Blog: Dynamics365 and Teams Integration

Create connected customer experience by adding voice to Dynamics365 using MS Teams

Problem

In today's business scenario, business groups often collaborate across departments while working on a marketing campaign, pursuing a sales opportunity, or solving a customer issue. But Disconnected Systems Are Destroying the Customer Experience.

When asked, most executives would indicate that one of their strategic priorities is to deliver an excellent customer experience (CX).

In our Research, it was discovered that Organizations support an average of eight customer engagement channels, not just traditional calls and email but also chat, social, messaging and others.

Additionally, these same Organizations expect to see volumes increase across all channels. This presents a difficult challenge for contact centre leaders, as the systems used to manage these channels are often disparate and uncoordinated.

The associated complications with routing contacts, integrating customer data, and creating effective reporting lead to undesirable customer experiences.

In an era when connectedness and ease of service are critical to a successful customer experience, disconnected systems are preventing the contact centre from delivering on expectations.

To move ahead and excel at the customer experience, Organizations must find a way to use systems that are enablers of success. This is where the complex and truly challenging part of the customer experience happens. The contact centre must excel at the human-to-human interactions, while mastering the use of automation and intelligence as appropriate.

Solution

Dynamics 365 and Microsoft Teams integration allows you to speed up the flow of work, enabling anyone in an organization to view and collaborate on Dynamics 365 records, from within the flow of work with Teams—at no additional cost.

Using Teams integration, you can invite anyone in the organization to view and collaborate on customer records right within a Teams chat or channel. You can also make and receive calls from within Dynamics 365 and get the work done more effectively.

As a seller, you can share details on the sales opportunity, customer history, and more. As a customer service representative, you can share the customer case record, troubleshooting steps, and track the follow-up tasks.

ConnX Solutions Offers the following to enable you to utilize the best of breed technology

Benefits

• Collaborate seamlessly: Invite anyone in your organization to view and contribute to Dynamics 365 customer records within the flow of a Teams chat or channel.
• Accelerate productivity: Connect conversations across the organization. Meet, chat, call, and collaborate in Dynamics 365.
• Enhance engagement: Bring related conversations together with real-time contextual and suggested chats, and capture customer sentiment to stay in tune with their needs.
• Integrate experiences: Increase audience engagement during and after events across multiple channels with engaging content and recommendations.