Dynamics 365 Customer Service Digital Messaging – 1November 2019

November 4th, 2019 by Stephen Jones Leave a reply »

There is a new release today – the new Dynamics 365 Customer Service digital messaging offering that expands and unifies the core capabilities of Omnichannel for Customer Service.

Further empower contact centers to provide seamless, and more personalized customer service across a wide range of channels. Combine digital add-ons into one end-to-end offering, for your agents to engage customers, including:
• Chat for Dynamics 365 Customer Service
• SMS (requires additional TeleSign agreement)
• Microsoft Bot Framework integration
• Facebook Messenger, available today in preview*

The solution incudes real-time sentiment tracking, which supports more than 40 languages.

The solution also includes seamless escalation support from bot to live agent so that the agent receives the complete context of the conversation, and the customer never has to repeat information they’ve already shared.

In addition to launching this new offering, look forward to additional capabilities coming to Dynamics 365 Customer Service over the next few months:
Agent-facing bots Help agents to resolve issues faster and to provide quick responses based on conversation context, knowledge article suggestions to share, or suggestions on the next best action the agent can take to resolve the issue.
Skills-based routing Ensure conversations are routed to the available,best-fit, agent based on a specific agent’s area of expertise. This ensures the right agent with the right skills will more quickly resolve customer issues.
Macros Enable agents to automate routine responses or repetitive tasks with a single click, such as updating a field, sending acknowledgment emails or performing session wrap-up activities.
Agent scripts Help agents to accelerate issue resolution, ensure regulatory compliance, and deliver a consistent customer experience. Create step-by-step guidance scripts for agents and then automate the steps based on session type.
Unified entity routing and auto-assignment Enable customers who have implemented custom entities to route and automatically assign those activities to agents.

*This feature is currently a preview, before general availability so you can test and evaluate the preview.


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