Microsoft Dynamics 365 Customer Service unified routing add-on | Yearly

Dynamics 365 Customer Service Unified Routing Add-On

Take your customer service to the next level with our Dynamics 365 Customer Service unified routing add-on. This powerful tool is designed to help you manage and route customer inquiries efficiently, ensuring that each issue is addressed promptly and effectively.

Key Features

• Automated case routing: Route customer inquiries to the most suitable agent based on their skills, expertise, and workload.
• Customizable routing rules: Define specific rules to route cases based on factors such as customer type, issue type, and priority level.
• Real-time monitoring: Track case assignments, agent workloads, and customer interactions in real-time to ensure seamless service delivery.
• Integration with Dynamics 365: Leverage the power of Dynamics 365 to access customer data, interaction history, and other relevant information to provide personalized support.
• Scalability and flexibility: Easily adapt to changing business needs with a scalable and flexible solution that supports growing customer service teams.

Key Benefits

• Improved first call resolution rates: Route cases to the right agent, reducing the need for escalations and improving resolution times.
• Enhanced customer experience: Provide personalized support by leveraging customer data and interaction history to deliver tailored solutions.
• Increased agent productivity: Automate case routing and assignment, freeing up agents to focus on high-value tasks and complex issues.
• Better resource utilization: Optimize agent workloads and reduce the risk of overloading or underutilization, ensuring that resources are allocated efficiently.
• Data-driven decision making: Gain valuable insights into customer service operations, enabling data-driven decisions to improve processes and optimize performance.

Use Cases

• Multi-channel support: Route customer inquiries from various channels, such as phone, email, chat, and social media, to the most suitable agent.
• Priority-based routing: Route high-priority cases to experienced agents, ensuring that critical issues are addressed promptly and effectively.
• Skill-based routing: Route cases to agents with specific skills or expertise, such as language proficiency or product knowledge.
• Geographic-based routing: Route cases to agents based on geographic location, ensuring that customers receive support from agents familiar with local regulations and customs.
• Omnichannel engagement: Provide a seamless customer experience across multiple channels and touchpoints, ensuring that customers receive consistent support regardless of the channel they choose.

By implementing our Dynamics 365 Customer Service unified routing add-on, you can streamline your customer service operations, improve agent productivity, and deliver exceptional customer experiences. Contact us to learn more about how our solution can help you achieve your customer service goals.