Introduction
Contact Centres enable organisations to manage client interaction and enables problem solving from a single managed location. Omnichannel for Customer Service is an extension to Dynamics 365 Customer Service which provides these features. Recently Microsoft have released new options to add voice channels into the product singling it as one of the only products on the market that provides this functionality alongside a wider CRM.
What is a Channel?
A channel is a method of bringing customer experience to a single location. Typically a channel would represent some form of communication whether that be voice, WhatsApp, Messenger, Viber, etc. Having separate channels enables organisations to tailor their response based on a target audience and the needs raised through queries. Through Omnichannel for Customer Service, channels are created and configured through workstreams to align an the appropriate agent based on skill, capacity and the type of request.
What is a Voice Channel?
Voice is a relatively new feature to Omnichannel for Customer Service however that doesn’t mean it’s not feature rich. This channel enables organisations to either connect with an existing telephony system or use the phone number features in the platform. When a customer phones up, they are passed into a queue which enables an agent to pickup the call directly from Omnichannel for Customer Service. The calls are logged including the caller location, contact, existing case and the call transcript. A supervisor is able to access these activities from a central location to manage sentiment and help out the customer service operator.
Do I need Omnichannel for Customer Service?
Omnichannel for Customer Service enables the following as per the details referenced in the linked Microsoft article:
- Track customer issues through cases.
- Record all interactions related to a case.
- Share information in the knowledge base.
- Use unified routing to efficiently route work items.
- Manage conversations across channels including voice.
- Use AI-drive insights and analysis to improve customer satisfaction.
- Collaborate with experts in Microsoft Teams.
- Create and track service levels through service-level agreements.
- Define service terms through entitlements.
- Manage performance and productivity through reports and dashboards.
- Create and schedule services.
- Participate in chats.
What’s Next?
If you’re organisation hasn’t deployed Dynamics 365 Customer Service then that’s the starting point. The below article explains why organisations should start using Customer Service and alongside previous resources you’ll start to understand how Omnichannel for Customer Service can support a deployment further. risual has worked alongside numerous organisations to deploy both Dynamics 365 Customer Service and Omnichannel for Customer Service so if there are any questions, get in touch!
