Empower your service reps and transform customer service
Exceed customer expectations by delivering exceptional service on any channel.
Overview
Lighten service reps' work
Resolve issues faster with Copilot
Save service representatives time by using Copilot in Dynamics 365 Customer Service to help diagnose, troubleshoot, and draft customer responses.
Get real--time insights
Empower service representatives with sentiment analysis, translations, transcriptions, and AI-recommended knowledge articles.
Connect with the right service rep
Increase first-call resolution with AI-based routing that classifies issues and assigns them to the best-suited service representative.
Collaborate live in teams
Bring together experts who resolved similar cases, and then collaborate in Microsoft Teams for quicker issue resolution.
Overview
Optimize service operations
Get supervisor insight
Access an omnichannel insights dashboard with AI-driven conversation, channel analytics, and key performance indicators all in one place.
Find coaching opportunities
Detect emerging trends and identify improvements across support topics, service rep-customer interactions, and knowledge management.
Drive efficiency with automation
Eliminate manual processes with more than 1,000 prebuilt flows and add custom data connectors to your ecosystem.
Predict and plan staffing levels
Plan for the right level of staffing based on seasonality, predicted number of cases, and conversational volume with the forecast report feature.
Build on an open and extensible platform
Reduce costs by building on existing capabilities and interoperating with other business applications—all on a single platform.
Information
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