Transform customer support into a competitive advantage. Winzi Dynamics designs, implements, and optimizes Microsoft Dynamics 365 Customer Service—enabling your service desk to resolve cases faster, automate SLA tracking, and deliver seamless omnichannel support. We empower support teams across the USA, Dubai, Abu Dhabi (UAE), the UK, Australia, Canada, and India.
Today's customers demand fast, consistent support across every interaction point—whether by email, live chat, portal, or phone. Fragmented service tools lead to missed SLAs, duplicated efforts, and dissatisfied customers.
With Microsoft Dynamics 365 Customer Service, your support organization gets a single unified workspace. As certified Microsoft Dynamics consultants, we streamline your case lifecycles, configure intelligent queue routing, and deploy AI-driven insights that empower service agents to resolve issues on first contact.
Automate case creation from inbound emails, web forms, and portals. Implement unified routing rules that assign cases to the right support agent or queue based on agent capacity, skill set, and account priority.
Meet your customers on their preferred channel. We configure multi-channel capabilities including Live Chat, WhatsApp, SMS, Voice/Telephony (CTI), and Microsoft Teams—giving agents a 360-degree conversation history.
Enforce service level agreements with custom SLA timers, warning alerts, and automated escalation flows. Manage customer entitlements, support contract limits, and warranty coverage effortlessly.
Empower support agents with generative AI. Copilot automatically drafts context-aware email responses, summarizes long email threads and case histories, and suggests solutions based on internal knowledge articles.
Build a centralized Knowledge Management system. Publish verified solution articles that agents can insert directly into case emails, or display them on a Power Pages self-service portal so customers can solve common issues independently.
Give your agents a modern, tabbed workspace allowing them to handle multiple sessions simultaneously. Provide managers with real-time Power BI customer service analytics tracking CSAT, resolution times, and queue backlogs.
Looking for specialized case forms or connecting customer service data with Business Central financial records? Explore our CRM Customization Services or check out our CRM Integration Solutions.
Call centers, IT service desks, field service teams, and enterprise customer support organizations looking to streamline case lifecycles, automate SLA compliance, and deliver exceptional service experiences across the USA, UAE, UK, Australia, Canada, and India.
We configure case management and routing, omnichannel channels, SLAs and entitlements, a knowledge base, Copilot for Service and the Customer Service workspace, then build Power BI dashboards for service managers. Everything is tailored to your support process rather than set up with generic defaults.
Yes. We configure Live Chat, WhatsApp, SMS, voice and telephony (CTI) and Microsoft Teams so agents see every conversation in one workspace with a full history. Omnichannel capabilities depend on your Microsoft licensing, and we can review this with you before the project starts.
We set up custom SLA timers, warning alerts and automated escalation flows so overdue cases are flagged before a deadline is missed. We also manage customer entitlements, support contract limits and warranty coverage.
Copilot can draft context-aware email replies, summarize long email threads and case histories, and suggest solutions from your internal knowledge articles. We enable it and align it with your knowledge base so its suggestions reflect your own verified content. Availability and licensing depend on your Dynamics 365 plan.
Yes. We build a centralized knowledge management system with verified solution articles that agents insert into case emails, and we can publish them on a Power Pages self-service portal so customers resolve common issues themselves.
Yes. We connect Dynamics 365 Customer Service with Microsoft 365, Teams and Business Central so agents can see relevant account and financial information while handling a case. For deeper data sync, see our CRM integration services.
Yes. We implement and support Dynamics 365 Customer Service for businesses across India, alongside clients in the USA, Canada, UK, UAE (Dubai and Abu Dhabi) and Australia. Our team is available 24 hours, Monday to Friday, so support aligns with Indian business hours as well as other time zones.
We offer project-based rollouts or ongoing application management. Book a consultation with our customer service architects to review your current support setup and map out a tailored Dynamics 365 roadmap.
