Customer service
Enhance your customer service for increased satisfaction and loyalty
Dynamics 365 Customer Service helps your organization improve the customer experience, increase efficiency, and make more informed decisions
Empower your team to transform customer service
Exceed customer expectations by delivering outstanding service across all channels
Simplify the workflow for your
service agents
Resolve Issues Faster with Copilot in Dynamics 365 Customer Service, saving time and aiding in crafting customer responses. Empower agents with real-time insights and AI-based routing for improved first-call resolution. Collaborate efficiently in Microsoft Teams for faster issue resolution
Enable selfservice
Offer real-time customer support with AI-powered chatbots and interactive voice response. Boost productivity through task automation and self-service options. Collaborate and gather insights from personalized community portals for expert advice
Optimize service operations
Gain insights with a multi-channel dashboard, AI-driven analysis, and KPIs. Identify coaching opportunities and streamline operations with automation. Forecast staffing levels and leverage an open, scalable platform for cost-effective integration
Engage with customers where they exist
Configure voice channels swiftly on Microsoft's platform to streamline communication. Enhance digital engagement across preferred channels for faster service delivery. Enable real-time translation capabilities to communicate efficiently in multiple languages. Implement sentiment-based routing to ensure cases are directed to the most suitable agents based on customer emotions and needs
Demonstrate your understanding
of your customers
Gain a comprehensive customer view and efficiently manage inquiries from multiple channels simultaneously. Authenticate customers rapidly and personally with biometric recognition. Tailor responses using AI-driven sentiment analysis to understand customer intent in real-time. Obtain deeper insights into customer journeys to customize offers and recommendations
Empower your team to transform customer service
Exceed customer expectations by delivering outstanding service across all channels
Simplify the workflow for your
service agents
Resolve Issues Faster with Copilot in Dynamics 365 Customer Service, saving time and aiding in crafting customer responses. Empower agents with real-time insights and AI-based routing for improved first-call resolution. Collaborate efficiently in Microsoft Teams for faster issue resolution
Enable selfservice
Offer real-time customer support with AI-powered chatbots and interactive voice response. Boost productivity through task automation and self-service options. Collaborate and gather insights from personalized community portals for expert advice
Optimize service operations
Gain insights with a multi-channel dashboard, AI-driven analysis, and KPIs. Identify coaching opportunities and streamline operations with automation. Forecast staffing levels and leverage an open, scalable platform for cost-effective integration
Engage with customers where they exist
Configure voice channels swiftly on Microsoft's platform to streamline communication. Enhance digital engagement across preferred channels for faster service delivery. Enable real-time translation capabilities to communicate efficiently in multiple languages. Implement sentiment-based routing to ensure cases are directed to the most suitable agents based on customer emotions and needs
Demonstrate your understanding
of your customers
Gain a comprehensive customer view and efficiently manage inquiries from multiple channels simultaneously. Authenticate customers rapidly and personally with biometric recognition. Tailor responses using AI-driven sentiment analysis to understand customer intent in real-time. Obtain deeper insights into customer journeys to customize offers and recommendations
Simplify the workflow for your service agents
Resolve customer issues swiftly with Copilot in Dynamics 365 Customer Service, expediting response crafting and troubleshooting. Agents access real-time insights, aided by AI for optimal routing and collaboration in Microsoft Teams for efficient issue resolution
Resolve issues faster with copilot
Save your teams time by utilizing Copilot in Dynamics 365 Customer Service for diagnosing, troubleshooting issues, and aiding in crafting customer responses
Access real-time insights
Empower agents with sentiment analysis, translations, transcriptions, and AI-recommended knowledge articles.
Connect with the right agent
Improve first-call resolution through AI-based routing, which categorizes issues and assigns them to the most qualified agent
Collaborate live in Teams
Gather experts who have resolved similar cases and then collaborate in Microsoft Teams for faster issue resolution
Offer AI-powered chatbots
Address customer issues in real-time using intelligent, conversation-based, generative AI-driven bots
Deliver conversational interactive voice response
Resolve issues rapidly through human interaction with generative AI-driven, conversation-based interactive voice response
Enable self-service through automation
Increase productivity by automating routine tasks and complex transactions
Receive responses from community portals
Collaborate, share insights, and gather valuable tips from other users and experts within personalized community portals.
