Microsoft D365 Customer Service Digital Messaging and Voice Add-In
The Microsoft D365 Customer Service Digital Messaging and Voice Add-In provides enhanced communication capabilities for your customer support teams, enabling richer customer interactions.
- Enhanced Communication: Access to integrated digital messaging and voice channels within Dynamics 365.
- Improved Customer Experience: Deliver consistent and personalized support across multiple touchpoints.
- Increased Agent Efficiency: Streamline workflows by managing all customer conversations in a single interface.
- Scalable Solution: Adapt communication channels to meet evolving customer demands and business growth.
Product Overview
Product Overview
This Microsoft Dynamics 365 add-in integrates digital messaging and voice capabilities directly into your customer service platform. It empowers your support agents to manage customer interactions across various channels, including chat, SMS, and voice calls, all from a unified interface.
Designed for IT Managers and IT Professionals within SMB and mid-market organizations, this solution enhances the functionality of existing Dynamics 365 Customer Service deployments. It fits into environments seeking to centralize customer communications and improve support agent productivity.
- Unified Communication Hub: Consolidate chat, SMS, and voice interactions into a single agent workspace.
- Contextual Conversations: Maintain conversation history and context across all channels for seamless support.
- Agent Productivity Tools: Equip agents with tools to manage multiple conversations efficiently.
- Omnichannel Support: Offer customers the flexibility to connect through their preferred communication method.
- Integration with D365: Seamlessly works with Dynamics 365 Customer Service for a cohesive experience.
Empower your customer service team with integrated digital messaging and voice to deliver exceptional support experiences efficiently.
What This Enables
Enable omnichannel customer engagement
Enable teams to manage customer inquiries across digital messaging and voice channels from a single interface. Streamline communication workflows to ensure no customer query is missed, regardless of the channel used.
cloud-based CRM, integrated customer support, unified communication platform, digital transformation initiatives
Improve agent productivity and response times
Automate routing and management of customer interactions to optimize agent workload and reduce response times. Provide agents with the context and tools needed to resolve issues faster and more effectively.
customer support operations, agent efficiency optimization, real-time communication management, service desk modernization
Deliver personalized customer experiences
Empower support agents with a complete view of customer interactions across all channels, enabling more personalized and informed service. Build stronger customer relationships through consistent and high-quality support.
customer relationship management, personalized service delivery, customer journey mapping, proactive customer engagement
Key Features
Integrated Digital Messaging
Allows agents to handle chat, SMS, and other digital conversations within Dynamics 365, improving efficiency.
Voice Call Integration
Enables agents to manage voice calls directly from the D365 interface, centralizing communication.
Unified Agent Interface
Provides a single pane of glass for all customer interactions, reducing context switching and improving focus.
Conversation History
Maintains a complete record of customer interactions across channels, offering agents full context.
Dynamics 365 Integration
Seamlessly connects with D365 Customer Service, enhancing existing workflows and data management.
Industry Applications
Finance & Insurance
Financial services and insurance companies require secure, reliable, and compliant communication channels to manage customer inquiries and provide support, making integrated messaging and voice essential.
Healthcare & Life Sciences
Healthcare providers need efficient and secure ways to communicate with patients and manage inquiries, where HIPAA compliance and clear communication are paramount for patient care.
Retail & Hospitality
Retail and hospitality businesses benefit from direct customer engagement across multiple channels to handle inquiries, bookings, and support requests, improving customer satisfaction and loyalty.
Legal & Professional Services
Professional services firms need to manage client communications efficiently and maintain a professional image, benefiting from streamlined interactions and organized communication records.
Frequently Asked Questions
What is the Microsoft D365 Customer Service Digital Messaging and Voice Add-In?
It is a software add-in for Microsoft Dynamics 365 Customer Service that integrates digital messaging and voice communication channels directly into the platform, allowing agents to manage all customer interactions from a single interface.
Who is this add-in intended for?
This add-in is designed for businesses using Microsoft Dynamics 365 Customer Service who want to enhance their support capabilities by offering omnichannel communication options and improving agent efficiency.
What are the benefits of using this add-in?
Key benefits include improved agent productivity through a unified interface, enhanced customer experience via consistent cross-channel support, and better management of customer interactions.
Deployment & Support
Deployment Complexity
Medium — IT-assisted
Fulfillment
Digital Delivery
License keys / portal provisioning
Support Model
Zent Networks Managed
Renewal, add-license, and lifecycle management included
Subscription Terms
Cancellation
Cancel anytime — no charge on next cycle
You may cancel this subscription at any time. Cancellation takes effect at the end of the current billing period. You will not be charged for the following billing cycle. Access remains active through the end of the paid term.
Returns
Subscription licenses are non-refundable
Digital software licenses and SaaS subscriptions cannot be returned once activated or provisioned. Contact a Zent Networks account manager if you have questions before purchasing.