MicrosoftDynamics 365

Dynamics 365 Customer Service

Resolve customer issues faster across phone, chat and email, with AI help for agents and self-service for customers.

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Dynamics 365 Customer Service, what the product delivers

Sound familiar?

  • Customers repeat themselves because agents cannot see their history
  • Cases are routed by hand and wait too long
  • There is no self-service, so simple questions fill the queue
  • Supervisors cannot see how the team is doing

Empower your agents and transform customer service

Exceed customer expectations by delivering exceptional service on any channel.

Make agents' work effortless

Resolve issues faster with Copilot

Save agents time by using Copilot in Dynamics 365 Customer Service to diagnose, troubleshoot issues, and help draft customer responses.

Prioritize the Right Cases

Rank incoming cases by urgency and customer value so agents work on what matters most first.

Connect with the right agent

Increase first-call resolution with AI-based routing that classifies issues and assigns them to the best-suited agent.

Collaborate live in Teams

Bring together experts who resolved similar cases, and then collaborate in Microsoft Teams for quicker issue resolution.

Enable self-service

Provide AI-powered chatbots

Resolve customer issues in real time with intelligent, conversational, generative AI-powered bots.

Deliver conversational IVR

Resolve issues quickly through human-like interactions with generative AI-powered, conversational interactive voice response.

Self-serve with automation

Increase productivity by automating routine tasks as well as complex transactions.

Get answers from community portals

Collaborate, share tips, and gather rich insights from other users and experts in personalized community portals.

Meet customers where they are

Set up voice channels

Quickly set up phone systems for agents to assist customers on a scalable platform built and operated by Microsoft.

Enhance digital engagement

Provide faster service to customers on their preferred digital channel, including email, text, social network, or virtual assistant.

Provide real-time translation

Effectively communicate with customers in the language of their choice using real-time translation.

Use sentiment-based routing

Based on the customer’s emotions and needs, route the case to the right agent every time.

Show them you know them

Get a 360-degree view of customers

Manage customer requests from any channel while handling multiple sessions at the same time.

Authenticate with biometrics

Use voice and behavioral recognition for a fast and personalized way to verify customer identities.

Analyze sentiment

Deliver personalized responses with AI that monitors customer engagement and understands customer intent in real time.

Learn customer journeys

Gain insights through customers’ interactions and journeys to personalize offers and recommendations.

Optimize service operations

Get supervisor insights

Access an omnichannel insights dashboard with AI-driven conversation and channel analytics, and KPIs all in one place.

Find coaching opportunities

Detect emerging trends and identify improvements across support topics, agent-customer interactions, and knowledge management.

Drive efficiency with automation

Eliminate manual processes with more than 1,000 prebuilt flows and add custom data connectors to your ecosystem.

Predict and plan staffing levels

Plan for the right level of staffing based on seasonality, predicted number of cases, and conversational volume with the forecast report feature.

Build on an open and extensible platform

Reduce costs by building on existing capabilities and interoperating with other business applications, all on a single platform.

What a Dynamics 365 CRM project costs

Clear ranges so you can plan a budget before the first call. Pick the tier closest to your situation.

Essential

One department or process, standard configuration.

$5,000 to $12,000

one-time project

Get a fixed quote
Best fit for most organizations

Standard

Several departments, integrations and data migration.

$25,000 to $45,000

one-time project

Get a fixed quote

Enterprise

Organization-wide, multi-entity or heavily integrated.

From $65,000

one-time project

Talk to an expert
  • A range becomes a fixed price after a short scoping call. What moves a price: users and departments, data to migrate, integrations, and how much is configured versus built.
  • Optional annual support and managed governance starts at 18% of the project value per year (minimum $1,800). Changes after go-live are $85 per hour, or a prepaid 20-hour block for $1,600.
  • Prices exclude VAT (16% in Kenya) and withholding tax.

Not sure which fits? Tell us your team size and what you use today and we will point you to the right option.

Questions we hear most

What does Dynamics 365 Customer Service do?

It helps agents resolve issues faster with AI assistance and automation, offers customers self-service, and gives supervisors the insight to coach and plan staffing.

Does it work across several channels?

Yes. It supports voice, chat and other digital channels, and can route work using sentiment.

Does it connect to Teams?

Yes. Agents can collaborate live in Teams.

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Interested in Dynamics 365 Customer Service?

Let's explore how it can work for your organization.

Talk to an Expert