Customer Service Management System from Microsoft
Deliver excellent customer service experiences anytime, anywhere.
Empower companies to provide a seamless, end-to-end customer service experience within a single solution built on the Microsoft cloud to deliver consistent, connected support across all channels.
Consistently deliver the tailored service customers expect across channels using 360-degree customer views that allow agents to personalize every interaction.
Take the guesswork out of case resolution using tools designed to equip agents with the right information at the right time.
Our solution integrates technology across the landscape, helping customer service organizations unify and connect data, simplify the agent experience within tooling and provide a 360-degree view of the customer.
Dynamics 365 help us to customize and build customer experience into a workflow to create more personalized services and solutions with One-stop solution center. We became very proactive with engagement and pre-emptive measures for solving customer issues.”
Tan Wai Keat, General Manager, Tan Boon Ming Sdn Bhd (TBM)
Local Customers
Years of Experience
Success Rate
Industries Serve
Industry Awards
So what are some roadblocks and hold-ups from delivering exceptional service? We know that it’s getting harder for service organizations to meet the needs of not only customers but also our agents and workers today.
Features
Use Customer Service to:
Capabilities
Dynamics 365 Customer Service enables your organization to:
For more information or personalized demonstration kindly get in touch with us.
Pricing
Dynamics 365 Customer Service subscription offers two different pricing options which provide different access to functionalities. Under the pricing section, you’ll find the pricing options as well as the comparison of the plans.
To request pricing and licensing for software, and pricing for professional services kindly get in touch with us.
Services
Agile Dynamics Solutions is the leading Microsoft Partner providing wide-range of services for Dynamics 365 such as:
To learn more about the pricing of our services, the average timeline of Dynamics 365 implementation, or other services-related questions, kindly get in touch with us.
Consistently deliver the tailored service customers expect across channels using 360-degree customer views that allow agents to personalize every interaction.
Take the guesswork out of case resolution using tools designed to equip agents with the right information at the right time.
Simplify agent and customer experiences. Use rich insights to resolve cases faster, proactively serve agents suggestions, and quickly identify areas to automate.
Consistently provide personalized service through the customer’s preferred channel of engagement -whether it’s native voice, email, chat, SMS, or digital messaging channels. Leverage self-service chatbots, portals, and knowledge articles to further personalized the customer experience. Use the timeline to better understand the customer to create a single, connected service experience throughout the customer journey.
Delivering best-in-class service includes identifying issues before they happen with IoT alerts and signals embedded directly within the agent desktop. Additionally, stay connected with customers by automatically sending notifications for upcoming appointments, the status of support tickets, and other communication needs. Easily create message templates and set triggers to automatically send messages.
Use Microsoft Teams to empower agents to easily collaborate with other agents, supervisors, and experts to rapidly resolve issues. Provide agents the ability to navigate across multiple open cases without losing the context of existing work. Ensure consistency and efficiency across teams with agent scripts and create macros that automate routine tasks. Enable agents to accelerate issue resolution with a productivity pane that features AI-powered contextual suggestions for related knowledge articles and similar cases.
Lean on built-in AI to dynamically guide agents to the right action using tools such as real-time sentiment analysis, translation, and transcription. Quickly resolve critical issues with video chat, co-browser, and remote assistance capabilities. Connect and access disparate databases outside of customer service with federated knowledge search.
Seamlessly weave built-in, AI-driven analytics and insights into all facets of customer service to optimize performance. Easy-to-view analytics are integrated within the context of the agent and supervisor experience. Leverage virtual agents to resolve simple issues, saving time for agents to focus on more complex matters. Drive innovation by improving every customer interaction with deep insights that empower agents to guide customers to positive outcomes.
Eliminate the need for queue supervision with intelligent unified routing, a combination of AI models and rules, to assign incoming requests to the best-suited agents. Automatically group cases into topics using Natural Language Understanding to discover current trends and emerging issues across all channels. Improve customer satisfaction and agent performance with aggregated insights that show which trends are impacting core business metrics the most and receive suggestions on next steps that can help mitigate these issues.
Leverage Dynamics 365 Customer Voice to consistently exceed customer expectations by automatically triggering post-conversion surveys. This feature also supports inline surveys for web chat, embedded link-based surveys, and offline surveys.
Discover up-to-date pricing, licensing, and implementation investment requirements for Malaysia and Cambodia companies to use Microsoft Dynamics 365. Contact us to learn more about man-rate for implementation and customization services.
US $105
Per user/month
The Core Customer Service capabilities
US $195
Per user/month
The Advanced Customer Service capabilities
US $90
Per user/month
All-in-one omnichannel engagement across voice, digital channels, and chat
*Requires Enterprise license
US $75
Per user/month
Add native voice capabilities as part of your omnichannel engagement
*Requires Enterprise license
US $75
Per user/month
Omnichannel engagement across digital messaging channels, and chat
*Requires Enterprise license
US $60
Per user/month
Live chat omnichannel engagement between customers and agents
*Requires Enterprise license
| Professional License | Enterprise License | |
|---|---|---|
| Unlimited named users |  | |
| Case management | | |
| Knowledge management | | |
| Mobile | | |
| Unified service desk | | |
| Embedded intelligence | | |
| Context-driven suggestions | | |
| Service gamification | | |
| Analytics & KPI reporting | | |
| Leads (creation only) | | |
| Multisession support | | |
| Microsoft Power BI | | |
| Portals | | |
| Customization and Extensibility | ||
| – Application customization | Limited | |
| – Custom applications (Power Apps) | | |
| – Workflow automation (Power Automate) | | |
| Microsoft Integration | ||
| – Outlook | | |
| – Exchange | | |
| – Excel | | |
| – OneDrive / Sharepoint | | |
| – OneNote | | |
Agile Dynamics Solutions (ADS) is the leading Gold Microsoft Partner in Malaysia with over 30 years of experience, 1000s of projects successfully completed and the largest customer base locally. ADS has developed a unique methodology with a 100% success rate for Dynamics 365 applications.
Since 1990 we’ve helped Small, Medium, and Large businesses in numerous industry sectors increase their growth and save costs with intelligent ERP & CRM applications from Microsoft. We implement all Microsoft Dynamics 365 applications as well as integrate with Microsoft Power Bi, Power Automate, Power Apps, and Virtual agent.
If you are planning to implement a new ERP or CRM solution, we offer a flexible approach, affordable services, and excellent customer service with the leading experts from the #1 local Microsoft partner. Contact us to learn more.
Agile Dynamics Solutions is the leading Microsoft Partner in Malaysia and Cambodia with a team of local experts. They have implemented 1,000s of projects across the region for small to large size businesses across various industries. ADS offers services for all Microsoft Dynamics 365 products including Customer Service management solutions such as free demo, pricing & licensing, support and maintenance, and migration to upgrade your system. Their dedicated Dynamics 365 Customer Service team assists you in gaining the best efficiency throughout your project and ensures you go live with confidence!
Licensing & Pricing
Consulting & Training
Implementation
Upgrade & Migration
Customization
Integration
Support & Maintenance
Reporting
Five Ingredients to Ignite Always-On Service
Global state of customer service
How technology benefits the customer experience
The Total Economic Impact™ Of Microsoft Dynamics 365 Customer Service
Customer centricity: A key priority across all lines of business
Delivering personalised experiences in times of change
Engaging Customers in the New Era of Digital Age
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