{"id":11793,"date":"2024-05-03T07:32:00","date_gmt":"2024-05-03T10:32:00","guid":{"rendered":"https:\/\/blog.smartconsulting.com.br\/?p=8359"},"modified":"2025-07-04T16:45:39","modified_gmt":"2025-07-04T19:45:39","slug":"dynamics-365-omnichannel","status":"publish","type":"post","link":"https:\/\/smartconsulting.com.br\/en\/dynamics-365-omnichannel\/","title":{"rendered":"Dynamics 365 Omnichannel: descubra como ele pode ajuda-lo a atender melhor seus clientes"},"content":{"rendered":"\n

As organiza\u00e7\u00f5es devem priorizar a intera\u00e7\u00e3o com seus clientes. Uma boa comunica\u00e7\u00e3o permite a an\u00e1lise constante de informa\u00e7\u00f5es, consequentemente tomadas de decis\u00f5es para melhoria do servi\u00e7o. Para isto, a Microsoft desenvolveu o m\u00f3dulo de Omnichannel do Dynamics 365 Customer Service.<\/p>\n\n\n\n

Quer saber mais sobre o add-on de Omnichannel para o Dynamics 365 Customer Service? Confira a Seguir.<\/p>\n

<\/p>\n\n\n\n

Atenda por m\u00faltiplos canais com o Dynamics 365 Omnichannel<\/h2>\n\n\n\n

O Dynamics 365 Omnichannel<\/a> oferece aos agentes a capacidade de se conectar com os clientes atrav\u00e9s de uma variedade de canais. Nativamente, ele inclui op\u00e7\u00f5es como SMS, WhatsApp, Facebook Messenger, Twitter, Microsoft Teams, WeChat e LINE. Voc\u00ea tamb\u00e9m pode configurar canais personalizados para atender \u00e0s suas necessidades espec\u00edficas.<\/p>\n\n\n\n

Com essa ampla gama de canais, o aplicativo \u00e9 altamente personaliz\u00e1vel e eficiente, proporcionando recursos como notifica\u00e7\u00f5es em tempo real, roteamento inteligente, insights valiosos, identifica\u00e7\u00e3o de clientes, base de conhecimento, hist\u00f3rico de intera\u00e7\u00f5es, pesquisa e cria\u00e7\u00e3o de ocorr\u00eancias, tudo em uma \u00fanica interface. Com a seguran\u00e7a de dados integrada, voc\u00ea pode ter tranquilidade e confian\u00e7a em suas opera\u00e7\u00f5es.<\/p>\n\n\n\n

\"\"<\/figure>\n\n\n\n

Quais os canais dispon\u00edveis no Dynamics 365 Omnichannel?<\/h2>\n\n\n\n

Chat<\/h3>\n\n\n\n

Este canal \u00e9 um dos mais utilizados em Servi\u00e7o de Atendimento ao Cliente, sendo totalmente personaliz\u00e1vel. Na experi\u00eancia do agente temos a agilidade de obter e registrar informa\u00e7\u00f5es, como dados dos clientes ou ocorr\u00eancias, widget, pesquisas de pr\u00e9 e p\u00f3s conversa, acompanhamento em tempo real do humor do cliente, possibilidade de respostas r\u00e1pidas, consulta em base de conhecimento, transfer\u00eancia de fila de atendimento e envio de anexos e documentos.<\/p>\n\n\n\n

\u00c9 poss\u00edvel incorporar o componente de chat<\/a> facilmente a qualquer site ou ao Power Apps<\/a> Portals. Al\u00e9m disto h\u00e1 suporte para utiliza\u00e7\u00e3o aplicativos para iOS e Android e personaliza-lo de forma avan\u00e7ada utilizando Omichannel Chat SDK.<\/p>\n\n\n\n

SMS<\/h3>\n\n\n\n

O canal de SMS \u00e9 din\u00e2mico e eficaz, exigindo uma conta no TeleSign para valida\u00e7\u00e3o e autentica\u00e7\u00e3o do n\u00famero cadastrado como da Central de Atendimento. Este canal oferece os mesmos benef\u00edcios do Chat.<\/p>\n\n\n\n

Canais Sociais<\/h3>\n\n\n\n

Nas m\u00eddias sociais ocorrem divulga\u00e7\u00f5es de servi\u00e7os e produtos, gerando a necessidade destas organiza\u00e7\u00f5es monitorarem estes canais e ouvirem os feedbacks de clientes e do p\u00fablico em geral.<\/p>\n

