What's New? Latest Release: Live Assist for Dynamics 365

By Rami Musallam - April 30, 2018

Today marks the launch of the latest version of Live Assist for Microsoft Dynamics 365. Building upon the already remarkable list of features, this release empowers organizations to do even more to improve their customer service approach, make life easier for their staff and to resolve issues both quickly and seamlessly.

If you’re one of our many existing customers, take advantage of the new features by upgrading to the latest version now. If you’re considering using Live Assist for Microsoft Dynamics 365 to improve customer engagement, you can try it out by registering for a free trial here

Here’s a brief overview of some the new features and benefits:

Jump straight from chats or co-browse sessions to calls

Resolve issues faster by opening voice or video calls at a moment’s notice from chat messages or co-browse sessions, with the ability to revert back to the same or an alternate method of communication afterwards. All without the need for special downloads or plug ins.

Flip from calls to co-browse in a flash

Reduce call handling times and effortlessly train your customers to self-serve with easy set-up of co-browse sessions in-call – all you need to do is share a unique code with the customer.

Make your Dynamics 365 the single source of truth

Add all of the omnichannel capabilities you’ve enjoyed with the Dynamics 365 Customer Service application to your other applications – Sales, Field Service, Marketing, etc.  Give your customer facing teams the same unified customer view, allowing them to generate more leads and close deals faster.

Use bots to hand off routine work

Transfer routine tasks to chatbots in seconds, freeing up staff for more complex work - and have the customer automatically transferred back as soon as the task is completed. This is a great way to gently introduce bots to your business and slowly begin to automate more processes, saving time and improving efficiencies with minimal risk.

Access chat transcripts to learn more about customers while staying compliant

Easily store and access individual transcripts, leverage transcript data to identify patterns or issues, and use these insights to enhance customer satisfaction and increase operational efficiency.

Mask data for Payment Card Industry Data Security Standard (PCI DSS) compliance

Mask payment card data and stay compliant – just contact our support team, tell us what rules you want us to follow and we’ll do the rest.

Chat and co-browse with expanded mobile browser support

Chat with customers in the environment they prefer – we’ve added support for Safari on iOS and Chrome on Android browsers, so it’s much easier to resolve issues for customers on the move. With a consistent user experience provided across all platforms, both customers and agents will feel at home no matter what device they choose on any given day.

Time your chats to keep a track of customer patience levels

Know exactly how long a customer has been waiting for a response from the agent with our new Client Chat Timer - tracking the entire duration of the conversation, no matter how many times a customer is transferred from one advisor to another.


Next steps

If you’re an existing customer, click here to begin your upgrade now.

To learn more about Live Assist for Dynamics 365, visit our product website.