Enable selfservice
Provide real-time customer support with AI-powered chatbots for intelligent, conversation-based assistance. Resolve issues swiftly through interactive voice response with generative AI-driven technology. Boost productivity by automating tasks and transactions for self-service options. Collaborate and gather insights from personalized community portals for valuable tips and expert advice
Optimize service operations
Access a multi-channel insights dashboard with AI-driven analysis and KPIs. Identify coaching opportunities for support topics, interactions, and knowledge management. Streamline operations with over 1,000 predefined automation flows and custom data connections. Forecast staffing levels based on seasonal variations and predicted volumes. Leverage an open and scalable platform for cost-effective integration with existing business applications
Gain insights into different channels
Access a multi-channel insights dashboard with AI-driven conversation and channel analysis, and KPIs all in one place.
Indentify coaching opportunities
Discover new trends and enhancements for support topics, handler-customer interactions, and knowledge management.
Optimize through automation
Eliminate manual processes with over 1,000 predefined flows and integrate custom data connection programs into your ecosystem
Forecast and plan staffing levels
Plan for the right staffing levels based on seasonal variations, predicted ticket and conversation volumes using the forecasting report feature.
An open and scalable platform
Cut costs by leveraging existing functionalities and integrating with other business applications - all within a single platform
Set up voice channels
Rapidly configure phone systems to enable agents to assist customers on a scalable platform established and operated by Microsoft
Improve digital engagement
Deliver faster service to customers on their preferred digital channel, including email, text, social networks, or virtual assistant.
Offer real-time translation
Efficiently communicate with customers in any language through real-time translation
Utilize sentiment-based routing
Based on the customer's emotions and needs, you can consistently route the case to the appropriate agent
Engage with customers
where they exist
Configure voice channels swiftly on Microsoft’s platform to streamline communication. Enhance digital engagement across preferred channels for faster service delivery. Enable real-time translation capabilities to communicate efficiently in multiple languages. Implement sentiment-based routing to ensure cases are directed to the most suitable agents based on customer emotions and needs
Demonstrate your understanding of your customers
Gain a comprehensive customer view and efficiently manage inquiries from multiple channels simultaneously. Authenticate customers rapidly and personally with biometric recognition. Tailor responses using AI-driven sentiment analysis to understand customer intent in real-time. Obtain deeper insights into customer journeys to customize offers and recommendations
Gain a comprehensive view of customers
Efficiently handle customer inquiries from all channels while managing multiple sessions simultaneously
Authenticate using biometrics
Use behavioral recognition for a rapid and personalized method to verify the customer's identity
Analyze sentiment
Provide tailored responses with AI that monitors customer engagement and comprehends the customer's intent in real-time
Gain deeper insights into customer journeys
Obtain insights from customer interactions and journeys to tailor offers and recommendations
Enhance customer experience, and gain valuable insights to optimize your service operations
Enhanced customer experience
Dynamics 365 Customer Service enables quick and personalized customer support across various channels, leading to increased satisfaction
Tailored customer service
By analyzing customer behaviors and sentiments in real-time, you can tailor responses and offers for each customer, enhancing engagement and loyalty
Deeper insights and improved decision-making
Analyzing customer interactions and journeys provides deeper insights into customer needs and preferences, helping you make more informed decisions and optimize your business processes
Efficient management of customer interactions
The platform allows for handling multiple customer inquiries simultaneously from different channels, resulting in faster and more effective responses
Seamless authentication
Utilizing biometric identification allows for rapid and personalized customer authentication, improving security and user experience
A Trusted Partner For Seamless Dynamics 365 Implementation And Success
For over 15 years, we have helped businesses leverage Dynamics 365 to drive business growth, efficiency, and innovation. With a track record of over 70+ successful implementations and global roll-outs, we are confident in surpassing your expectations.
We always work with your unique needs and challenges in mind and specialize in working with agile methods that focus on flexibility, collaboration, and continuous improvement. We understand that the business landscape is constantly evolving, and our agile approach ensures that your business can quickly adapt to changing market conditions.
Our Global team of experts has extensive experience in business system implementation and works closely with you to understand your unique needs and challenges. We believe in delivering solutions that align with business goals, improve efficiency, and maximize returns on investment.
Our combined competence, team spirit, and exceptional customer service make us confident in being your best choice as a partner.
AVAILABLE ON MICROSOFT APPSOURCE
Microsoft AppSource is an online marketplace developed by Microsoft that provides a wide range of business applications, add-ons, and services for various Microsoft products, such as Dynamics 365 and Power Platform.
Engage Group is listed on Microsoft AppSource as a certified partner for delivering consultancy services on top of the Dynamics 365 eco-system.
Our popular “Dynamics 365 Review”- offering is available as a four-week assessment, delivered by our senior Dynamics 365 advisory team, and focuses on the following key pillars:
– Dynamics 365 Solution Review
– Dynamics 365 Project Review
– Dynamics 365 Azure DevOps Review