Microsoft Dynamics 365 Customer Service Digital Messaging add-on expands and unifies the core capabilities of Omnichannel for Customer Service. With digital messaging, you’re able to further empower contact centers to provide seamless, more personalized customer service across a wide range of channels. Combining a variety of digital add-ons into one end-to-end offering, digital messaging expands the options for how your agents engage customers
In addition to these engagement channels, you’ll also get real-time sentiment tracking, which now supports more than 40 languages. Enjoy seamless escalation support from bot to live agent with the agent receiving complete context of the existing conversation, so the customer never has to repeat information they’ve already shared. Finally, access future digital messaging channels within Omnichannel for Customer Service.
With this new digital messaging offering, customers can contact support organizations via their channel of choice, while simultaneously arming agents with a true 360-degree view of the customer journey and the tools needed to deliver a quick resolution that is consistent across all channels of engagement.
Dynamics 365 Customer Service Digital Messaging add-on (Governmental Community Cloud Pricing) provides all the functionality of its enterprise counterpart (Dynamics 365 Customer Service Digital Messaging add-on) but is hosted in a separate, secured environment and adds compliance features like accreditations, personnel screening, and data residency that enable the service to meet the unique needs of US Government customers. State and local government customers that require compliance-level data protection and security can also take advantage of Dynamics 365 Customer Service Digital Messaging add-on (Governmental Community Cloud Pricing) .
Eligibility and Validation: Dynamics 365 Customer Service Digital Messaging add-on (Governmental Community Cloud Pricing) plans are available to (1) qualified government entities, including US federal, state, local, tribal, and territorial government entities, and (2) other entities (subject to validation of eligibility) who handle data subject to government regulations and requirements, where use of Dynamics 365 Customer Service Digital Messaging add-on (Governmental Community Cloud Pricing) is appropriate to meet these regulations and requirements. Click on the links below for more information about GCC customer Eligibility and Validation.
When completing the GCC approval form, please ensure that the customer name on the form is no longer than 50 characters.
Please note: The approval and provisioning of net-new GCC tenants may take up to five (5) business days to complete.
