Great news, Microsoft extands the Omnichannel portofolio with outstanding offers :
New Channel : Teams
Microsoft expands the digital communication channels available within omnichannel experience for Customer Services in Dynamics 365 with TEAMS.
Microsoft complements the existing channels such as phone, email, Facebook Messenger, and SMS and support delivered for messaging channels like WhatsApp, WeChat, Twitter Direct Message, and LINE.
As organizations continue to adopt Microsoft Teams for internal team collaboration and business operations, there is an increasing desire to allow their employees to obtain internal support through Teams. This feature allows organizations to connect their employees with internal support personnel using Omnichannel for Customer Service by bringing in Microsoft Teams as an engagement channel for support of internal functions like tech support, human resources, and finance.
Extending proactive customer service with IoT technology
Connected Customer Service helps organizations transform into a proactive and predictive service model by integrating IoT diagnostics, IoT device update, and case management platform into Dynamics 365 Customer Service. In addition to servicing devices when customers reach out for support, agents can also monitor devices and proactively send commands to update devices without the customer having to report the issue.
This allows agents using Customer Service Hub to diagnose and fix issues remotely, which leads to cost savings and improved customer satisfaction. Customer service organizations can reduce downtime by connecting to IoT devices to diagnose problems before customers are aware of an issue, as well as address issues faster by remotely monitoring and updating devices and keeping customers in the loop.
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