New Omnichannel, AI, And IoT Updates For Dynamics 365 Customer Service
By Jeff Comstock, General Manager, Dynamics 365 Customer and Field Service
The COVID-19 outbreak has challenged customer service teams to rapidly adapt operations to respond to an influx of volume, particularly in contact centers. When that volume is tied to a time of crisis and your contact center agents are working remotely while responding to new waves of questions and issues, it can be even more challenging to figure out how to set your teams up for success.
We’re introducing new tools to help your team continue to deliver exceptional customer experiences while navigating a new way of working. The latest wave of updates to Microsoft Dynamics 365 Customer Service, Omnichannel for Customer Service, and Microsoft Dynamics 365 Customer Service Insights includes intelligent and productivity-enhancing features to help your teams stay focused on customer success in any business climate.
Our team has been working fast and furious to get more intelligent and productivity-enhancing features out the door and into your Customer Service environments since our last release wave. The intensity has certainly not let up for this first release of 2020! In addition to the highlighted features detailed below, we invite you to explore the full rundown of updates in the 2020 release wave 1 guide.
The highlights from this release focus on three key areas:
- Expanding customer engagement options within Omnichannel for Customer Service
- Extending proactive customer service with IoT technology
- Further infusing AI into Customer Service with Customer Service Insights
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