Unified customer experience, proactive customer support, faster resolution – a new level of modern contact centre experience.
Unified customer experience, proactive customer support, faster resolution – a new level of modern contact centre experience.
With Microsoft Dynamics 365 Customer Service and Contact Center, your entire customer communication becomes transparent, fast and intelligent – on a single platform, powered by artificial intelligence.
The system helps to ensure that customer service is not just a cost centre, but an active contributor to revenue.
- AI suggestions for upsell and cross-sell opportunities
- Excellent customer experience → more loyal customers
- Faster problem resolution → lower churn
- Automated follow-up → fewer lost customers
Microsoft Dynamics 365 Customer Service and Contact Center is an integrated customer service and call centre solution that combines CRM, omnichannel communication and artificial intelligence automation on a single platform.
Customer Service supports case management via email, chat, social media and other channels, while the cloud-based Contact Center offers real-time voice AI, built-in softphone and skill-based management. The two systems can be tightly integrated or used separately – but together they deliver the greatest efficiency.
- Code-free IVR + Copilot Studio chatbots for routine issues
- Built-in softphone: incoming and outgoing calls from the system
- AI: live chat transcription, sentiment analysis, intelligent recommendations
- Monitoring console, real-time reports and post-call satisfaction measurements
- Skill-based call routing based on the competences of the administrator
- All interactions are linked to the customer profile stored in CRM
- Scalability for both size and functionality
