01
Context gets lost between channels
Customers repeat their issues when email, voice, chat and social enquiries are managed separately.
OMNICHANNEL CUSTOMER SERVICE · MICROSOFT
Resolve Customer Needs with Context andControl.
Give service teams a structured way to manage enquiries, route work, access knowledge and track resolution—across the channels customers already use.
THE BUSINESS NEED
Where service and engagement break down.
The starting point is the operating challenge—not the technology itself.
02
Resolution varies by agent
Inconsistent access to knowledge and case history can produce different answers to the same question.
03
Service risk is hard to see
Escalations and approaching SLA deadlines are difficult to manage without structured visibility.
SOLUTION FEATURES
What Dynamics 365 Customer Service delivers.
Explore the six capabilities highlighted in Intertec’s CX proposition. Open each card for the operational context and implementation considerations.
Bring supported service conversations into an agent workspace with routing and history. The deck names voice, chat, email, SMS and social. Actual channel availability, integration and licensing should be confirmed.
Create and route cases through a defined lifecycle with searchable guidance. Use categorisation, ownership, knowledge articles and case transitions aligned to the organisation’s processes.
Assist agents with case summaries, suggested responses and relevant knowledge. Microsoft Copilot can support agent work; generated suggestions still require appropriate review and permissions.
Apply service commitments, escalation triggers and customer-specific entitlements. SLA clocks, working hours, exceptions and breach rules should be configured against approved policies.
Provide routes for customers to find answers and submit routine requests. The deck references branded portals, communities and virtual agents; confirm components and integration architecture.
Track case volumes, service levels, feedback and recurring issues. The deck references Power BI and Customer Voice; agree on definitions and reporting sources before promising metrics.
IN PRACTICE
A more accountable service lifecycle.
A representative process to illustrate how the solution may support a defined use case. Actual configuration depends on the organisation’s systems and policies.
- 01
Receive
Capture an enquiry from a supported channel.
- 02
Classify
Create or associate a case and identify the service need.
- 03
Route
Assign the right queue or specialist.
- 04
Resolve
Use knowledge, context and assisted workflows.
- 05
Learn
Review SLAs, feedback and recurring demand.
INDUSTRY APPLICATIONS
Where it can create practical value.
Select an industry to see a focused use case. These are proposed scenarios, not claims of completed customer implementations.
01/04
Government
Track citizen requests with departmental routing, ownership and response history.
Why Intertec
From use case to operational delivery.
Intertec brings technology selection, business-process understanding and phased delivery into one customer experience programme.
Process-led configuration
Intertec aligns case stages, queues, SLAs and knowledge with the service operating model.
Microsoft ecosystem experience
A proof of value can test priority intents, language handling, handoff and service safeguards.
Delivery beyond go-live
Intertec’s delivery pathway supports integration planning, pilot, scale and ongoing run requirements.
Let's talk
Explore the right use case for your organisation.
Discuss your current processes, priority scenarios and the questions a demonstration or proof of value should answer.