>> Hello, everyone. Thank you for joining us.
Today, we are going to take a look at
Dynamics 365 for Customer Service.
I actually want to do this by start to taking
a look at our goals that we have with this application,
and it really is to earn customers for life.
Now, we're going to do this with a few key points.
We're going to engage with customers on
any channel or device of their choosing.
We're going to deliver fast and personalized service.
We will learn from every interaction that we have.
With the uptake in AI,
we've invested heavily in AI-driven insights to improve support.
Lastly, we're going to allow organizations to continue
to innovate with a modern and adaptable platform.
So let's jump into our key investment areas
for this April 2019 release,
and it starts with Intelligent Support.
As part of the core Customer Service Updates,
we're making investments across
usability, extensibility, and fundamentals.
Some of these key enhancements include:
usability improvements to the case form,
the timeline control, and the SLA timer,
providing more choice by supporting Microsoft Edge and Chrome
in the Unified Service Desk and
making the case resolution dialogue extensible.
Knowledge enhancements include the ability to create and leverage
knowledge-based templates and analytics to
empower organizations to keep their knowledge base up to date.
Our next investment area is the Omni-channel Engagement Hub.
For Dynamics 365, this is a Cloud-based service that extends
the power of Dynamics 365 for Customer Service to
enable organizations to instantly connect and engage
with their customers via channels like chat and SMS.
The Omni-channel Engagement Hub also
provides a modern, customizable,
high-productivity app that allows
agents to engage with customers across different channels.
This offers contextual customer identification,
real-time notification,
integrated communication,
and agent productivity tools like knowledge-based integration,
search, and case creation to ensure agents are effective.
Supervisors will also get real-time and
historical visibility and insights into
the operational efficiency of
agents and the utilization across various channels.
The enterprise-grade routing and
work distribution engine allows
customers to configure agents present,
availability, and routing rules, thus,
ensuring agents are working on the most relevant engagement.
The April 19 release includes
integration of the Omni-channel Engagement Hub with
Dynamics 365 Virtual Agent for Customer Service
which is going into public preview.
The key capabilities of this are
the integration with the Omni-channel Engagement Hub,
that it allow for the routing of
an incoming chat request to a virtual agent.
This can also escalate conversations from
that virtual agent to a human agent providing
the full transcript of
the virtual agent conversation for
the human agents that's taking over the case.
Lastly, our third investment area is Actionable Insights.
Dynamics 365 Customer Service Insights gives you
an actionable view into critical performance metrics,
operational data,
and emerging trends for your customer service organization.
Built-in dashboards, interactive charts,
and visual filters provide
insights to support operations across channels,
automatically highlighting areas for improvement
with the greatest impact on customer satisfaction levels.
Customer Service Insights uses AI technology to
detect emerging support topics as they arise,
allowing you to proactively
deliver better customer service experiences.
The AI-driven technology enables
targeted actions to improve resolution rates,
reduce wait times, and decrease customer service cost.
Starting with the April 2019 release,
Customer Service Insights is now generally available.
So let's jump in and take a look at the details
around Dynamics 365 for Customer Service.
We're going to look at every single area
from the Omni-channel Engagement Hub,
all the way through actionable insights.
But let's start by looking at some of
the core customer service items that we're updating.
One of my personal favorites is the case resolution extensibility.
We're actually allowing you to
customize the case resolution dialogue,
so that administrators can add,
remove, or edit any fields on
the case resolution dialogue and
customize it as per the requirements.
Furthermore, we've enhanced case management.
As we know, case management is
a core capability of customer service.
Based on the feedback from customers,
we've invested in enhancing usability of
the case management processes to improve agent productivity.
Some of these enhancements are the case form UI enhancements,
which will improve information density on the case form,
and SLA timers will show the remaining time in two modes,
being the business hours and the actual hours.
Now, more options offer greater agility.
So we're enabling you to use Google Chrome browser to
host web applications in the Unified Service Desk.
This release enables Unified Service Desk to
host the web applications using the Google Chrome browser.
Customers will have the following capabilities.
They'll be able to select
Chrome as a hosting type for the organization,
and they'll be able to select Chrome as
a hosting type for select web applications,
side-by-side with Internet Explorer and Microsoft Edge.
So let's move on to
the Channel Integration Framework for Dynamics 365,
and how we're going to build
immersive communication experiences
with third-party channel providers,
bringing your own channel providers, embedding your voice,
chat, and e-mail communication widgets into
this channel agnostic framework to communicate with
Dynamics 365 using a standard API set.
Our Channel Integration Framework is a platform-and
browser-independent leaving zero footprint
for integrating communication widgets.
Customize business workflows,
automate communication scenarios such as search
and screen pop based on
incoming parameters like phone number and click to dial.
So let's move on to capturing and sharing knowledge.
Knowledge article templates simplify
capturing knowledge by enabling any person in
a customer's organization to easily
participate in building a structured knowledge base.
Customers will get out-of-the-box
templates that they can readily use.
They will also have the ability to create, edit,
or delete templates as per the needs of the business.
Knowledge authors in the customer's organization can
use these templates to quickly create knowledge articles.
Enhanced relevant search and knowledge
recommendations improve the delivery of relevant articles,
providing agents essential information in the first view.
Search notes and attachments of
knowledge articles from within the case form,
and receive knowledge article recommendations
based on related entities data.
So let's jump into the Omni-channel Engagement,
and let's look at multi-session agent experiences
and then the relevant situation information.
