(upbeat music)
- [Narrator] Modern contact centers are omnichannel in nature.
Agents communicate with customers through voice, chat, email,
SMS, WhatsApp, and other methods, sometimes simultaneously.
In a disjointed contact center, this can be cumbersome for agents
as it involves a wide range of applications that they must constantly navigate between.
The new features in the October 22 Release Wave of Dynamics 365 Customer Service
create a more unified experience for customers, agents, and supervisors.
Here are the top new features we're introducing.
An enhanced layout with customer service workspace,
auto-summarized conversations for Microsoft Teams users,
preferred agent routing and call overflow enhancements,
support for voicemail and callbacks,
and new automation capabilities for creating
and managing swarms in Microsoft Teams.
Now let's take a closer look at these
and other new capabilities coming
in our vision for Release Wave 2.
Lillian is a customer service rep
for a supplier of industrial 3D printers.
Over the course of the day,
she'll answer customer inquiries through a variety of channels,
often in unison.
In Dynamics 365 Customer Service,
we've introduced more intelligent routing
so cases can be matched with Lillian based
on her skillset, availability, workload,
and relationship history with the customer.
As the identified preferred agent,
Lillian receives an incoming chat from a customer.
With the enhanced layout for the customer service workspace,
we've made it easier than ever
to simultaneously manage sessions to multiple channels.
Lillian does this without losing the context
of the work she has in progress.
A revised timeline control allows Lillian
to view a customer's history across interactions and channels.
When an inquiry comes in,
she can see that the customer previously chatted with
a virtual agent about an issue with their printer jamming
but they weren't able to resolve the problem.
She can auto reply to the chat
with an alternative solution that comes
from an AI suggested knowledge article.
It worked.
A transcript and conversation summary
are automatically generated
and the case is marked successfully closed
with no additional post contact wrap-up needed.
From now on, the case will be available
as a suggested solution
to agents who experience a similar problem.
Lillian looks for the next case
in a customer service workspace.
Previously, customers would have remained on hold.
With overflow rules,
they can leave a voicemail and prompt an automatic callback.
This message is regarding a printer
that is consistently overheating.
A review of the case history shows
that this seems to be happening regularly
and previous fixes haven't lasted long.
Lillian queries and reviews diagnostic messages generated
by the connected printer and believes it's time
to get some product experts involved
prior to getting back to the customer.
To continue the investigation, she begins a support swarm.
She can now automatically add participants
to her swarm based upon the skills required.
Tasks have been created for each member to follow.
Upon initiating a swarm, Lillian's manager,
a product expert, and a customer account manager
are added and notified.
When they see the invitation,
they know exactly the role they must play.
Leigh is a product expert added to the swarm.
He's not a Dynamics user
but can still participate through Teams,
an interface he uses regularly.
Leigh chimes in with some diagnostic suggestions.
It looks like there's a broken regulator
that needs to be replaced.
Before Lillian informs the customer,
she wants to determine whether it's covered under
the warranty.
Without needing to leave the case view,
she initiates a Teams chat
that can be easily linked to the case,
rather than wasting time searching for the right person.
An enhancement to the embedded Teams chat suggests
a contact in a warranty department.
Lillian begins a chat with Marcus.
Marcus reviews her case summary notes
and immediately determines that the scenario falls under
the warranty terms.
Now that she has a solution in hand,
Lillian can use a callback feature
to inform the customer of the news.
Afterwards, she quickly locates
and sends a warranty claim form
with an enhanced email template.
The template is pre-completed with everything
the customer needs to process a warranty claim,
saving Lillian valuable time.
Once again, she can accomplish all
of this through one interface.
Her actions are tracked directly to the case,
meaning she has minimal wrap-up
and can swiftly move on to the next case,
no matter what channel it comes through.
To learn more about
the Dynamics for Customer Service 2022 Release Wave 2,
we encourage you to review the release notes
and try out the Early Access features
as they become available.
(upbeat music)