Microsoft Teams<\/h3>\n

\n\n<\/p>\n

Com a necessidade de reuni\u00f5es online, o Microsoft Teams \u00e9 uma \u00f3tima op\u00e7\u00e3o de aplicativo. Este canal possibilita a comunica\u00e7\u00e3o entre a equipe, onde a central de atendimento \u00e9 apenas ativada quando o nome do Bot \u00e9 mencionado. Logo, isso cria a possibilita de comunica\u00e7\u00e3o entre equipe e central de atendimento, podendo abrir ocorr\u00eancias do time interno, como de suporte ou finan\u00e7as.<\/p>\n

\n\n<\/p>\n

No Omnicanal do Dynamics 365 Customer Service<\/a>, cada canal possui seu pr\u00f3prio fluxo de trabalho e regras de roteamento. E de modo exclusivo, cada um tem sua configura\u00e7\u00e3o, para melhor organiza\u00e7\u00e3o e verifica\u00e7\u00e3o, garantindo sempre um modo eficiente de comunica\u00e7\u00e3o.<\/p>\n

Bots e Chatbots<\/h3>\n

\n\n<\/p>\n

Melhora ainda mais o atendimento com bots aos canais, automatizando o atendimento inicial, resolvendo quest\u00f5es simples sem sobrecarregar a equipe e permitindo que ela se concentre em atendimentos mais relevantes.\u00a0H\u00e1 integra\u00e7\u00e3o nativa com rob\u00f4s desenvolvidos utilizando o Azure Bot Framework e o Power Virtual Agents<\/a>.<\/p>\n

\n\n<\/p>\n\n\n\n

Facebook\/Messenger e Twitter<\/h3>\n\n\n\n

Empresas usam amplamente dois aplicativos para divulgar servi\u00e7os e interagir em tempo real. Essa mensagem \u00e9 direcionada para a fila de atendimento correspondente na central de atendimento. Esses canais s\u00e3o configurados com base na p\u00e1gina da organiza\u00e7\u00e3o nos respectivos aplicativos, oferecendo as mesmas funcionalidades do SMS e Chat. Todos os canais s\u00e3o padronizados, facilitando o entendimento do agente.<\/p>\n\n\n\n

WhatsApp<\/h3>\n\n\n\n

Indispens\u00e1vel no Omnichannel<\/a> do Dynamics 365<\/a> o WhatsApp possibilita uma comunica\u00e7\u00e3o que pode durar at\u00e9 24 horas, este canal requer a autentica\u00e7\u00e3o e valida\u00e7\u00e3o via Tuvis (o Facebook n\u00e3o permite acesso direto \u00e0s APIs do Whatsapp). Voc\u00ea pode usar pelo WhatsApp App \u2013 Padr\u00e3o ou pelo WhatsApp Web, com funcionalidades id\u00eanticas aos canais anteriores.<\/p>\n\n\n\n\n\n\n\n

Conclus\u00e3o – Dynamics 365 Omnichannel<\/h2>\n\n\n\n
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O Dynamics 365 Omnichannel capacita sua equipe a interagir de forma din\u00e2mica e eficaz com os clientes. Com uma gama de canais e recursos personalizados, sua equipe pode oferecer suporte de qualidade em todas as intera\u00e7\u00f5es.<\/p>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n

Quer saber mais? Entre em contato conosco<\/a>.\u00a0Teremos prazer em realizar uma demonstra\u00e7\u00e3o personalizada!<\/p>\n\n\n","protected":false},"excerpt":{"rendered":"

As organiza\u00e7\u00f5es devem priorizar a intera\u00e7\u00e3o com seus clientes. Uma boa comunica\u00e7\u00e3o permite a an\u00e1lise constante de informa\u00e7\u00f5es, consequentemente tomadas de decis\u00f5es para melhoria do servi\u00e7o. Para isto, a Microsoft desenvolveu o m\u00f3dulo de Omnichannel do Dynamics 365 Customer Service. Quer saber mais sobre o add-on de Omnichannel para o Dynamics 365 Customer Service? Confira […]<\/p>\n","protected":false},"author":2,"featured_media":16390,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[63],"class_list":["post-11793","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-dynamics-365"],"acf":[],"yoast_head":"\nDynamics 365 Omnichannel: Conhe\u00e7a os seus clientes<\/title>\n<meta name=\"description\" content=\"Sabia que \u00e9 poss\u00edvel atender via Whatsapp, Face, Twitter, chat e telefone utilizando um \u00fanico software? 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