Microsoft Dynamics 365 Digital Contact Center

Microsoft Dynamics 365 Digital Contact Center built on Dynamics 365 Customer Service and Omnichannel allows organizations to offer top personalized service, enhance agents' productivity and improve the performance of their service department. This session presents Dynamics 365 Customer Service and its modern omni-channel capabilities from a theoretical and practical (demo) perspective. Connecting with customers by their channel of choice, no matter if this is chat, voice, email or social media your organization can enhance customer engagement. Speed, flexibility and freedom of choice in terms of deciding how to receive assistance are always welcomed by clients and contribute to their loyalty. Transform the service department in a profit center that generates value and insights to your company by the means of implementing Microsoft Dynamics 365 all-in-one digital contact center solutions Chapters: 0:00 An intro to Digital Contact Center 8:53 Deliver omnichannel engagement (use case 1) 11:05 Demo - Dynamics 365 Customer Service /Omnichannel agent experience 24:15 Voice channel 29:25 Nuance Gatekeeper 32:37 Unified routing (use case 2) 34:35 Modernize case management (use case 3) 42:47 Data driven processes & analytics (use case 4) 46:35 Demo - Supervisor analytics 57:10 Conclusion Microsoft Digital Contact Center Platform https://www.microsoft.com/en-us/microsoft-cloud/contact-center Dynamics 365 Customer Service 30 days Trial (Chat & Voice channels) https://aka.ms/TryCustomerService Disclaimer The opinions expressed in this publication are those of the authors. They do not purport to reflect the opinions or views of Microsoft or another partner or customer of the provider or any related party. The content does not cover strategic, tactical or implementation advice.