Microsoft Dynamics 365 Customer Service
AI-Powered Customer Service That Builds Loyalty and Drives Efficiency.
Deliver Exceptional Support with AI-Driven Customer Service
Microsoft Dynamics 365 Customer Service empowers organisations to deliver consistent, high-quality support across every channel. With embedded AI, generative agents, intelligent case management and real-time analytics, Dynamics 365 gives your teams the tools to resolve issues faster, personalise every interaction and build long-term customer loyalty.
At SI ICT, we specialise in designing, deploying and supporting Dynamics 365 Customer Service solutions that streamline operations, reduce manual workload and create effortless experiences for your customers. Whether you’re modernising an outdated helpdesk or scaling a full-service support operation, we help you unlock the full potential of Microsoft’s AI-powered customer service platform.
⭐ Why Choose SI ICT for Dynamics 365 Customer Service?
As a dedicated Microsoft Cloud & Dynamics partner, SI ICT brings deep product expertise, sector experience and an agile implementation approach. We combine business process analysis, data insights and automation to deliver a Customer Service environment tailored to your exact needs.
Intelligent, Connected, AI-Powered Customer Service
Modern customer expectations have changed—service must be fast, personalised and available anywhere. Dynamics 365 Customer Service delivers this through:
• AI & Copilot for Customer Service
Agents receive AI-generated responses, conversation summaries, recommended actions and knowledge suggestions—dramatically reducing handling time and improving accuracy.
• Generative & Virtual Agents
Use Power Virtual Agents and Microsoft Copilot Studio to automate common support queries, triage cases and route customers to the right agent with intelligent case routing.
• Unified Case Management
Track, prioritise, escalate and resolve cases efficiently using queues, automated workflows and a single customer view.
• Omnichannel Support
Engage customers via SMS, email, web chat, WhatsApp, Facebook Messenger, Microsoft Teams and more—within one unified workspace.
• Real-Time Insights & Customer Voice
Leverage behavioural analytics, sentiment tracking and survey data to improve customer satisfaction, retention and service quality.
• Knowledge Management & Dashboards
Give agents quick access to articles, history and shared insights while gaining leadership visibility through real-time dashboards.
Expertise with Microsoft Dynamics 365 for Customer Service
Improved Customer Experience
Intelligent case management features such as Virtual Agents guarantee quick response times and a professional, standardised process.
Efficiency
Dynamics 365 Customer Service simplifies the agents’ work and takes away the need for manual data entry. Agent’s will no longer have to search for the relevant information, or trawl back through conversations to form the correct responses. Instead, Customer Service streamlines everything and manages agents’ time with inbuilt scheduling and reminder capabilities.
Innovation
Data from Customer Service Insights and Customer Voice allows Agents to analyse data and conversations to identify areas they need to improve. Managers can identify their agents’ strengths and weaknesses and work with them to rectify any difficulties to equip them to deliver better customer service.
⭐ Key Benefits for Your Organisation
Earn loyalty
Increase customer loyalty through personalised, proactive service
Agent Workload
Reduce agent workload with AI and automated workflows
Unified Insights
Improve first-contact resolution with unified insights
Customer Engagement
Engage customers on any channel they prefer
Modernise
Modernise legacy support systems with cloud scalability
Boost efficiency
Boost operational efficiency and decision-making
Useful Dynamics 365 Customer Service Features
Customer Service Insights
Dynamics 365 Customer Service utilises information from customer service insights to personalise every interaction an agent has with a client. These useful Insights capture a 360-degree view of the customer’s journey and ensure that an agent always has the background information they need to properly assess and assist a customer’s enquiry.
Customer Dashboard
Every customer will have an easily accessible customer dashboard; this is where all of their information will be stored and where every interaction an agent has with each customer will be recorded. All this information can be quickly analysed and shared in the knowledge base with other agents.
Customer Voice
A useful tool included within Dynamics 365 Customer Service is Customer Voice. Customer Voice measures and configures customer feedback using surveys. This data then enables you to analyse trends and inform actions to increase engagement and customer satisfaction.
Case Management
Microsoft Dynamics 365 Customer Service streamlines communication and case management by creating queues and scheduling meetings to help you organise, prioritise, and monitor your work progress and load. These effective reminders setting ensures your customers are not left waiting, receive the right communication at the right time and your sales agents never miss an opportunity.
Chat Add-In
There is the option to use an inbuilt chat function which enables users to converse with customers via live chats. The chats are recorded and stored and can be easily transferred between agents. Conversations can be managed across channels meaning that an agent can also communicate with a client on the client’s medium of choice such as Microsoft Teams or WhatsApp, this is a great alternative to email.
Power Virtual Agents
Power Virtual Agents, are bots that use information from Sales Insights to streamline customer interactions and remove the need for time-consuming manual data entry. Once the Virtual Agent has had the initial conversation and data entry, it will refer customers to the most appropriate agent using intelligent case routing. The human agent will then be given all the information to assist.
With SI ICT and Microsoft Dynamics 365 Customer Service, your organisation gains a future-ready support platform that enhances every interaction, builds trust and delivers measurable business impact.
⭐ SI ICT’s Implementation Approach
We follow a structured Agile delivery methodology, ensuring rapid progress, transparency and flexibility. Each stage is designed to minimise risk and maximise value:
Understand
We capture your business goals, process gaps, data requirements and licensing needs.
Build
Our consultants create a tailored solution, complete with automation, integrations and AI-driven experiences.
Transform
We deploy, train and optimise your Customer Service environment—empowering your teams to deliver effortless, exceptional support.
Dynamics 365 Application Stack
The complete solution to manage customer relationships, close deals and boost sales revenue.
A powerful business application that uses in built intelligence to enable businesses deliver faster, personalised support to their customers
Move beyond basic marketing activity and maximise your return on investment with data driven decision making and marketing automation.
The complete management solution for your field sales and service teams enabling you to drastically improve performance levels by using intelligent scheduling, enhanced transparency, remote asset monitoring and billing management
Data driven insight to improve your financials and operations with Dynamics 365 Finance and Operations.
Deliver profitable projects on time and within budget whilst building strong customer relationships
Attract the right people, and retain and grow them. Track performance, optimise workforce costs and take care of employees
Microsoft Dynamics 365 Customer Insights applications
Forecast future business plans using Power BI and Data Analysis with Microsoft Dynamics 365 Customer Insights