Ramp up quickly with automatic conversation summaries
Expedite activities like ramp ups, handoffs, and wrap ups with automatic conversation summaries
Microsoft Dynamics 365 Customer Engagement
Transform Customer Engagement with Next-Gen AI
Unify Customer Engagement with AI-Driven Microsoft Dynamics 365
Microsoft Dynamics 365 Customer Engagement, powered by Copilot and advanced AI, is designed to elevate customer relationships and drive engagement through intelligent automation and actionable insights. It’s a powerful platform that brings together sales, customer service, marketing, and field service capabilities into a unified solution, enabling organizations to deliver exceptional customer experiences at every touchpoint.
Businesses gain a 360-degree view of customer interactions, enabling personalized service, informed decision-making, and predictive insights that anticipate customer needs. Scalable and adaptable to various industries, it empowers teams to turn insights into action, fostering stronger customer connections and helping organizations grow in today’s competitive market.
Deliver Great Experiences with Connected Customer Journeys
Empower your agents to drive faster resolution with generative AI and automation.
Customer Service: Deliver responsive, consistent support to enhance satisfaction at every touchpoint.
Field Service: Connect clients with field agents seamlessly, improving service quality and resource productivity.
Sales: Manage your sales cycle with end-to-end automation, helping teams focus on opportunities that drive more closed deals.
Marketing: Elevate campaigns with personalized, multichannel engagement for impactful outreach.
Contact Center: Deliver intelligence, automation, and efficiency across channels through a Copilot-first contact center that works with Dynamics CRM as well as existing CRMs.
Leverage Copilot in Dynamics 365 Customer Service
Resolve issues faster with a conversation expert
Use a conversational interface to ask questions of organizational knowledge sources to quickly find answers
Discover agent productivity improvements
Understand how Copilot is impacting key support metrics, then convert those findings into changes that positively affect agents
Capabilities in Dynamics 365 Customer Service
Discover how our configurable, secure, and connected capabilities simplify workflows, accelerate approvals, and drive smarter service delivery.
Customer
Personalize service experience and connect through customer’s preferred channel
- Engage on channel of choice
- Self-serve with conversational AI
- Get 24/7 anytime support
- Connect with the right agent every time
Agent
Make agents’ work more effortless with increased productivity and collaboration
- Resolve issues faster with Copilot
- Assist with smart recommendations
- Get real-time context
- Collaborate with Teams
Supervisor
Get proactive visibility to maximize service operations
- Make data-driven decisions
- Gain visibility into trends and issues
- Identify agent coaching opportunities
- Predict and plan for fluctuating needs
Service Leader
Automate and augment to run the business fast and lean
- Increase customer acquisition and revenue
- Automate to drive efficiency
- Scale with elastic cloud
- Simplify and lower costs