More channels, sentiment tracking coming to Microsoft Dynamics 365 Omnichannel for Customer Service

November 2 2019

Microsoft will unify the digital messaging capabilities of Dynamics 365 Customer Service, and specifically the Omnichannel for Customer Service paid add-on.

The set of channel-specific tools are intended to "provide seamless, more personalized customer service across a wide range of channels," according to Jeff Comstock, general manager for Dynamics 365 Customer and Field Service in a blog post.

Three of the messaging capabilities are available now: chat, SMS, and Microsoft Bot Framework integration. Another, Facebook Messenger, is available in preview.

The Omnichannel add-on is also adding:

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