Microsoft teams Integration

Next-level collaborative customer service support

Project Context

Feature TeamMolara Gbadebo(PM), Daniel Leblond(Engineering Manager) + team of 2 developers
Project statusFirst version -  ✅  Under development
Second version - 🚧  Working in progress
Role
UX Designer
Date
November 2020
- Present
Based on the market research and customer feedback, we learned that Customer service agents lack a cohesive collaborative experience in Dynamics 365. In their daily work, agents typically work with several stakeholders to resolve customer issues.
Before 2020, customer service agents could consult with each other via fact-to-face communication. With the remote working scenario, agents need to use many siloed tools such as chat, email, or phone calls, in order to collaborate in Dynamics 365.
This lacking of cohesive collaboration results in sub-optimal outcomes including slower issue resolution, lower agent productivity, knowledge loss, and disjointed customer experiences.

Solution preview

After 10+ customer validation sessions, we are excited to move forward with a solution of embedding Microsoft Teams into Dynamics 365 Customer Service. We also added AI-based intelligent suggestions into this feature so that customer service agents and supervisors will be able to easily collaborate with internal teams and third party supports in the context of the CRM records.

As this project is still under development and will be launched very soon, I can't show the exact deliverables at this point. Nevertheless, this integration project has been featured at Microsoft Ignite 2021. Feel free to check out the full session here. I also attached the video clip that shows the project solution preview.

If you're interested in this project and would like to learn more about the updates, Reach out to me and let's chat!