So agents can use
the Omni-channel Engagement Hub via two massive experiences.
The web experience on the Dynamics 365 Unified Client Interface,
which is optimized for multi-session capabilities,
or they can use the Unified Service Desk,
which is based on the thick client experience,
that allows multiple session capabilities,
as well as integration with third-party applications.
The ability to handle multiple simultaneous sessions,
while preserving customer contacts,
allows agents to resolve issues
faster and achieve higher productivity.
Some of the new capabilities that we're
enabling are; an Agent Dashboard,
in which the agents can view their work items,
pick open items from the queue they're a member
of and view items they have closed during the last 24 hours.
It can also have a 360 view of customer agents,
to see the contextual view of the current customer,
recent interactions, issue snapshot and so on,
to get an instant 360 view of the situation at hand.
Presence management, agents can actually set
custom present statuses to
indicate how occupied they are with work.
Now also, we've included Search,
and agents can search for customers issues and
other relevant information required
and link them to ongoing conversations.
Inline Quick Replies, agents can actually use
pre-configured quick replies to quickly respond to customer,
thus adhering to the organization's communication guidelines,
and reducing typing errors.
Now moving on here to the supervisors experience,
supervisors need to monitor,
manage and ensure agents remain highly
productive for customers to receive excellent support.
To manage the agent workforce and
the volume of customer requests being handled each day,
supervisors require intraday monitoring capabilities.
Supervisor experiences offer several capabilities that
enable supervisors to effectively manage the agent workforce,
monitor intraday KPIs on agent productivity,
and contact center operations to take prompt corrective actions.
Some of the examples here are real-time conversation monitoring.
Supervisors can track conversations and
assist agents in resolving the issue in real-time.
Consult. Supervisors can step in
to help agents during the conversations with customers.
The supervisor can converse with
only the agent or with the agent and the customer.
So let's move on to unified routing and work distribution.
Organizations can leverage the unified routing
and work distribution capabilities
to route work items
originating from channels like Chat and Messaging,
as well as entities like Case to
different customer support teams within the organization.
Through the configuration interfaces,
organizations can tightly define
the work profile that their agents are supposed to handle.
The unified routing and work distribution system
ensures that the right task is assigned to the right agent.
It also unifies the work items requests across
channels and asynchronous work items like cases,
leads and so on.
Moving forward, let's start to take a look at
the Live Chat Channel and
agent productivity features that we're releasing.
Now Live Chat has emerged as
one of the primary channels for customers to
interact with support agents
because of simplicity and ease of use.
Customer service centers prefer
customers to connect via the Live Chat Channel,
because it allows service agents to be more
productive by simultaneously engaging with multiple customers.
The live channel offers
several capabilities to ensure the support agents
and end users can interact
effectively and remain highly productive.
Examples of these features include
a quick and easy provisioning of multiple chat widgets,
creating multiple chat widgets to segregate
portal users and create
personalized experiences based on their profile,
organizational preferences and their location on the website.
We offer the ability to configure visibility,
availability and offline surveys based on the business hours.
We can set up proactive chat to drive customer engagement.
We can offer chat transcripts for users to enable customers to
download an e-mail of
the chat transcript at the end of a chat session,
and attachments for agents and customers.
So let's jump in to the next area,
where we're looking at the expanded portal messaging.
It's possible today for customers to create
cases and request support using Dynamics 365 Portal.
With portal messaging,
these work items can be routed to appropriate agents via
the unified routing and
work distribution system of the Omni-channel Engagement Hub.
Agents can use the same multi-session experience to handle
these work items alongside those
coming in from channels such as Live Chat,
SMS and so on.
Now, we've also introduced powerful bi-directional SMS.
An SMS channel is a powerful mechanism for organizations
to reach and interact with
the customers in a timely and convenient manner.
Two-way conversation messaging through SMS can
help organizations increase their customer satisfaction,
improve agent productivity and reduce support costs.
Some key capabilities of the SMS channel are,
the seamless setup experience of those SMS channels,
conversational view of SMS messages
that will help increase the productivity of support agents,
and customers will need an SMS subscription with
a tele-sign to leverage the two-way texting capabilities.
Next, let's go on to the seamless bot integration.
Today, customers are increasingly demanding that companies serve
their needs and meet their requirements
quickly, efficiently and accurately.
At the same time, there's a strategic shift toward use of
self-service channels with customers looking
to solve product or service issues themselves.
Apart from the ubiquity and
nonstop availability offered by these chatbots,
interactions with them could also be analyzed
in regarding to understanding consumer sentiment,
level of engagement and product feedback.
Integration of intelligent bots within
customer service operations positively
impacts customer service KPIs,
like average handling time and average number of cases,
while simultaneously reducing cost.
With the Omni-channel Engagement Hub,
customers can now bring their own bots
and connect them with the Omni-channel Engagement Hub ecosystem.
As part of the bring your own bot feature,
customers can now configure
their bots in the Omni-channel Engagement Hub through
a simplified setup experience to
enable routing of conversation to bot.
They're able to provide seamless contextual escalation
and consistent experience for end users,
as well as enable agent productivity with
rich bot user conversation transcripts and chat context.
So with all of that being said,
we hope you're as excited as we are about
the upcoming April 2019 release of customer service.
I invite you to check out
the helpful resources for each app in the provided links,
and I want to thank you very much for your time.
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