From many Channels to one Unified Experience, Dynamics 365 brings it all together
Your customers expect to be able to reach you in the way that suits them, whether it’s by phone, email, chat, or social media. With Dynamics 365 Customer Service, all inquiries are gathered in one system, so your employees get a complete view of the customer, no matter which channel they use. Customers don’t have to repeat themselves, and you can deliver more efficient and consistent service across all channels.
The Value of Omnichannel Customer Service
Omnichannel isn’t just about having more channels, but about unifying them. When all inquiries are managed in one system, you get consistent case handling, shared context across teams, and the ability to scale your services without losing the personal touch.
AI-powered routing ensures that inquiries reach the right employee the first time – improving both response times and customer satisfaction.
Getting Started with Omnichannel Service
Where does the Service Experience Break Down?
We begin by identifying where customers experience delays or are asked to repeat themselves. Which channels are operating in silos? Where do employees lack the full overview?
Designing a Unified Experience
We configure Dynamics 365 Customer Service so all inquiries are gathered in one place. Phone calls, chats, emails, and social messages are routed intelligently and linked to customer history. AI and automation support employees with suggestions, summaries, and next steps.
Secure Rollout
We build the solution step by step: starting with the most important channels, ensuring integrations, and gradually expanding. Built-in dashboards and analytics provide insights into performance and support continuous improvements.
The Benefits of Omnichannel Service
One system for all channels
Phone, email, chat, and social media – all gathered in one system.
AI-powered routing
Inquiries are directed to the right employee the first time – enabling faster responses and shorter resolution times.
Consistent customer experiences
Employees always see the full history, sparing customers from having to repeat themselves.
Scalable and secure
From a few to many channels – with security, compliance, and governance built in.
Other Customer Service and Support services
Customer Service
AI-powered Support
Your Context. Our Starting Point.
At Context&, we get your context before we build your solution. Whether you’ve got questions or just need a fresh perspective, we’re here to listen – and to help.
Get in touch. We’re ready when you are.
