As 365 Angels, we help organizations activate Unified Routing in CRM.
To activate unified routing, we start by configuring the appropriate parameters within Dynamics 365. We set criteria such as availability, skills, and priority of our employees. This way, we can ensure that each customer interaction is assigned to the most suitable employee, resulting in efficient and personalized customer service.
Additionally, we integrate Azure Communications Services with Dynamics 365 to support a wide range of communication channels, including voice, video, chat, and email. This allows our customers to communicate through their preferred channels, while our employees can manage all these channels from one unified interface. This enables us to streamline communication with our customers and provide consistent and reliable support.
Another important aspect of unified routing is the ability to reduce wait times and improve response times. By assigning the right employees to each customer interaction, we can respond quickly and effectively to the needs and inquiries of our customers. This contributes to a positive customer experience and increases satisfaction.
To ensure optimal utilization of unified routing, we continuously monitor and analyze performance and results. Based on this data, we can make necessary adjustments and further optimize the system to provide even better customer service.
In summary, by activating unified routing within Dynamics 365, we can provide an advanced and efficient communication experience to our customers. It allows us to effectively manage customer interactions, integrate communication channels, and increase customer satisfaction. Unified routing has become an essential part of our strategy to deliver excellent customer service as 365 Angels.
