Microsoft Dynamics 365 Contact Centre Integration

A multi-channel customer and service user case management platform for teams.​
Boost Your CX With A Better Integrated Contact Center, CRM, And Collaboration Systems.
Microsoft Dynamics 365 Contact Centre Integration

Contact Centres have long played a central role in supporting customers throughout their journey across pre-purchasing and aftersales touchpoints. 

Resolving customer complaints, troubleshooting product/service issues in a timely manner is essential for a successful business. More so is how those interactions are executed, especially now that a single negative interaction can have far reach implications. 

While many organisations have the right tools in place to support contact centre rollout, those tools often lack the integration with other line of business systems that allow call-centre and accounts administration staff to operate efficiently. 

That’s where Microsoft Dynamics 365 Customer Engagement plays an important role in driving the right kind of business outcomes with tighter integration between contact centre systems, customer relationship management and internal collaboration tools like Microsoft Teams. 

Portrait Of Businessman Wearing Headset Talking To Caller In Customer Services Centre
Common Issues
Not having adequate technology to enable agents to easily meet customer needs.
Insufficient collaboration tools to connect agents with peers, supervisors and subject matter experts.
Not able to service customers on their channel of choice.
Poor visibility of the right information to help agents better understand customer context.
The high cost of maintaining and deploy simultaneous updates and integrations with contact centre and CRM systems.
A Unified Contact Centre Approach with Microsoft Dynamics 365
Earn Customer Loyalty
Minimise customer effort, proactively address issues, and deliver more personalised, seamless service.
Empower Every Agent
Give agents the knowledge they need to deliver faster, more consistent service.
Adapt to Changing Needs
Anticipate and react quickly to customer, business, and market demands using a customer service software application with intelligence built in.
Omni-Channel Engagement
Connect with customers anytime, anywhere.

Support your customers wherever and whenever they need it. Deliver the personalised, consistent service customers expect across their choice of device and channel—including social media.

  • Use a unified platform for consistency and visibility across channels
  • Get deeper insights with a 360-degree customer view
  • Personalise interactions based on past interactions and behaviour
Self-service and communities
Help your customers help themselves.

Make it easy for your customers to find answers on their own, as well as access a community space to connect with peers and subject-matter experts. And when they require it, customers can seamlessly transition to assisted support.

  • Offer access to customer service anytime, anywhere
  • Deliver real-time service that’s optimised for any mobile operating system and device
Agent enablement
Help your agents succeed through a single user interface.

Give your agents the tools, guidance, and data they need to resolve issues. Agents will speed resolutions and deliver a more personalized, effective level of support using service software that accesses all customer information in one place—even pulling data from systems outside customer service.

  • Support agents with a visual interface that delivers role-tailored experiences
  • Manage cases faster and provide differentiated levels of support
  • Speed resolution using machine learning and advanced analytics capabilities
Unified knowledge
Give agents and customers answers on the spot.

Access and deliver consistent answers across channels using a searchable knowledge base. Personalise content on the portal for customers and measure response impact through in-depth analytics.

  • Deliver the right answers at the right time across channels
  • Capture content from social media, service interactions, and experts
  • Understand how your knowledge base is being used with rich analytics, helping you improve and add information based on customer needs
Digital intelligence
Be proactive with built-in digital intelligence.

Enable predictive customer service using data analytics built into your customer service software. Identify trends, anticipate opportunities, and gain invaluable insights through interactive dashboards and data visualisation capabilities.

  • View real-time key service metrics through custom dashboards
  • Automatically detect sentiment and intent on social posts using built-in intelligence
  • Resolve issues faster by using machine learning to reference relevant articles and cases
  • Get quick insights to help identify trending issues

Latest Customer Engagement Articles

Who do we work with?

Microsoft Dynamics 365 Customer Engagement Customer Successes

Improve Customer Satisfaction
Create Customers for Life
Microsoft Dynamics 365 & Teams
Omni-Channel for Customer Service

SmartStep Platform Recommendation

Upgrade NAV to Business Central
Dynamics 365 Platform Recommendation