Omnichannel Customer Service: 6-8Wk Implementation

Omnichannel for Customer Service is a robust application that extends the power of Dynamics 365 Customer Service to enable organizations to instantly connect and engage with their customers via channels like Live Chat and SMS.

Omnichannel for Customer Service also provides a modern, customizable, high-productivity app that allows agents to engage with customers across different channels. The application offers contextual customer identification, real-time notification, integrated communication, and agent productivity tools like KB integration, search, and case creation to ensure agents are effective.

Supervisors get real-time and historical visibility and insights into the operational efficiency of agents and the utilization across various channels.

The enterprise-grade routing and work distribution engine allows customers to configure agent presence, availability, and routing rules, thus ensuring agents are working on the most relevant engagements.

Deliverables:

1. Configured Channels for Live Chat, Facebook Messenger, WhatsApp (Twilio messaging cost will be applied), additional 2 channels as per supported channels for Dynamics 365 Omnichannel.
2. Routing and KB configuration (Up to 5 configurations set for both).
3. Agent Scripts - Up to 5 scripts each with 5 steps max.
4. Training sessions - Train The Trainer Approach (Key users up to 5 Agents and 2 Supervisors).
5. Training Manual (End User and Admin).
6. Chatbot can be included however this will require additional license "Power Virtual Agent" and may need additional time/cost based on requirements.

Assumptions:

1. License will be provided by customer for Dynamics 365 Customer Enterprise and Dynamics 365 Omnichannel license (Digital Messaging).
2. No additional documents will be provided except the training manual and FRD document.
3. No Data migration is included.
4. Twilio cost is not part of the offer price.
5. Provided price is just an estimation where actual cost will be agreed after analysis.