Today we’re announcing the release of the new Dynamics 365 Customer Service digital messaging offering. This new digital messaging offering expands and unifies the core capabilities of Omnichannel for Customer Service. With digital messaging, you're able to further empower contact centers to provide seamless, more personalized customer service across a wide range of channels. Combining a variety of digital add-ons into one end-to-end offering, digital messaging expands the options for how your agents engage customers, including:
In addition to these engagement channels, we've included real-time sentiment tracking, which now supports more than 40 languages. We've included seamless escalation support from bot to live agent with the agent receiving complete context of the existing conversation, so the customer never has to repeat information they've already shared. Plus, we've included access to future digital messaging channels within Omnichannel for Customer Service.
Omnichannel for Customer Service is a configurable, high-productivity interface that extends the power of Dynamics 365 Customer Service. It provides contextual customer identification, real-time notifications, integrated communications, and agent productivity tools, including knowledgebase integration, search, and case creation. With our new digital messaging offering, customers can contact support organizations via their channel of choice, while simultaneously arming agents with a true 360-degree view of the customer journey and the tools needed to deliver a quick resolution that is consistent across all channels of engagement.
In addition to launching this new offering, I'm also pleased to announce additional capabilities coming to Dynamics 365 Customer Service over the next few months:
At Microsoft, we're investing in customer service to enable you to consistently deliver world class customer care. From agent productivity tools to AI-enabled apps, we're innovating to help you earn customers for life. With our latest omnichannel capabilities available through our new digital messaging offering, customers can receive the seamless, personalized support they expect across any number of channels and agents.
Stay tuned. There's much more to come.
Learn more about Dynamics 365 Customer Service
Read more about what's coming to Customer Service in release wave 2
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*This feature is a preview, which means that it is made available to you before general availability so you can test and evaluate the preview and provide feedback to Microsoft. This preview may employ reduced or different privacy, security, or compliance commitments than a commercial version. As such, this preview is not meant to be used with any “live” or production Customer Data, Personal Data, or other data that is subject to heightened compliance requirements. Any use of “live” data is at your sole risk and it is your sole responsibility to notify your end users that they should not include sensitive information with their use of the preview. This preview, and any support Microsoft may elect to provide, is provided “as-is,” “with all faults,” “as available,” and without warranty. This preview is subject to the Preview Terms.
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