How Dynamics 365 Omnichannel can introduce new customers to your organization.

As more and more customers are shifting to an online presence, so are their expectations of how they want to be able to interact with your organization. Having digital channels set up is necessary to stay competitive and customer focused. Dynamics 365 Omnichannel for Customer Service can help you inject lively digital interactions and provide great customer service.

Need for Omnichannel interactions

Customer behaviors are always drivers for change and right now, considering the time we live in, we are in the midst of a digital transformation. Customers want to be able to handle all their business from the comfort of their living space.

This shift also introduces new challenges to you, as an organization, and you are expected to keep track of all interactions and know where customers are in their specific customer journeys.

According to McKinsey the only way to handle increasing business complexity while offering great customer experiences and low operational costs is to embark on an omnichannel transformation. McKinsey identified four essential components for a successful omnichannel experience and one of the components are related to the IT-architecture and having next-generation enabling technology to support a seamless omnichannel experience.

I would like to showcase the capabilities of Dynamics 365 Omnichannel and how they fit into transforming your organization into a great digital customer experience.

Dynamics 365 Omnichannel

Dynamics 365 Omnichannel is a set of features which extends the Customer Service module and integrates nicely into your existing Dynamics 365 Customer Engagement setup. The core functionalities revolve around following channels:

  • Chat
  • SMS
  • Social Channels (e.g. Facebook, Twitter, WhatsApp)
  • Microsoft Teams
  • Custom Messaging Channel

Dynamics 365 Omnichannel ties all these channels together and lets the agents seamlessly switch between different types of conversations from inside the browser.

The agent interface lets the agent easily switch between various interactions from the left sidebar.

Furthermore, Dynamics 365 Omnichannel offers capabilities to route conversations to specific agents based on skills as well as the ability to handover conversations to better suited agents. While interacting, agents can search the internal knowledge base for solutions to specific problems or create a case to be picked up later by a technician or expert. All these actions and interactions are nicely linked to the customer record and next time the same customer is interacting, we already have a sense of where they are in the customer journey.

Automation and AI

There are a lot of possibilities for automation inside Dynamics 365 Omnichannel. Scripts lets the agent automate certain repeating and tedious tasks. Integrations to Microsoft Power Virtual Agents lets you set up Chat Bots that can interact with customers and if needed hand over the conversation to a real agent.

Microsoft Azure Bot Services lets you build a smart assist bot. The bot can be set up for various tasks and helps assist the agents in their day to day work. For example, based on the customer interaction, the bot can suggest knowledge articles that have solved a similar customer issue in the past. Resulting in a quicker resolution of the issue and a satisfied customer.

Yet another tool for helping the agent deliver great customer service is the sentiment analysis. sentiment analysis analyzes the agent’s interactions in real time and lets them know if the customer is in a positive, neutral, or negative state. This allows the agents’ supervisor to monitor how all company interactions are going and interfere when necessary.

The agent utilized the organization’s internal knowledge base to find common issues to the problem. This in turn resulted in a quick resolution to the problem and a happy customer. This is also reinforced by the sentiment analysis which states customer is happy.

Use Cases

Some use cases where it makes sense to implement Dynamics 365 Omnichannel:

  • In service-oriented businesses.
  • In sales-oriented businesses as a tool for answering questions and generating leads to be followed up by sales.
  • For internal support e.g. with Microsoft Teams, employees can chat with the internal support agents directly and have them resolve their issues.


Dynamics 365 Omnichannel helps introduce your business to digital channels and new customers. Also, Dynamics 365 Omnichannel consolidates the information from all channels into one place and facilitates customer/agent interactions, resulting in a better customer experience as well as a clearer picture of the entire customer journey. Lastly, the automation and AI capabilities will aid your business and can be used to dramatically reduce operational costs. If you want to know more about this functionality and how it can be tailored to your specific business needs, feel free to contact me or any of my colleagues.