Omnichannel for Customer Service offers a suite of capabilities that extend the power of Dynamics 365 Customer Service Enterprise to enable organizations to instantly connect and engage with their customers across digital messaging channels.
Omnichannel for Customer Service provides omnichannel capabilities for Dynamics 365. Gives us many of the contact centre features we require out of the box.: web chat, SMS, voice and more directly within Dynamics 365.
Put simply we’re talking about giving customers many different ways of contacting you for support.
Omnichannel customer service is also often used to describe a system which combines many channels in to a single stream. The single stream gives a seamless experience for customers and support agents
Other related functionality includes Unified Routing to intelligently allocate work items to agents and also the Customer Service Workspace which gives agents a multi-session UI. And not forgetting Power Virtual Agents that can be used as voice IVRs or webchat BOTs.
An additional license is required to access Omnichannel for Customer Service.
Supervisors get real-time and historical visibility and insights into the operational efficiency of agents and the utilization across various channels.
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.
