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

by MSDW Reporter
Editorial Team, MSDynamicsWorld.com
November 02 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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