The release wave 2 for Dynamics 365 is packed with new features that will help businesses of all sizes and industries transform the way they operate. Here are a few highlights to look forward to.
Now it’s easier than ever to create highly personalized experiences for customers throughout the entire buying journey with real-time customer journey orchestration. You can reach up to 100 million customers with up to 300 million messages or interactions per month With these tools at hand, organizations can reach new heights of marketing maturity with the help of AI-powered next best content selection and increased support for business units..
In addition to these great features, you’ll also get intuitive lead capture forms, hands-free automation for lead nurturing, and an analytics dashboard that shows sales and marketing data. It’s never been easier for organizations of all sizes and industries transform how they operate.
One of the most notable features is AI-powered actionable insights for sales, which can help sellers be more effective in their interactions. With this feature, sales can use aggregated customer interaction views and seller or team behaviors to understand how their sales strategies working, respond to any shifts in the market, and coach their sales teams more effectively. The feature includes s question analysis where you can get a deeper understanding of a seller’s intentions by analyzing engagement and discovery questions used across calls.
This release focuses on improving the way contact centers operate. This includes enhancements in unified routing with features such as percentage-based routing, preferred agent routing, and longest idle routing. Microsoft Teams will enable agents to resolve more complex cases through collaboration with other teams.
The agent experience is modernized with an enhanced conversation timeline, horizontal multisession navigation, and AI-powered conversation summary. Supervisors can view Power Virtual Agents analytics within their Omnichannel analytics dashboards.
This release offers new capabilities that enable organizations to manage the flow of work for employees more effectively. Organizations can now build and maintain location and assets for large facilities, keep their costs under control by configuring “not to exceed” limits, and group similar incident types under “trade” for ease of management. The release also includes optimization improvements on booking lock constraints and introduces a range of user experience improvements to the mobile app to continue help frontline workers.
The release wave 2 for Dynamics 365 is a comprehensive plan that outlines new features set to be released in the coming months. You can easily access the release plan by downloading the document here.