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Dynamics 365 for Customer Service

Dynamics 365 for Customer Service

Deliver world-class customer service. Dynamics 365 for Customer Service comes with built-in intelligence to transform customer engagements.

Customer Service App overview

Respond quickly to customer and market changes with an agile platform that has digital intelligence built in. Dynamics 365 for Customer Service provides a unified environment enabling agents to offer customers the seamless service they expect, anytime, on any channel.

Leverage automation, analytics, and artificial intelligence to reduce wait times and eliminate confusing processes. Always-available virtual agents provide answers through self-service or intelligently route cases from any channel to the right agent for quick resolution.

Dynamics 365 for Customer Service capabilities

Deep insights

  • Transform the customer support experience with a powerful artificial intelligence framework that guides agents to optimal outcomes.
  • Personalise every interaction with insights provided by artificial intelligence based on a complete view of each customer’s journey.
  • Resolve issues before they become a problem, using predictive analysis on data from connected devices.
Deep insights


Empowered agents

  • Guide agents to the optimal actions by using agent-facing bots to surface relevant information and make smart recommendations.
  • Accelerate time to impact with in-app learning that gets new agents up to speed quickly.
  • Create upsell or cross-sell opportunities by providing agents intelligent recommendations driven by machine learning.
Empowered agents


Flexible platform

  • Adapt the application to changing needs with no-code visual editors and flexible tools for building web and mobile apps.
  • Integrate third-party systems and Dynamics 365 apps for a unified service environment.
  • Reduce the cost and complexity of operating a global infrastructure with the trusted Microsoft cloud platform providing state-of-the-art security and compliance.
Flexible platform



Finance and Operations deployment options

Flexible options

The choice of deployment options gives you the flexibility to start on one scenario and change later. From full cloud to cloud + edge to local business data, you can move in either direction depending on your organisation’s business needs.

On premise instalation

Run business processes on-premises, with local transactions and data storage, without replication of any business data to the Microsoft cloud. You have the choice to turn ON or turn OFF cloud synchronisation of business data. If cloud synchronisation is turned OFF, no business data leaves the trustee’s boundaries. For this deployment scenario, the application servers and SQL database will run in your own (or partner hosted) data centre.

  • Disconnected data center
  • Local data residency
  • Capitalise HW investments
  • Single instance only
Cloud + Edge deployment

Gives you complete control when your mission-critical business processes need uninterrupted execution. Cloud + edge combines a central cloud node with local application services and business data that is stored locally. The cloud connection ensures a single view of the business across the local instances and offers embedded Power BI, intelligent analytics and machine learning in business processes. The cloud instance also provides the local installation with data failover in Azure, automated deployment and continuous updates.

  • Cloud - Microsoft managed
  • Edge - Customer managed
  • Multiple local workplaces
  • Local data residency in addition to cloud
Cloud deployment

Take full advantage of the power of Microsoft Azure cloud with embedded Power BI, intelligent analytics and machine learning in business processes. Azure cloud is the industry leader in compliance, security and privacy. Your organisation retains complete ownership and control of your data at all times.

  • Fully managed by Microsoft cloud service
  • Systems of intelligence
  • Planned multi instance federation
  • Elastic scale out


Preferred vendor

A survey asked 6,700 enterprise decision-makers worldwide about their ERP purchasing intentions. More than half chose Microsoft Dynamics as their preferred next investment.

Source: ICT Enterprise Insights 2013, Ovum Research.

Companies earning $50m to $1bn.

Companies earning $50m to $1bn.

Companies earning $1bn or more.

Companies earning $1bn or more.


Lower costs

Research by Panorama Consulting identified Microsoft Dynamics as the Tier 1 ERP solution with the lowest total cost of ownership.

Source: Clash of the Titans 2016, Panorama Consulting Solutions.
(in $)
Planned vs actual


Market share

In the manufacturing industry Microsoft Dynamics has greater market share than other Tier 1 ERP vendors.

Source: The 2015 Manufacturing ERP Report, Panorama Consulting Solutions.
top ERP vendors by market share


Speak to a Dynamics 365 for Customer Service expert

If you're considering Microsoft Dynamics 365 for Customer Service, or just want more information, we're happy to answer all your questions.

Call us: +44 20 7183 1001Mail us: info@anegis.com
Dynamics 365 for Customer Service