Microsoft has made another step in its strategy to deliver digital services and solutions across all platforms and devices. This time the tech legend introduces a voice channel for Microsoft Dynamics 365 for Operations Customer Engagement.
Microsoft recently announced the general availability of an optimized voice channel designed to provide a better, more fluid conversation experience between businesses and their customers. For the first time, businesses will have natural conversations with their users, collecting data in context and helping them complete tasks without complicated forms or superfluous screens. So, whether you are an expert user who wants to record your macros or are just getting started, today's release makes using voice conversation in Dynamics 365 Customer Service even easier.
Think of a voice channel as having someone on the phone to walk you through your reasoning for connecting. This new channel can help with difficult conversations, complex issues, and customer frustration. In addition, the voice channel will introduce you to the world of conversation automation in Dynamics 365. You will be able to listen to all your case activities while speaking with an AI bot while holding on to the line.
Microsoft Dynamics 365 Customer Service contact center users can now engage their customers in a personalized, natural conversation connected across channels, such as phone calls and social media. It is no longer necessary for customers to call back to get additional information or help on their cases that can be resolved via instant messaging or chat. This one-of-a-kind capability enables Contact Center users to bolster customer loyalty while reducing operational costs while ensuring brands meet customer expectations for excellence.
Besides, the voice channel for Dynamics 365 Customer Service enables:
- A comprehensive customer view across all channels to provide service agents and managers with an entire customer journey and assist in serving them better and faster.
- An intelligent, conversational Power Virtual Agent to help human agents diagnose and resolve customer issues faster and with greater accuracy. This agent is pre-trained using machine learning models to accelerate speed to resolution by reducing steps and clicks for the agent.
- AI-based routing to help transfer calls to the most appropriate representative, depending on what the caller has said so far or how they have said it.
- Embedded Microsoft Teams Improves customer engagement by enabling agents to capture, merge and reuse data from multiple sources, limiting the need for customers to re-enter the same information repeatedly.
AI at every step
Users can choose from recommended responses driven by AI, either from Cortana or from their device. In addition, you will be able to use a single view of intelligence throughout the customer experience, so you can adapt to the needs of every individual customer – whether it is a voice call, a chat conversation, email support, or social media interaction. This means more innovative resolutions and more satisfied customers, resulting in fewer service tickets and faster response times.
Unified Insights Across All Customer Interactions
In today's omnichannel world, businesses must provide a consistent and unified experience for every customer interaction channel – the phone, email, webchat, and social media. Until now, there has been no way for businesses to unify these channels and their associated data quickly and affordably into a single view.
With the addition of voice, Dynamics 365 Customer Service provides the key capabilities needed to deliver a practical omnichannel approach, including:
Data integration: Integrate data from multiple sources such as CRM data or helpdesk systems (e.g., Salesforce) across various channels such as phone, email, and web chat into a single view of your customers.
Analytics: Gain insights into how customers use different channels and respond in real-time with just-in-time service.
Collaboration: Enable collaboration between agents and other support staff to provide a better customer experience and increase business agility by centralizing knowledge and expertise in one location.
Security: Control access to sensitive customer data so that only those who need access can see it.
Unified reporting: Improve decision-making with reports that combine all interactions from all channels so you can reallocate resources as needed.
Easy to Start and Scale
Easy to start, easy to scale: Dynamics 365 Customer Service can be up and running in no time. Customers can chat through an integrated Microsoft Teams channel. The extensible chatbot framework enables you to add contextual answers and drive customers towards a final resolution, including service task automation and merge/translate for multilingual support.
The voice channel app for Dynamics 365 Customer Service brings natural language conversations to Dynamics 365 Customer Service. This allows users to accomplish tasks through spoken conversation with the bot. Microsoft has also focused on making sure that the conversation flows naturally as it would between two people, which will make it easier to understand the intent behind the requests made by the users.