Optimize your customer service with Dynamics 365 Customer Service.
Microsoft Dynamics 365 Customer Service is Microsoft’s customer service management solution that uses artificial intelligence, automation, and unified data to transform how your company resolves issues and interacts with customers.
More than just responding to requests, modern customer service demands agility, personalization, and efficiency at scale. With AI applied to customer service, your company can reduce ticket resolution times, increase agent productivity, and deliver consistent experiences at every stage of the process.
Through the Dynamics 365 Customer Service solution, AlfaPeople can help your organization centralize interactions, automate processes, and turn every customer interaction into an opportunity to build loyalty.
Dynamics 365 Customer Service is a cloud-based customer service platform that allows you to manage cases, requests, and SLAs in a single interface and is powered by artificial intelligence.
The solution connects data, history, and interactions to provide a complete view of the customer, enabling faster, more accurate, and more efficient service.
Automate processes and reduce manual tasks
Increase first-contact resolution (FCR) with intelligent support
Reduce response times with AI-powered suggestions
Improve agent productivity with automation
Ensure SLA compliance and service quality
Support Contract Management
Centralize all requests on a single platform and gain complete control over the service cycle.
This approach allows you to resolve issues more quickly and consistently,
increasing customer satisfaction.
Artificial intelligence is integrated into agents’ daily routines.
This reduces operational effort and allows agents to focus on more strategic interactions.
Empower customers and agents with quick access to information.
Creation and management of knowledge articles
Integration with 24/7 self-service portals
AI-powered automatic content suggestions
Manage your operations with clear, automated rules.
Defining and monitoring SLAs
Automatic case routing
Intelligent escalation
With automation and AI, your company ensures greater agility and consistency in customer service.
Resolution time;
SLA compliance;
Team performance;
Sentiment analysis;
Customer Satisfaction Index (CSAT).
With AI, managers can identify bottlenecks, improve processes, and make more strategic decisions.
Dynamics 365 Customer Service connects data from across the company.
Integration with all Dynamics 365 business applications (Sales, Marketing, Field Service) and other Microsoft solutions.
Connectivity with external ERP and CRM systems.
Unified database with Dataverse.
This provides a complete view of the customer and improves service quality.
Customer Service focuses on managing cases, processes, and service level agreements (SLAs).
O Customer Service é focado na gestão de casos, processos e SLAs de atendimento.
The Contact Center (CCaaS), on the other hand, is responsible for managing interactions, particularly on channels such as voice and chat for real-time service.
Together, they form a comprehensive AI-powered customer service platform that connects operations, channels, and the customer experience.
Modernize your operations with an intelligent, automated, and data-driven customer service platform.
Contact AlfaPeople to learn how to implement Dynamics 365 Customer Service at your company.
It is a cloud-based customer service solution that allows you to manage cases, interactions, and processes with AI and automation support.
AI suggests responses, automates tasks, analyzes data, and helps agents resolve issues more quickly and accurately.
Yes. It centralizes interactions from multiple channels on a single platform with a complete history.
Yes. It integrates with Microsoft solutions and external systems, such as CRM and ERP.
It is the ability to resolve a customer’s request on the first contact, reducing rework and increasing satisfaction.
Yes. The solution includes portals and knowledge bases that allow customers to resolve issues independently.
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