1. Customer service
With COVID restrictions, many customer agents are working remotely, and that can present a challenge. The addition of AI to customer-service modules improves customer engagement options. Omnichannel AI updates to the Dynamics 365 suite of products equip your customer service team with better insights for a more rapid response to customer needs
The integrated omnichannel platform supports existing channels and newer messaging systems such as WeChat, LINE, etc. New functionality includes co-browse and remote desktop for increased accountability. Service agents can share the customer's screen view remotely to help resolve issues from anywhere, anytime.
AI (Artificial Intelligence), BI (Business Intelligence), and Machine Learning combine for greater visibility into operational data, performance metrics, and emerging trends. Business leaders can now make better-informed strategic decisions. Historical analytics and multiple interactive reports help track critical operational metrics so agents can address customers' needs efficiently.
2. Customer Experience
Dynamics 365 Customer Service Insights helps both agents and customer service managers make better decisions and proactively improve customer satisfaction. Previously, there were limitations in optimizing customer experiences because of disconnected systems and data siloes. Now, with
Microsoft introduced new first and third-party data connections that can be updated and activated in real-time. Deeper insight is available with
Microsoft Forms Pro allows users to gather data on changing customer behaviors and perceptions. These insights can then inform updates to customer profiles and activities in real-time. Your customer service agents will be in a better position to understand and engage with your customers.
Microsoft has also expanded their Customer Insights to the Government Cloud Computing Environments so that the Government can leverage these insights to understand their employees better, interact with their citizens, and transform cities at scale.
Predictive sales forecasting is now possible in Microsoft Dynamics 365 Sales and Dynamics 365 Insights. The
The application gathers data from every phase of the sales cycle. It manages all your opportunities, leads, email, meetings, contacts, calls, etc. Track changes across the platform to identify opportunities and leads. New features like modular forecast, pipeline revenue prediction, unborn revenue prediction, forecast strategy selection, and forecasts via hierarchy help you make strategic and tactical decisions.
Microsoft introduced a new Engagement center designed to help with sales acceleration. Sellers can now move from leads to opportunities in an AI – prioritized work queue. No need to switch between views to identify the next best steps. The app guides users to make the whole process easier.
Microsoft Dynamics 365 Finance Insights extends the power of AI to the finance department. Quickly and easily understand your company's cash position and take proactive measures to address any issues. The application automates manual tasks. Its intuitive operation means you don't have to learn or hire AI expertise to get beneficial insight into your business.
Microsoft also introduced Microsoft Dynamics 365 Project Operations to help you connect cross-functional project teams. Now your teams have complete visibility of projects for better collaboration. Disconnected data silos are no longer a problem for project-centric organizations. More efficient work processes lead to greater profits.
This is just a taste of the rich functionality delivered by the Microsoft Dynamics 365 product line. There are also B2B sales and marketing, omnichannel retail capabilities,