Microsoft Dynamics 365 Customer Service Unified Routing Add-on for Non-Profits Annual Subscription
This annual subscription for Microsoft Dynamics 365 Customer Service provides unified routing capabilities, optimizing customer issue resolution for non-profit organizations.
- Unified Routing: Streamline case assignment and ensure faster, more efficient customer support.
- Non-Profit Pricing: Benefit from specialized pricing tailored for non-profit organizations.
- Annual Commitment: Secure your service with a predictable annual subscription plan.
- Microsoft Dynamics 365: Integrate seamlessly with your existing Dynamics 365 Customer Service environment.
Product Overview
Product Overview
The Microsoft Dynamics 365 Customer Service unified routing add-on is a subscription service designed to centralize and automate the distribution of customer service requests across various channels. It intelligently routes incoming cases to the most appropriate agent based on skills, availability, and priority, ensuring timely and effective customer engagement.
This solution is ideal for organizations that manage a high volume of customer interactions and require efficient resource allocation. It empowers customer service teams to deliver consistent, high-quality support by providing agents with the right cases at the right time, directly within their Dynamics 365 environment.
- Intelligent Case Assignment: Automatically routes incoming customer inquiries to the best-suited agent.
- Skill-Based Routing: Matches customer needs with agent expertise for optimal resolution.
- Priority-Based Distribution: Ensures critical issues are addressed promptly.
- Channel Agnosticism: Consolidates requests from various communication channels into a single queue.
- Agent Productivity Boost: Reduces manual assignment time and improves agent focus.
Optimize your customer service workflows and enhance agent efficiency with this essential Dynamics 365 add-on.
What This Enables
Streamline Customer Case Assignment
Enable teams to automatically route incoming customer inquiries to the most qualified agents based on skills and availability. This ensures that each customer issue is handled efficiently and effectively, improving overall satisfaction.
Cloud-based CRM, On-premises CRM, Hybrid CRM deployments, Multi-channel support environments
Improve Agent Productivity
Automate the manual process of assigning support tickets, allowing agents to focus on resolving customer issues rather than waiting for assignments. This leads to quicker response times and higher agent output.
Customer support departments, Service desks, Contact centers, Field service operations
Optimize Resource Allocation
Ensure that your customer service resources are utilized optimally by directing cases to agents with the right expertise and capacity. This prevents bottlenecks and ensures consistent service quality across all interactions.
Growing support teams, Organizations with specialized support tiers, Businesses managing fluctuating support volumes
Key Features
Unified Routing Engine
Automatically directs customer inquiries to the most appropriate agent, ensuring faster and more efficient issue resolution.
Skill-Based Routing Rules
Matches customer needs with agent expertise, improving the quality and accuracy of support provided.
Presence and Capacity Management
Routes work based on agent availability and workload, preventing burnout and ensuring balanced task distribution.
Priority-Based Queuing
Ensures that critical customer issues are addressed with the highest urgency, minimizing potential impact.
Non-Profit Pricing
Provides access to advanced customer service capabilities at a cost-effective rate specifically for non-profit organizations.
Industry Applications
Non-Profit Organizations
This product offers specialized non-profit pricing and is designed to enhance customer service operations crucial for mission-driven organizations.
Finance & Insurance
Enables efficient handling of diverse customer inquiries and compliance requirements in a regulated industry.
Healthcare & Life Sciences
Facilitates timely and accurate patient or client communication, essential for care coordination and service delivery.
Education & Research
Supports efficient management of student, faculty, and administrative inquiries, improving service delivery.
Frequently Asked Questions
What is unified routing in Dynamics 365 Customer Service?
Unified routing is a feature that allows you to automatically distribute incoming work items, such as cases or chats, to the most suitable agents based on predefined rules and agent capacity.
Who is eligible for the non-profit pricing?
This pricing is specifically for qualifying non-profit organizations. Eligibility criteria are determined by Microsoft and may require verification.
How does this add-on integrate with my existing Dynamics 365 setup?
This is an add-on license that enhances your current Dynamics 365 Customer Service environment, providing advanced routing capabilities directly within the platform.
Deployment & Support
Deployment Complexity
Low — self-service
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.