Drive smarter engagement and achieve sustainable growth with Dynamics 365 Customer Engagement
Deliver personalized customer experiences, streamline your sales process, and empower your teams to build lasting relationships with Microsoft Dynamics 365 CE. From lead nurturing to post-sale support, unlock tools that help you drive smarter engagement and sustainable growth.
What is Dynamics 365 CE?
Microsoft Dynamics 365 CE (Customer Engagement) is a suite of applications designed to help businesses manage and strengthen their relationships with customers. It includes tools for sales, customer service, customer insights, field service, and project operations allowing organizations to streamline processes, improve customer satisfaction, and drive revenue.
Dynamics 365 CE remains a core offering under the broader Microsoft Dynamics 365 umbrella and continues to evolve with AI enhancements and Copilot integration. For businesses seeking a robust CRM solution that scales with growth, Microsoft Dynamics 365 for Customer Engagement offers a modern, connected experience tailored for long-term success.
Features and capabilities of Dynamics 365 Finance and Operations
Microsoft Dynamics AX offers robust features designed to streamline finance, supply chain, and operations with flexible, scalable tools helping businesses improve efficiency and maintain control across complex processes.
Embrace automation and boost business efficiency
Embrace automation and boost business efficiency Streamline business processes and manage customer interactions from a centralized platform using Dynamics 365 Customer Engagement features. This powerful solution helps organizations reduce manual errors, improve operational efficiency, and achieve a higher return on investment.
Deliver superior customer engagement experience
Deliver superior customer engagement experience Dynamics 365 for Customer Engagement offers a 360-degree customer view and empowers your team with AI-driven predictive analytics for personalized omnichannel experiences, enhancing brand loyalty and retention.
Optimize sales operations and improve productivity
Optimize sales operations and improve productivity With the AI-native Dynamics 365 Customer Engagement capabilities, sales teams can efficiently manage pipelines, forecast revenue, and collaborate across departments. Gain real-time visibility into your sales performance and remove barriers to conversion.
Leverage data-driven insights for customer win
Leverage data-driven insights for customer win Harness the analytics capabilities of Microsoft Dynamics 365 Customer Engagement through Power Apps and unified data models. Access meaningful reports and dashboards to make informed decisions and better understand customer behavior.
Ensure personalized customer service experience
Ensure personalized customer service experience Dynamics 365 CE provides a centralized interface for managing customer service requests, case tracking, and support workflows. Deliver timely, personalized service that boosts customer satisfaction and enhances agent productivity.
Enhance team collaboration
Enhance team collaboration Whether using the on-premise or cloud version, Dynamics 365 Customer Engagement offers integrated tools that support team communication and collaboration. Empower teams to align goals, share insights, and work together to deliver a seamless customer experience.
Dynamics 365 Customer Engagement modules
Empower your sales teams to manage client interactions, leads, opportunities, and accounts. With Dynamics 365 Sales, track the progress of potential business, automate sales workflows, and gain AI-driven insights into customers’ preferences. With this information, boost customer relationships and effectively scale your sales strategy!
Connect sellers with customers through their preferred communication channels
Grow revenue by investing time in the activities important for business growth
Predict revenue fluctuations and highlight areas of focus from top to bottom of the funnel
Get insights about customer emotions, competitive market, and sentiments to enable guided selling
Gain an in-depth understanding of customers by unifying profiles from various data sources and enriching them with Microsoft’s unique data assets to create powerful AI-driven predictions. With Dynamics 365 Customer Insights (formerly Dynamics 365 Marketing), leverage journey orchestration to deliver personalized experiences across all touchpoints, strengthening customer relationships.
Gain a unified, AI-driven view of customer data across sales, marketing, and customer service functions for comprehensive insights.
Track key KPIs and use AI prediction models for insights on customer lifetime value, churn, and sentiment analysis for strategic decision making.
Leverage Copilot to create and modify customer segments, customize content, and streamline multichannel customer journeys while tracking progress in real time.
Automatically transfer qualified leads to sales representatives and track pipeline success with prebuilt analytics dashboards.
Manage customer support and service requests from a unified, centralized platform. Create and track customer service cases, manage Service Level Agreements (SLAs), and analyze customer interactions across multiple platforms. With Dynamics 365 Customer Service, businesses can improve customer expectations by optimizing their service operations and boosting their agents’ efficiency.
Close inquiry cases faster with AI-driven productivity tools
Enable customers to find answers with self-service virtual agents & knowledge base portals
Proactively engage customers and offer omnichannel support
Monitor and improve CS operations using insights and boost productivity
Manage your field service operations, schedule and dispatch technicians, manage work orders, and track inventory and assets. Dynamics 365 Field Service helps businesses elevate their customer experiences by optimizing their field service processes, improving response time, and reducing service costs.
Equip your employees with the right tools and relevant work-order data to boost productivity
Meet customer expectations with on-time scheduling and technician location information
Optimize service operations using IoT and AI-driven actionable insights
Get a 360-degree view of customer assets hierarchy, locations, and service level agreements
Get the complete viability, agility, and collaboration required to manage and execute your project-centric business. Dynamics 365 Project Operations connects sales, resources, finance, and project management into a single app to accelerate project delivery and ensure profitability.
Accelerate the sales cycle and win more deals
Enhance project management through Microsoft Project capabilities
Allocate the right people on the right project for optimal resource utilization
Track project performance through built-in dashboards and real-time analytics
Power your customer connections with Dynamics 365 CE
Connect sales, marketing, and service teams to build lasting relationships and drive meaningful customer interactions with Microsoft Dynamics 365 Customer Engagement.
