Dynamics 365 Customer Service Consulting
Deliver exceptional customer experiences across every channel with AI-powered case management, intelligent chatbots, and unified agent workspaces. Transform your contact center into a customer experience hub.
Complete Customer Service Platform
Dynamics 365 Customer Service provides everything you need to deliver world-class support experiences across every touchpoint.
Case Management
Streamline case creation, tracking, and resolution with intelligent case management. Automate routing, escalation, and SLA enforcement to ensure timely resolution.
- Automated case creation from any channel
- Intelligent case routing and assignment
- Parent-child case hierarchies
- Case merging and splitting
- Resolution tracking and analytics
- Entitlement and SLA management
Knowledge Base
Empower agents and customers with a centralized knowledge repository. AI-powered search and recommendations ensure the right answers are always at hand.
- Rich text article authoring
- Version control and workflow
- AI-powered article suggestions
- Multi-language support
- Analytics and feedback tracking
- Self-service portal integration
Omnichannel Engagement
Meet customers where they are with unified support across voice, chat, email, SMS, social media, and messaging apps. Single agent desktop for all channels.
- Voice and telephony integration
- Live chat and co-browse
- Email management
- SMS and WhatsApp support
- Social media monitoring
- Microsoft Teams integration
AI-Powered Insights
Leverage artificial intelligence to predict customer needs, automate responses, and provide agents with real-time guidance for faster, more accurate resolutions.
- Sentiment analysis and detection
- AI-suggested responses
- Predictive case routing
- Customer intent recognition
- Agent productivity insights
- Real-time translation
Enterprise Support Features
Powerful capabilities designed for modern contact centers serving demanding customers at scale.
Unified Routing
Intelligently route work items to the best-suited agents based on skills, capacity, presence, and customer context for optimal resolution.
SLA Management
Define and enforce service level agreements with automated tracking, alerts, and escalations to meet customer expectations.
Self-Service Portal
Enable customers to find answers, submit cases, and track status through branded self-service portals powered by Power Pages.
AI Chatbots
Deploy intelligent virtual agents that handle common inquiries 24/7, seamlessly escalating to human agents when needed.
Meet Customers Where They Are
Provide seamless support across every channel with a unified agent experience that preserves context and conversation history.
Unified Agent Desktop
Agents work from a single, intuitive workspace that brings together all channels, customer context, knowledge, and AI assistance in one place.
- Single pane of glass for all interactions
- 360-degree customer view with history
- AI-powered response suggestions
- Real-time sentiment analysis
- Integrated knowledge base search
- Smart productivity tools
Copilot for Service & AI Automation
Transform agent productivity and customer experiences with Microsoft's latest AI capabilities built directly into Dynamics 365 Customer Service.
Copilot for Service
Microsoft Copilot transforms agent productivity with AI-generated responses, case summaries, and knowledge article drafts.
- AI-generated response suggestions
- Automatic case summarization
- Knowledge article drafting
- Real-time conversation assistance
- Email response generation
- Cross-conversation insights
Intelligent Virtual Agents
Power Virtual Agents create conversational AI experiences that resolve issues without human intervention.
- No-code bot building
- Natural language understanding
- Multi-channel deployment
- Seamless human handoff
- Analytics and optimization
- Integration with Dynamics 365
Predictive Analytics
AI-driven insights help anticipate customer needs, predict case volumes, and optimize resource allocation.
- Customer churn prediction
- Case volume forecasting
- Sentiment trend analysis
- Agent performance prediction
- Quality scoring automation
- Topic clustering and trending
The ROI of Modern Customer Service
Our Dynamics 365 Customer Service implementations deliver measurable improvements in efficiency, satisfaction, and cost savings.
Reduction in average case handling time
Average CSAT score improvement
Increase in cases handled per agent
Cases resolved without agent intervention
Extend with Teams & Power Platform
Connect Dynamics 365 Customer Service with Microsoft Teams, Power Virtual Agents, and the Power Platform for a complete service ecosystem.
Microsoft Teams
Enable agents to collaborate with subject matter experts and back-office teams directly within the service experience.
Power Virtual Agents
Build and deploy intelligent chatbots that handle routine inquiries and seamlessly escalate to agents.
Power Platform
Extend Customer Service with Power Apps, Power Automate, and Power BI for custom solutions.
Customer Service by Industry
We understand the unique service requirements and compliance needs of your industry.
Financial Services
SOC 2 and GDPR-compliant customer service for banking, insurance, and wealth management with secure case handling and regulatory compliance.
Healthcare
HIPAA-compliant patient support solutions for healthcare providers, payers, and life sciences organizations.
Manufacturing
Technical support and warranty management for manufacturers with IoT integration and field service coordination.
How We Deliver Success
Our proven methodology ensures successful Customer Service implementations that transform your support operations.
Discovery
Analyze your current service operations, customer journey, and pain points to define success metrics.
Design
Architect the optimal omnichannel experience with channel strategy, routing rules, and AI integration.
Configure
Implement Dynamics 365 Customer Service with customized workflows, queues, and knowledge base.
Integrate
Connect telephony, chatbots, and third-party systems for a unified service experience.
Optimize
Continuously improve with AI insights, performance analytics, and agent feedback.
The Customer Service Partner You Can Trust
With 28+ years of Microsoft ecosystem expertise and deep contact center experience, EPC Group is the partner of choice for enterprise Dynamics 365 Customer Service implementations.
Microsoft Gold Partner
Certified Customer Service expertise with deep platform knowledge and direct Microsoft support access.
Compliance Expertise
HIPAA, SOC 2, GDPR, and PCI-DSS compliant implementations for regulated industries.
Enterprise Contact Centers
Experience with 500+ agent contact centers handling millions of interactions annually.
Rapid Deployment
Accelerated implementation with pre-built templates for common service scenarios.
Ready to Transform Customer Service?
Schedule a free consultation with one of our Dynamics 365 Customer Service experts to discuss your contact center goals and how we can help.
- Free 30-minute consultation
- Contact center assessment
- Omnichannel strategy roadmap
- ROI and business case analysis
Elevate Your Customer Service Today
Join leading enterprises who have transformed their customer experiences with EPC Group's Dynamics 365 Customer Service consulting.