customer journey, through any channel and from any device.

Empower Agents

Provide your agents with everything they need to deliver a more personalized, effective standard of service – using tools that are at their fingertips, from a single application.

Stay Agile

Adjust at the pace of innovation through actionable insights that anticipate the rapidly changing needs of customers and your brand.

Key Capabilities

  •    Omni-Channel                
  • self-service & communities
  • Agent Enablement
  •      Knowledge                       
  • service intelligence

Agent Enablement

Empower your agents with a single, unified experience on their desktop or mobile device. Agents can access every source of information they need across diverse environments to provide a more personalized, effective standard of service

  • A dynamic interface optimized to drive the next best action contextually serves up tools, guidance and data to agents throughout the interaction, including information or assets from third party applications
  • Topic analysis and machine learning scenarios surface relevant knowledge articles and related cases to help agents solve cases faster and improve first time resolution rates
  • Boost productivity with business processes and workflow, integrated knowledge, SLAs, agent scripting, entitlements and recommendations
  • Speed resolution and avoid escalations by using collaboration tools to connect agents with peers and subject matter experts across internal and external teams
  • Provide context sensitive guidance to help new users navigate the application and perform tasks specific to their role
  • Reward optimal behaviors with gamification to improve performance and increase productivity
  • Take service directly to the customer any time it cannot be managed through other channels; a single platform for customer and field service spans case management through to work order completion

Download our Digital Transformation eBook!

Digital Transformation eBook

Digital Transformation & What it means for your Business? eBook

Download your free eBook today, and gain valuable knowledge on how to rediscover customer engagement, optimize operations and support data-driven decisions in ways you may not have considered yet.