Engage 365

Engage 365 is an intelligent social listening tool designed to bring real-time social interactions directly into Dynamics 365 Customer Service. It continuously ingest public social media posts, comments, and discussion threads, transforming them into actionable customer insights for contact center teams.

The platform integrates will all major social media channels. Engage 365 gives a complete customer 360 view to the agents across multiple channels. It combines full conversation context with sentiments, enabling the agents to understand the customer pulse and equips them with AI tool to have a meaningful and engaging conversations with the customer across multiple platforms, all at once.

A high value tool for customer services and sales team to better understand the demands of their consumers

Key Features

• Real-Time Social Ingestion - Instantly captures posts, comments, and replies from social platforms as they happen.

• Seamless D365 Integration - Brings social interactions directly into Dynamics 365 Customer Service for a unified agent experience.

• Full Conversation Thread Visibility - Displays complete post and comment histories in a single dashboard for full context.

• Sentiment Intelligence - Helps agents to analyze tone and sentiment to help agents prioritize and respond effectively.

• Agent Notifications & Alerts- Notifies contact center agents of all integrated social media interactions to ensure no customer engagement is missed.

• In-Context Social Response - Enables agents to respond directly to social conversations quickly and accurately without switching the platforms.

Business Benefits

• Customer 360 view for agents across multiple channels

• Quicker Response Times

• Improved Customer Understanding

• Identifying cross sell / upsell opportunities

• Proactive Customer Service

• Consistent, Informed Engagement