Dynamics 365 Customer Service Premium provides an integrated Copilot-first contact center and CRM solution—all powered by generative AI. This license includes Dynamics 365 Customer Service Enterprise and Dynamics 365 Contact Center.
Key Features in Dynamics 365 Customer Service Premium:
Integrated Contact Center and CRM: Seamlessly combine contact center operations with CRM functionalities, providing a unified platform for managing customer interactions and service requests.
Generative AI Capabilities: Leverage advanced generative AI to enhance customer service with automated responses, predictive insights, and personalized interactions.
Omnichannel Customer Engagement: Manage customer interactions across multiple channels including phone, email, chat, social media, and self-service portals, ensuring a consistent and responsive service experience.
Advanced Case Management: Track and manage customer cases with sophisticated tools for case routing, resolution, and escalation, supported by AI-driven automation and insights.
AI-Powered Automation: Utilize AI to automate routine tasks, optimize workflows, and improve service efficiency, reducing manual effort and enhancing operational performance.
Unified Knowledge Base: Access and manage a comprehensive knowledge base to provide accurate and timely information to both agents and customers.
Enhanced Analytics and Reporting: Gain deep insights into service performance and customer interactions with advanced analytics and reporting tools, enabling data-driven decision-making.
Self-Service Capabilities: Offer customers self-service options through intuitive portals and knowledge bases, allowing them to find solutions and manage inquiries independently.
Integrated Agent Tools: Equip agents with an integrated interface that consolidates information and tools for managing interactions, improving productivity and service quality.
Scalable and Flexible: Adapt the solution to meet the evolving needs of your organization with scalable features and flexible deployment options.