Engage across multiple channels

Microsoft Digital Contact Center Platform provides omnichannel capabilities, so that your customers can connect to your agents through a channel that they choose and are comfortable with, whether it's the voice channel or digital messaging channels, with secure and protected engagement.

Omnichannel capabilities for engaging across channels

You can use Omnichannel for Customer Service, 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 such as live chat, voice, and SMS. The application offers contextual customer identification, real-time notification, integrated communication, and agent productivity tools such as knowledge base integration, search, macros, agent scripts, and quick case creation to help ensure that agents are effective.

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

Next steps

Supported channels in Digital Contact Center Platform