Microsoft Dynamics 365 Customer Engagement is a suite of applications within the Dynamics 365 platform that focuses on improving Customer Relationship Management and sales productivity. This cloud-based solution helps organizations manage their customer interactions and data in a unified manner, allowing them to enhance customer engagement and drive business growth.
Dynamics 365 Customer Engagement provides a range of features and capabilities, including sales automation, marketing automation, customer service, field service, project service automation, and more. In addition, it integrates with other Microsoft products, such as Power Apps, Power Automate, and Power BI, to provide a comprehensive and scalable solution for customer engagement and relationship management.
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Empower your sales teams to manage client interactions, leads, opportunities, and accounts. 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! Learn More
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
Empower your teams to orchestrate personalized journeys to elevate customer experiences by revolutionizing marketing automation. Engage with customers in real-time based on customer-triggered events. Gain insights into their behavior and buying patterns, track the success of your campaigns, and build impactful customer acquisition and retention strategies. Learn More
Craft personalized customer journeys for customers on their preferred channels
Enable content personalization through AI-driven recommendations and built-in templates
Monitor your campaign performance through ready dashboards and analytics
Allow secure unification of customer data
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 D365 customer service, businesses can improve customer expectations by optimizing their service operations and boosting their agents’ efficiency. Learn More
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. D365 Field Service module helps businesses to elevate their customer experiences by optimizing their field service processes, improving response time, and reducing service costs. Learn More
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. Learn More
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
Streamline business processes and manage customer interactions and data from a centralized platform. This can help organizations boost business efficacy, reduce manual errors, and improve return on investment.
Dynamics 365 Customer Engagement provides a 360-degree view of customers and empowers your team with AI-driven predictive analytics to help your business deliver personalized omnichannel experiences to the right customers. Resulting in improved brand loyalty and customer retention scores.
Dynamics 365 Customer Engagement provides tools for sales teams to manage their pipelines, forecast sales, and collaborate with other teams. Have real-time visibility of your sales performance and be aware of any roadblocks.
Dynamics 365 Customer Engagement uses Power apps to combine all data, providing rich analytics and reporting to help you better understand your customers and make data-driven decisions.
Microsoft Dynamics 365 CE provides a centralized platform for managing customer support and service requests. This can help organizations improve CSAT scores and boost employee productivity.
Dynamics 365 for Customer Engagement provides tools for teams to collaborate and share information, which can improve communication and decision-making. It also provides a unified platform for managing customer interactions, which can help teams better align their targets and efforts.
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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.
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.
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.
Dynamics 365 for Customer Engagement includes a set of business applications designed to help organizations manage customer relationships and engagements. The four key apps that make up D365 Customer Engagement include sales, marketing, customer service, and field service.
The Dynamics 365 Customer Engagement features include: