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I remember seeing some mock-ups of how the D365 Commerce Call Centre might be displayed and utilised with Dynamics 365 Customer Service. With the significant growth in ecommerce retailers coming onto Dynamics 365 Commerce are there any public plans or statements of roadmap we can refer to in this area? We'd really like to see how Microsoft envisage architecting of key processes across the Commerce and Customer Engagement platform.
e.g. Customer service representative handles an incoming D365 CS case as a product enquiry via phone/email/webchat, assists the customer with some product discovery and then places the order for them with their chosen payment method, with opportunity to up/cross sell presented in context of their app, the sales order being processed within Commerce and visible as required to the Customer Services application.
Of course as partners we can put this together ourselves, but these key customer journeys are not unique and it would seem to make sense for a standard process to be available for customisation where required
We have at least 3 customers who are looking to drive their Customer Service function with these the two systems up seamlessly and naturally expect them to work cleanly together as they are Microsoft Dynamics products, at present it feels a little like every partner/customer will come up with their own approach.
Any product team have any comments, or someone able to point me in the direction of material i might have missed?
As part of upcoming April wave, we are releasing Commerce - Customer Service Integration with Commerce Chat capabilities that integration with Power Virtual Agents and Live Agents using Omnichannel for Customer Service. There will be two new modules released for e-commerce for you to integrate this in your e-commerce instance easily. Implementations can choose if they want chatbots only powered by Power Virtual Agents or use Omnichannel for Customer Service. Omnichannel for Customer Service works with multiple channels - Voice, Chat, EMail, Messaging - What's App, SMS etc.. To make it easier for Agents to work on customers and their orders, we are enabling Commerce Call Center to be available with multiple session user interface of Agent easily.
You will find videos of this capability in action here - Using the Power Platform to Extend Finance and Operations Apps - Part 8: Power Virtual Agents | December 3, 2020 - Microsoft Dynamics Blog
You can reach out to me at firstname.lastname@example.org and I would love to connect with you on these three customer implementations.
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