Dynamics 365 Customer Engagement plans and pricing
The cost of implementing Dynamics 365 Customer Engagement depends on several variables, including your organization’s size, specific CRM needs, and the level of customization required. Microsoft provides flexible pricing options to accommodate businesses of all sizes – from growing companies to large enterprises. Key factors that impact the cost of Microsoft Dynamics 365 CE include:
- Licensing model (Cloud-based plans with per-user pricing or bundled offerings)
- User roles and access levels (Sales, Customer Service, Marketing, or Team Member licenses)
- Required apps and modules (Sales Hub, Customer Service Hub, Marketing, etc.)
- Customization and integration needs (Custom workflows, third-party integrations, and extensions)
- Implementation scope and support (Data migration, training, and ongoing technical support)
Why choose Confiz as your Dynamics 365 Customer Engagement partner?
Industry prowess
Our certified Microsoft Dynamics 365 consultants have extensive industry experience, successfully deploying 100+ complex CRM projects in various sectors, including retail, CPG, and manufacturing. We excel at transforming growing businesses and sustaining enterprise growth.
Customer-first approach
Customer satisfaction lies at the heart of our core business practices. Therefore, as a trusted Dynamics 365 Customer Engagement Implementation Partner, we adopt a structured project management approach based on the complexity of the business environment and operations; while ensuring 24/7 customer support and a transparent relationship with our clients.
Microsoft Dynamics 365 CE implementation experts
With a team of 250+ Microsoft Dynamics certified developers, Confiz has the technical proficiency and knowledge to successfully deliver projects around MS Dynamics CE implementation, integration, customization, migration, and consulting services worldwide.
Proven industry solutions
We offer industry-specific, ready-to-use solutions built on Dynamics 365 to help our clients accelerate their digital transformation. At Confiz, we aspire to drive business excellence for our esteemed clients by providing solutions to address their core industry challenges.
Discover how Dynamics 365 CE can transform your business processes
Optimize Sales and Marketing with Dynamics 365 Customer Engagement
Improve service experience and empower your agents
Deliver exceptional customer service with D365 Field Service
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Trusted by some of the world’s largest companies, we thrive on building strong relationships and an outstanding reputation. Our aspiration to evolve, innovate and experiment makes us stand out from our competition.
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What is Dynamics 365 Customer Engagement?
Dynamics 365 for Customer Engagement is a suite of applications within the Microsoft Dynamics 365 platform designed for sales, customer service, and marketing operations. It provides organizations with tools to manage customer interactions and relationships across various channels, including email, phone, and digital platforms.
The customer engagement applications within Dynamics 365 are designed to automate and streamline business processes, improve customer satisfaction, and drive revenue growth.
What is included in Microsoft Dynamics 365 Customer Engagement plan?
Dynamics 365 Customer Engagement includes a set of business applications designed to help organizations manage customer relationships and engagements. The five key apps that make up D365 Customer Engagement include sales, customer inisghts, customer service, field service, and project operations.
What is the difference between Customer Service and Customer Engagement in D365?
The customer service application in Dynamics 365 focuses on resolving customer queries and improving customer satisfaction. It provides customer service teams the tools to manage cases, track customer interactions, and monitor customer delight. The customer service application aims to resolve customer inquiries effectively and improve the overall customer experience.
On the other hand, customer engagement is a broader term encompassing all customer relationship management activities, such as sales, marketing, customer support, and field service. The customer engagement applications in Dynamics 365 help organizations manage customer interactions and relationships across all stages of the customer journey, from lead generation to customer retention and beyond.
What are the main Dynamics 365 Customer Engagement features?
The Dynamics 365 Customer Engagement features include:
- Sales Automation: Helps sales teams manage their opportunities, leads, and accounts.
- Marketing Automation: Allows marketers to create, track, and measure the success of campaigns.
- Customer Service: Provides a comprehensive solution for managing customer service requests and issues.
- Field Service: Enables organizations to manage field service operations and schedule work for field technicians.
- Project Service Automation: Supports project-based businesses by helping to manage project delivery, resources, and billing.
- Power Apps: A low-code platform that enables organizations to build custom business applications.
- Power Automate: A tool for automating business processes and creating workflows.
- Power BI: A business intelligence tool that provides interactive visualizations and insights.
- Microsoft Teams Integration: Integration with Microsoft Teams to enable team collaboration and communication within the Dynamics 365 platform.
What is Dynamics 365 Customer Engagement plan enterprise edition?
Dynamics 365 Customer Engagement Plan Enterprise Edition is a subscription-based offering within the Dynamics 365 platform that provides access to a comprehensive set of customer engagement applications and services. The Enterprise Edition provides access to several features and capabilities like sales and marketing automation, Power BI, Power Automate, and more. The Enterprise Edition also provides access to advanced capabilities such as business process modeling, data management, reporting, and premium support and training services.
What is Dynamics 365 Customer Engagement on-premises?
Dynamics 365 Customer Engagement On-Premises is a version of Microsoft’s customer relationship management (CRM) solution that allows businesses to host and manage the application within their own IT infrastructure, rather than in the Microsoft cloud. This option provides greater control over data and system updates, making it ideal for organizations with strict data residency or compliance requirements.
Why should your enterprise choose Microsoft Dynamics 365 Customer Engagement?
Microsoft Dynamics 365 Customer Engagement offers a unified, AI-powered platform to manage sales, service, and marketing with efficiency and scalability. Backed by Microsoft’s cloud ecosystem and seamless integration capabilities, it helps organizations build lasting customer relationships. Microsoft’s leadership was reaffirmed in the 2024 Gartner Magic Quadrant for CRM Customer Engagement Centers.
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Mohammed Reza
Director Business Development, UAE | KSA
Qaisar Iqbal
Global Vice President Industry Solutions
