A new wave of features will soon become available on Microsoft Dynamics 365 Customer Service, the technology pioneer’s CCaaS solution.
Each feature revolves around Microsoft’s aim to "create a more unified experience for customers, agents, and supervisors."
New capabilities that align the CCaaS platform with Microsoft Teams are central to this objective.
First off is a new "support swarm" feature. Available on the agent desktop, it allows reps to send messages to subject matter experts (SMEs) across the organization through an embedded Teams chat window.
The SME is then notified through Teams, allowing them to communicate with agents without having access to any contact center technology.
Interestingly, Salesforce released a similar capability in its Summer ’22 release, aligning its Service Cloud closer to Slack.
Microsoft seems to have taken this concept and ran with it, adding auto-summarized conversations for agents.
These auto-summarizations capture the customer’s issue, which the rep can pass on to the SME in the embedded Teams window.
In doing so, it saves agents valuable time in trying to re-explain complex customer problems to SMEs. Instead, they can get straight to the crux of the issue.
Both features will become generally available in October 2022 to Dynamics 365 Customer Service customers.