Introduction to Omnichannel for Customer Service

Omnichannel for Customer Service is a paid add-on to Dynamics 365 Customer Service apps that use the Unified Interface. It is available only when you purchase a subscription to Chat for Dynamics 365 Customer Service or Dynamics 365 for Digital Messaging. For information about pricing, see the Customer Service page.

Omnichannel for Customer Service is a robust application that extends the power of Dynamics 365 Customer Service to enable organizations to instantly connect and engage with their customers via channels like Live Chat and SMS.

Omnichannel for Customer Service also provides a modern, customizable, high-productivity app that allows agents to engage with customers across different channels. The application offers contextual customer identification, real-time notification, integrated communication, and agent productivity tools like KB integration, search, and case creation to ensure agents are effective.

Supervisors get real-time and historical visibility and insights into the operational efficiency of agents and the utilization across various channels.

The enterprise-grade routing and work distribution engine allows customers to configure agent presence, availability, and routing rules, thus ensuring agents are working on the most relevant engagements.

Channels available with Omnichannel for Customer Service

You can enable the following channels in your organization with Omnichannel for Customer Service.

Chat

Chat is an engagement channel that enables your agents to connect with customers in real-time. The Chat channel is generally available now. For more information, see Try channels for Dynamics 365 Customer Service and Configure a chat channel.

SMS

SMS is an engagement channel that supports asynchronous mode of communication, and allows your organization to connect to customers by using text messages. The SMS channel is generally available now. For more information, see Try channels for Dynamics 365 Customer Service and Configure an SMS channel.

Facebook

The Facebook channel gives you an incredible opportunity to capitalize on the social media trend and engage with your customers in a seamless and personalized experience. The Facebook channel is currently available in preview. For more information, see Try channels for Dynamics 365 Customer Service and Configure a Facebook channel.

See also