For more information, see Try channels for Dynamics 365 Customer Service. In addition to popular social channels, you can create your own custom messaging channel. Social channels such as Facebook, LINE, and WeChat give you an incredible opportunity to capitalize on the social media trend and engage with your customers in a seamless and personalized experience.
More information: Configure Microsoft Teams Social channels Using Microsoft Teams as an engagement channel for support of internal functions-such as technical support, human resources, and finance-allows organizations to connect their employees with internal support personnel by using the Omnichannel Add-in for Dynamics 365 Customer Service. More information: Introduction to the voice channel Microsoft Teams With the voice channel, Omnichannel for Customer Service provides agents with the ability to receive and make public switched telephone network (PSTN) calls through a native calling experience in Dynamics 365, with real-time AI-powered features such as live call transcription, sentiment analysis, and AI-based suggestions to boost agent productivity. More information: Try channels for Dynamics 365 Customer Service and Configure an SMS channel Voice SMS is an engagement channel that supports asynchronous mode of communication, and allows your organization to connect to customers by using text messages. More information: Try channels for Dynamics 365 Customer Service and Configure a chat channel SMS ChatĬhat is an engagement channel that enables your agents to connect with customers in real-time. You can enable the following channels in your organization with Omnichannel for Customer Service. The multisession mode and navigation capabilities are supported in the Omnichannel for Customer Service and Customer Service workspace apps only, and not in copies of these apps or custom apps.Ĭhannels available with Omnichannel for Customer Service.Make sure that the cookies are not blocked in your browser in any mode so that certain services, such as agent or supervisor presence, can work properly. Omnichannel for Customer Service uses third-party cookies for authentication.The enterprise-grade routing and work distribution engine allows customers to configure agent presence, availability, and routing rules, thus ensuring agents are working on the most relevant engagements. Supervisors get real-time and historical visibility and insights into the operational efficiency of agents and the utilization across various channels. The application offers contextual customer identification, real-time notification, integrated communication, and agent productivity tools like knowledge base integration, search, and case creation to ensure agents are effective. Omnichannel for Customer Service also provides a modern, customizable, high-productivity app that allows agents to engage with customers across different channels. Omnichannel for Customer Service is a robust application that extends the power of Dynamics 365 Customer Service to enable organizations to instantly connect and engage with their customers via channels like Live Chat, voice, and SMS. If you’d like to try Dynamics 365 Customer Service for free, you can sign up for a 30-day trial.
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