Add voicemail to your call queue management
Microsoft Dynamics 365 Customer Service now offers voicemail as part of its omnichannel engagement capabilities.
Dynamics 365 Customer Service
Explore the latest in Dynamics 365 Customer Service. Learn how AI and automation can help enhance customer interactions and streamline service operations.
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The right work assignment method can improve agent satisfaction and utilization
As a contact center manager, you need to ensure that customers are routed to the right agent while balancing factors like customer satisfaction, tiered SLA commitments, and agent satisfaction and utilization. -
Apple Messages for Business channel added to Dynamics 365 Customer Service
The Apple Messages for Business channel is now available in Dynamics 365 Customer Service as part of our digital messaging offer, helping you reach even more customers. -
Call overflow management: A gift to callers and agents this holiday season
Ana is excitedly setting up her new smartphone when the screen goes blank. -
Collaborative customer support helps agents resolve issues faster
With most customer support agents now working remotely, the days of getting help from a peer in the next cubicle are over. -
Discover new ways to analyze your Customer Service data
To run a digital contact center effectively, supervisors need up-to-the-minute insights on all the activity between agents and customers. -
Save personalized views of Customer Service dashboards as report bookmarks
With Microsoft Dynamics 365 Customer Service 2022 release wave 2, we’ve supercharged the humble bookmark. -
Customer Service voice support channel launches in the UK
Since the November 2021 launch in select geographic regions of the native voice channel in Microsoft Dynamics 365 Customer Service, we have been expanding worldwide to satisfy growing customer demand. -
Improve admin productivity with guided Customer Service channel setup and settings search
We recently announced the unified Customer Service admin center, which consolidates administration experiences across the Microsoft Dynamics 365 Customer Service suite. -
Use percentage-based routing to load-balance customer service requests
Unified routing in Microsoft Dynamics 365 Customer Service provides capabilities to connect customers to the best agents. -
Queue overflow management keeps customers happy during peak demand
As the world started unwinding from the pandemic, Sarah joined thousands of travelers in booking flights for a long-planned vacation. -
Skill-based routing and one-stop user management help you keep up with customer service demands
Skill-based routing automatically assigns the agents with the right skills to work on customer support requests.
