The way the world works has changed dramatically over the last decade and even more so in recent years. Shoppers expect personalized, digital experiences throughout their journey.
The evolution of salespeople requires several changes to their everyday experience: work prioritization, innovative digital communication tools, better collaboration to increase productivity, spending more time becoming a trusted advisor to their customers, and more.
What's new Microsoft Dynamics 365
During the first months of the year, Microsoft brings news and innovations that provide significant capabilities to transform any business. The release announced not long ago contains hundreds of new features in the Dynamics 365 applications. Today we will talk about two of them: Sales and Customer Service.
Microsoft Dynamics 365 Sales
Dynamics 365 Sales are the market-leading sales application that empowers all organizations to sell more by understanding their customers and how they want to buy, powered by data technology. The tool brings the power of business data to wherever salespeople work through their favourite productivity tools like Office 365 and Teams. Salespeople can quickly tap into the core of customer needs to sell more efficiently.
Dynamics 365 Sales offers new capabilities, such as improved flow capabilities for personalized and account-based interactions, AI-powered actionable recommendations in sales force workflows, updated form designs, and new opportunity management workspaces.
The tool brings significant improvements in many areas, and these are the most relevant:
revenue intelligence
The revenue intelligence capabilities in Dynamics 365 Sales enable your sales team to proactively and efficiently manage revenue by setting product prices and discounts, setting targets, forecasting sales, viewing quotes, and managing sales results.
Sales execution and sales force automation in Dynamics 365 Sales enables salespeople to increase productivity and efficiency in their primary work area: sales. These features help salespeople initiate marketing campaigns, generate leads, assign leads to salespeople, convert leads to opportunities, manage accounts and contacts, and manage all lead and opportunity-related activities to close.
sales commitment
Sales Engagement in D365 for Sales empowers your salespeople to engage with customers in the most brilliant way possible through AI-powered insights into customer relationships and conversations and tools to standardize the sales process. These tools help salespeople maintain healthy customer relationships and have impactful conversations with them.
Microsoft Dynamics 365 Customer Service
Dynamics 365 Customer Service empowers agents to work more efficiently with enhanced voice capabilities, unified routing, integrated Microsoft Teams collaboration, and agent workspace elements such as case forms, schedules, and control conversations.
Dynamics 365 Customer Service is part of a digital contact centre platform that delivers best-in-class customer service through real-time customer engagement, agent collaboration, advanced telephony, and artificial intelligence analytics. Advanced routing, case management, knowledge management, integrated and AI-enabled Microsoft Teams capabilities maximize agent productivity while streamlining administration, and embedded analytics streamline contact centre operations.
Again, the tool has brought significant improvements in many investment areas, and these are the most relevant:
Administrator experiences
The modern admin experience provides a consistent setup experience, unifying the management of Dynamics 365 Customer Service, unified routing, and omnichannel campaigns. The Customer Service Management Center app consolidates all customer service-related management experiences into one app, providing an intuitive and guided experience.
Agent experiences
The agent experience is at the heart of Dynamics. Improving employee confidence is vital to improving customer service satisfaction. Dynamics 365 Customer Service delivers intuitive collaboration capabilities in a customizable workspace and increases your team's efficiency with the productivity tools you need to deliver a seamless, personalized customer experience across any channel.
Supervisor experiences
The supervisor experience is intended for customer service managers and analysts. Vital operational indicators allow supervisors to continually monitor and correct routes, such as stepping in when customer sentiment turns negative, improving agent staffing to optimize productivity, and helping maintain high service levels.
Omnichannel
The omnichannel capabilities in Dynamics 365 Customer Service allow organizations to instantly connect and engage with customers through live chat, SMS, voice, and social channels. Omnichannel capabilities enable organizations to offer a genuinely integrated contact centre by providing a seamless experience for agents and insight into conversations across all channels.
unified routing
Intelligent routing services use a combination of AI models and rules to map incoming service requests from all channels. Assignment rules take into account customer-specified criteria, such as priority and skills. The Routing Service uses AI to classify, route, and assign work items automatically and eliminates the need for continuous queue monitoring and manual work assignments, providing organizations with operational efficiencies. Several features, such as percentage-based routing, overflow management, and routing to preferred agents, help optimize the routing of work items to the most appropriate agent.
If you are interested in us telling you about any of these improvements in more detail and would like us to offer you a demo without obligation, do not hesitate to fill out this form!
We will be happy to help you improve your business.
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