Omnichannel Customer Experience with MS Dynamics 365

Achieve real-time customer engagement for quick corrective actions.

As customers move away from face-to-face interactions, it’s important to create a seamless digital buying experience. New buyer profiles are emerging. Disruptions are inevitable and the need for flexible solutions has never been higher.

What is MS Dynamics Omnichannel Solution?

An Omnichannel Customer Service System built on Microsoft Dynamics 365 platform lets you efficiently engage customers across multiple channels. Customer Success teams can automatically detect sentiment and intent in social posts for streamlined customer service and enhance collaboration with advanced workflow capabilities for personalized engagements.

Highlights:

Omnichannel Solution - Highlights

Benefits of Omnichannel Customer Service

Up to 50% reduction in time to capture an inquiry
AI-enabled fact-¬finding tasks for Customer Service Advisors
Achieve 50% better reporting capabilities
Achieve up to a 75% increase in automatic product recommendation
Secure up to an 80% increase in overall operational efficiency

Guarantee a high standard of service delivery.

Case Management System built on MS Dynamics 365

A case management solution, powered by Microsoft Dynamics 365 and hosted on Azure cloud, covers various types of cases such as complaints, investigations, inspections, and grant management. It automates and digitizes processes, facilitates citizen interaction through a public portal, and offers comprehensive reporting and business intelligence capabilities.

Automated Help-desk Ticketing

Automated Help-desk Ticketing  

IVR to Lead Capturing

IVR to Lead Capturing

Chatbot to CRM Lead Capturing

Chatbot to CRM Lead Capturing

Automated Task Assignment

Automated Task Assignment

Voice of Customer Integration

Voice of Customer Integration

Integration with Microsoft Office

Integration with Microsoft Office

Reporting & Analytics on Power BI

Reporting & Analytics on Power BI

Self-service Virtual Agents

Self-service Virtual Agents

Real-time Sentiment Analysis

Real-time Sentiment Analysis

Context-driven Agent Suggestions

Context-driven Agent Suggestions

Merge Similar Cases

Merge Similar Cases

All-in-one Contact Center

All-in-one Contact Center

Omnichannel Customer Engagement in Action

Benefits of Omnichannel Customer Service

The Omnichannel Engagement functionality can be added to a wider Dynamics 365 implementation which could implement a line of business system and provide an overall view of the customer.

Engage Customers in Real-time

Benefits for Customer Service Advisors

Aligned Sales, Marketing and Customer Service

Intelligence & Integrations

Lead Features
Self Service Agent Productivity Insights Proactive Service Omnichannel engagement
Knowledge articles and communities Relevance Search for Knowledge Base 360 degree customer view Proactive chat customer engagement Personalized service across channels
Virtual Agents SLAs and Entitlements Performance and trends across channels Remote device commanding (IoT) Unified routing for case amd entity records
Portals Smart assist using robots Agent performance and utilization Proactive Insights Skill based routing for work distribution
- Agent Guidance using scripts and marcos Feedback management using Forms Pro - Multi-session agent experience

Custom-build a D365 Case Management Workflow.

Employ Dynamics 365 AI bot

Case Management System built on MS Dynamics 365

Our Microsoft Dynamics 365 Omnichannel for Customer Service empower organizations to engage with customers a range of customer touchpoints. Using Omnichannel Engagement leads to higher customer satisfaction, higher productivity, and reduced costs. The Omnichannel Engagement platform based on Dynamics 365 allows contextual customer identification ensuring you know who your customers are when they contact you.

  • Microsoft Dynamics Omnichannel Consulting

  • Dynamics 365 CE Implementation

  • On-demand CRM Customizations

  • Microsoft Dynamics CRM Integrations

  • CRM Upgradations and Migrations

  • Support Services for MS Dynamics 365

Why make the move to Microsoft Dynamics 365?

Microsoft Dynamics 365 allows you to design efficient, productive, and connected agronomic processes. Ideal for planners, cost and quality managers, and logistic operators, this solution is perfectly integrated with your existing systems, and it works even better if you are already within an Office 365 environment.

Flexibility

Flexibility

Data Security

Data Security

Reduce your IT Maintenance

Reduce your IT Maintenance

Cross-platform support

Cross-platform support

Microsoft Community Support

Microsoft Community Support

Maximize existing Microsoft Dynamics 365 investment

Embrace Omnichannel Customer Experience.

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