Use Digital Contact Center Platform

The agent experience is at the heart of Microsoft Digital Contact Center Platform. The key to improving satisfaction in service delivery is enabling agents to take customer requests from any channel, handle multiple sessions at a time, interact with multiple apps without losing context, and enhance their workflow through productivity tools.

Use Customer Service workspace

The Customer Service workspace app helps increase agent productivity by providing a browser-like tab experience that lets agents use the same app to work on multiple cases and conversations. It's a modern, customizable, high-productivity application that enables agents to work on multiple sessions at a time in a single workspace.

For more information about Customer Service workspace and how to use it, see Get started with Customer Service workspace.

Work on cases

Case management is the core record that tracks individual customer service issues across channels and agents over time. Customers want to have a long and happy relationship with brands, and throughout that relationship, they might have several support inquiries through more than one support channel. To achieve this goal, Dynamics 365 Customer Service provides enhanced case configuration and improved case analytics for supervisors.

For information about how to create and manage cases, see the following articles:

• Create cases
• Manage cases
• View AI-suggested similar cases and knowledge articles

Interact with customers over messaging channels

As agents, you must instantly connect and engage with customers in your daily routine soon after you sign in to your shift. Digital Contact Center Platform lets you connect with your customers through a range of options, such as chat, voice, social channels, and SMS. Both the Customer Service workspace and Omnichannel for Customer Service apps provide context-rich multitasking experience across different customer sessions.

For more information about the agent tools that are available for effective engagement with customers, see the following articles:

• View the agent dashboard and agent conversations
• Use agent dashboard and call controls in the voice channel
• View the communication panel
• View call recordings and transcripts
• View smart assist suggestions for knowledge articles and similar cases using AI
• Guide customer interaction with agent scripts

Use analytics dashboards and insights

You can empower your teams with insights into customer satisfaction–boosting analytics and AI-powered features, so that they can spend less time searching and more time engaging with customers. The premium AI capabilities in insights use advanced AI technology for natural language understanding and natural language generation to help your service team focus on what matters and guide them to success.

For more information about the different dashboards and reports that help provide insights into your customer service operations, see the following articles:

• Customer Service dashboards
• Omnichannel for Customer Service dashboards
• Analytics for knowledge management