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Technology is transforming the way customer service is being delivered. Microsoft Dynamics 365 for Customer Service enables your team to manage customer cases faster than ever before, providing the best service possible and keeping your customers happy and loyal. Dynamics 365 for Customer Service handles contracts, resources, work hours, unified service desk (USD), contacts, accounts, case management, and custom entities.

With its implementation, you will be able to provide your employees with multiple tools to provide more effective and efficient support, foster a more personalized customer service and automate all types of operations to increase productivity.

Your company will be ready to give an immediate response in any channel, optimizing the available resources so that your professionals focus on the client’s needs.By achieving more direct and agile relationships, your team will reinforce the image of your company for the public and improve the loyalty of those who already trust your services. Dynamics 365 for Customer Service will mark differences in both the satisfaction rates and the profitability of the projects.

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Omni-channel engagement

Connect with customers anytime, anywhere

Tap into the wisdom and experience of your team with shared meeting notes, events and custom sales documents created with real-time co-authoring.

  • Use a unified platform for consistency and visibility across channels
  • Get deeper insights with a 360-degree customer view
  • Personalise interactions based on past interactions and behaviour

Self-service and communities


  • Help your customers help themselves

    Make it easy for your customers to find answers on their own, as well as access a community space to connect with peers and subject-matter experts. And when they require it, customers can seamlessly transition to assisted support.

  • Offer access to customer service anytime, anywhere
  • Deliver real-time service that’s optimised for any mobile operating system and device

Agent enablement


  • Help your agents succeed through a single user interface

    Give your agents the tools, guidance, and data they need to resolve issues. Agents will speed resolutions and deliver a more personalized, effective level of support using service software that accesses all customer information in one place even pulling data from systems outside customer service.

  • Support agents with a visual interface that delivers role-tailored experiences
  • Manage cases faster and provide differentiated levels of support
  • Speed resolution using machine learning and advanced analytics capabilities

Unified knowledge


  • Give agents and customers answers on the spot

    Access and deliver consistent answers across channels using a searchable knowledge base. Personalise content on the portal for customers and measure response impact through in-depth analytics.

  • Deliver the right answers at the right time across channels
  • Capture content from social media, service interactions, and experts
  • Understand how your knowledge base is being used with rich analytics, helping you improve and add information based on customer needs

Service Intelligence

Identify trends, anticipate opportunities and gain insights using rich analytics. Explore what-if scenario’s and forecast outcomes through interactive charts and powerful data visualization capabilities. Our solution empowers employees at every level of the organization to have a positive and meaningful impact on business outcomes.


  • Interactive dashboards

    Provide real-time views of key service metrics through fully customizable, interactive dashboards.


  • Customer insight

    Deepen customer insight and identify business opportunities by tracking and correlating customer satisfaction with service metrics.


  • Trends and forecasting

    Identify trends, explore scenarios, and forecast outcomes to reduce effort scores, improve performance and identify best practices.

Are You Ready to Enhance Your Customer Service?

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