UNITE: Omnichannel for Dynamics Customer Service


For Customer Service Directors seeking to boost satisfaction metrics and empower agents across platforms, Omnichannel for Dynamics Customer Service offers a bespoke, adaptable omnichannel solution.

As a customer services director, are your agents struggling to cope with customer queries across separate channels, leading to poor customer satisfaction levels?

It’s a complex task to integrate various communication channels into a unified customer experience, while adapting to rapid digital transformation and ensuring compliance with industry regulations.

There is a better way to manage your customer service comms.

The Infinity Group UNITE: Omnichannel for Dynamics Customer Service is a customer support product that provides a seamless and consistent experience across multiple channels and touchpoints throughout the entire customer journey.

It integrates multiple communication channels to deliver a unified customer experience. This means that customers can interact with your business through multiple channels including telephone, webchat, Whatsapp , web portal SMS, messaging, email and social media.

Key Benefits include:

  • Unified customer view: Omnichannel for Dynamics Customer Service provides a unified view of customer interactions across multiple channels, enabling businesses to deliver a seamless and personalised customer experience.
  • Automation of routine tasks: Omnichannel for Dynamics Customer Service can automate routine tasks such as ticket routing and escalation, freeing up agents to focus on complex issues.
  • Real-time analytics and insights: Omnichannel for Dynamics Customer Service provides real-time analytics and insights into customer service operations, enabling businesses to make data-driven decisions.
  • Customisation: Omnichannel for Dynamics Customer Service can be customised to meet the specific needs of the organisation.
  • Ease of use: Omnichannel for Dynamics Customer Service is easy to use and can be adopted quickly by the team.

Key Features include:

  • Multi-channel support: Supports a wide range of communication channels (phone, email, chat, social media, SMS) for diverse customer interaction preferences.
  • Unified customer data: Centralises customer information, interaction history and preferences for a personalised, context-rich service experience.
  • Real-time communication and omnichannel routing: Enables instant communication and smart routing of inquiries based on agent skills and workload for efficient customer service.
  • AI and automation: Integrates AI chatbots and automation for routine queries, alongside a comprehensive knowledge base for agent assistance and customer self-service options.
  • Advanced analytics and customisation: Offers robust analytics for service quality improvement, customisable interfaces and mobile accessibility, ensuring scalability, security and 24/7 service availability.

Infinity Group is a leading Microsoft Partner in the UK, offering technology services, solutions and managed services. Our mission is to create a more productive and secure way of working by helping organisations do more for less across Dynamics 365, Microsoft 365 and Azure.

We’ll help you think bigger and grow faster by levelling up your IT strategy and accelerating digital transformation.

Speak to us today about the UNITE: Omnichannel for Dynamics Customer Service or register your interest for a no-obligation conversation with one of our consultants.

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