Microsoft Dynamics 365 Contact Center Add-on for Customer Service Enterprise, Monthly Commit
Elevate your customer service with the Microsoft Dynamics 365 Contact Center Add-on, providing advanced capabilities for enterprise-level support.
- Enhanced Agent Productivity: Equip your team with tools to manage interactions efficiently.
- Omnichannel Engagement: Connect with customers across various channels for a unified experience.
- Intelligent Routing: Ensure customer inquiries reach the right agent quickly.
- Data-Driven Insights: Gain valuable analytics to optimize support performance.
Product Overview
Product Overview
The Microsoft Dynamics 365 Contact Center Add-on for Customer Service Enterprise is a powerful solution designed to augment your existing customer service platform. It provides advanced features for managing high volumes of customer interactions, improving agent efficiency, and delivering exceptional support experiences.
This add-on is ideal for mid-market to enterprise organizations that rely on Dynamics 365 Customer Service Enterprise and need to scale their contact center operations. It integrates directly into your existing environment, offering a unified view of customer data and interactions across multiple channels.
- Omnichannel Support: Manage voice, email, chat, and social media interactions from a single interface.
- Intelligent Agent Assistance: Provide agents with real-time information and suggested responses.
- Advanced Call Management: Features like interactive voice response (IVR), call routing, and queuing.
- Performance Analytics: Monitor key contact center metrics and agent performance.
- Integration Capabilities: Connects with other Microsoft Dynamics 365 modules and third-party applications.
Empower your support teams with advanced tools to deliver superior customer service and drive business growth.
What This Enables
Enable Omnichannel Customer Engagement
Enable teams to manage customer interactions across voice, email, chat, and social media from a unified interface. Streamline communication workflows to ensure consistent and timely responses.
Cloud-based SaaS, Multi-channel support, Customer service operations, Digital transformation initiatives
Improve Agent Efficiency and Productivity
Streamline agent workflows with intelligent routing, real-time customer information, and suggested responses. Automate routine tasks to allow agents to focus on complex customer issues.
Customer support centers, Inbound call handling, Outbound campaign management, Agent performance optimization
Enhance Customer Experience with Intelligent Routing
Automate the routing of customer inquiries to the most appropriate agent based on skills, availability, and customer history. Reduce customer wait times and improve first-contact resolution rates.
Service level agreement (SLA) management, Customer journey mapping, Personalized customer interactions, Scalable support operations
Key Features
Omnichannel Interaction Management
Unify customer communications across all channels for a consistent and efficient support experience.
Intelligent Call Routing
Direct customer inquiries to the right agent quickly, reducing wait times and improving resolution rates.
Agent Scripting and Guidance
Empower agents with real-time information and suggested responses to handle inquiries effectively.
Performance Dashboards
Provide visibility into key contact center metrics to monitor and improve operational efficiency.
Integration with Dynamics 365
Leverage existing customer data within Dynamics 365 for personalized and informed customer interactions.
Industry Applications
Finance & Insurance
Essential for managing high volumes of customer inquiries, claims processing, and personalized financial advice with enhanced security and compliance.
Healthcare & Life Sciences
Facilitates secure patient communication, appointment scheduling, and support for medical inquiries while adhering to strict privacy regulations.
Retail & Hospitality
Enables efficient handling of customer service requests, order inquiries, booking management, and loyalty program support across various touchpoints.
Manufacturing & Industrial
Supports customer inquiries regarding product support, service requests, order status, and technical assistance for complex industrial equipment.
Frequently Asked Questions
What is the Microsoft Dynamics 365 Contact Center Add-on?
It is an extension for Dynamics 365 Customer Service Enterprise that provides advanced features for managing customer interactions across multiple channels, improving agent productivity, and enhancing customer support.
Who is this add-on intended for?
This add-on is designed for mid-market and enterprise organizations that use Dynamics 365 Customer Service Enterprise and need to scale or enhance their contact center operations.
What types of communication channels does it support?
The add-on typically supports voice, email, chat, and social media interactions, enabling a true omnichannel experience.
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.