Staying ahead of the game in the ever-changing environment of customer service is critical for organizations
to flourish. Microsoft recognizes this, and in October 2023, a number of exciting new capabilities for Dynamics 365 Customer Service and Omnichannel will be made generally available. These changes are intended to improve the efficiency and effectiveness of customer support teams, making it easier than ever to offer excellent service. Here are some of the new features being released in October.
Call Routing: One of the notable features is the ability to redirect calls to agents who have been idle the longest. Automated call routing ensures that calls are allocated evenly, minimizing wait times and enhancing customer satisfaction.
Minimizing the Communication Panel: Improvements to the user interface are also being released. The ability to minimize the communication panel makes crucial information easier to access and monitor during client engagements.
Option to switch to dark mode in the Customer Service workspace app: This function not only responds to individual preferences, but it also decreases eye strain during long work hours.
Draft email replies with Copilot: Copilot proposes context-aware responses, saving agents time and assuring consistent, high-quality responses, thanks to the option to compose email messages.
Real-time Omnichannel Analytics: Real-time analytics reports now allow you to see the ability and competency levels of agents within Omnichannel, which helps in optimizing the customer support process.
The What you’ve missed feature in timeline keeps users up to date by allowing them to readily access records that they haven’t yet opened or viewed. This allows them to rapidly address the activities they need to catch up on and scroll past anything else.
For more information on the features that will be available in October, please visit the Microsoft website:
