Omnichannel

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Important

This content is archived and is not being updated. For the latest documentation, go to Overview of Dynamics 365 Customer Service. For the latest release plans, go to Dynamics 365, Power Platform, and Cloud for Industry release plans.

Important

Some of the functionality described in this release plan has not been released. Delivery timelines may change and projected functionality may not be released (see Microsoft policy). Learn more: What's new and planned

Omnichannel capabilities in Dynamics 365 Customer Service enable organizations to instantly connect and engage with their customers via channels like live chat, SMS, voice, and social channels. By providing a seamless agent experience and valuable conversation insights across channels, omnichannel capabilities enable organizations to deliver a true, all-in-one contact center.

In 2023 release wave 1, the following features will help deliver a more secure, robust, and efficient service experience.

  • Integrate Nuance Gatekeeper to reduce fraud and improve trust.
  • Integrate Nuance interactive voice response (IVR) system to provide continuous self-service to your customers.
  • Enable your customers to request a callback from agents and help them avoid waiting in queues to speak to agents.
  • Enable Customer Service workspace to be available by default for security roles in Omnichannel for Customer Service.