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Customer Service, Contact Center & Field Service with Microsoft Dynamics 365
Deliver Exceptional Customer Experiences with Microsoft Dynamics 365
In today’s competitive landscape, businesses need intelligent, proactive solutions to elevate customer satisfaction, unify support channels, and optimize field operations. Microsoft Dynamics 365 Customer Service, Contact Center, and Field Service deliver AI-powered tools to streamline case management, enhance omnichannel engagement, and ensure efficient field performance.
Why Microsoft Dynamics 365 for Customer Service, Contact Center & Field Service?
Dynamics 365 Customer Service – Deliver Proactive, AI-Driven Support
For businesses looking to enhance agent efficiency and deliver personalized customer service with deep CRM integration.
Key Features:
• AI-Driven Case Management with automate case creation, categorization, and resolution with Copilot-powered suggestions and contextual insights.
• Knowledge Management Tools by enabling agents to access and create knowledge articles in real time, improving resolution speed and consistency
• Embedded Microsoft Teams Collaboration by connecting agents with experts across the organization for faster issue resolution without leaving the workspace.
• Customer Journey Orchestration by leveraging a 360-degree customer view to anticipate needs and tailor interactions based on history and preferences.
• Supervisor Dashboards with monitoring agent performance and service trends with customizable, AI-enhanced reporting tools.
Dynamics 365 Contact Center – Unify Engagement with Scalable, AI-First Solutions
For businesses aiming to transform customer interactions across all channels with a Copilot-first contact center platform.
Key Features:
• Voice and Digital Channel Integration by delivering seamless support via voice, SMS, chat, and social media with unified routing and real-time transcription.
• Conversational Self-Service by deploying advanced IVR and AI bots built with Nuance technology to resolve issues without agent intervention.
• Agent Productivity Boosters by providing real-time sentiment analysis, conversation summaries, and response prompts through Copilot integration.
• Scalable Cloud Architecture by handling high-volume interactions with 99.9% uptime, built on Azure for reliability and global reach.
• Cross-CRM Compatibility: Integrate with existing CRMs or Dynamics 365, ensuring flexibility and data continuity across systems.
Dynamics 365 Field Service – Optimize On-Site Service Operations
For businesses managing field technicians and service operations.
Key Features:
- Smart Scheduling & Dispatching: AI-driven scheduling for optimal resource allocation.
- Mobile Field Access: Equip technicians with real-time data, workflows, and remote assistance.
- Predictive Maintenance: Leverage IoT sensors to detect and resolve issues before failures occur.
- Work Order Automation: Streamline processes from case creation to job completion.
- Customer Communication Tools: Keep customers informed with real-time service updates and notifications.
Why Choose ELCA as Your Microsoft Dynamics 365 Partner?
Get Started with ELCA Today!
Whether you need AI-powered customer support or optimized field service management, we have the right solution for you.
Read more about ELCA as Microsoft Partner
Bertil Maire
Head of MS Solutions Business Line
Meet Bertil Maire, our MS Solutions Business Line leader. Contact Bertil to discuss how he can help propel your MS Solutions initiatives forward.