Why DynaTech for Microsoft Omni-channel for Customer Service?

Microsoft-Gold-Partner 1_resized

Certified Microsoft Partner

DynaTech’s partnership ensures top-notch solutions and continuous access to the latest innovations from Microsoft. Our teams of industry experts intimately understand your unique challenges, providing you with tailored solutions and strategic advantages.

Comprehensive Support

Comprehensive Support

From implementation services to maintenance, our end-to-end support ensures a smooth journey, maximizing the potential of your Omni-channel solution.

Tailored Solutions

Tailored Solutions

Our experts craft personalized strategies that align with your unique needs, delivering tailored Omni-channel experiences that resonate with your audience.

Cost-effective Offerings

Cost-effective Offerings

Our services are designed to be affordable without compromising quality, making robust Omni-channel experiences accessible to businesses of all sizes.

Robust Data Protection

Robust Data Protection

We prioritize your data's security with state-of-the-art measures, ensuring your customers' sensitive information remains protected and compliant.

Proven Excellence

Proven Excellence

With a track record of successful implementations, our experience speaks for itself. Join a league of satisfied clients who have transformed customer engagement.

Microsoft-Gold-Partner 1_resized

Certified Microsoft Partner

DynaTech’s partnership ensures top-notch solutions and continuous access to the latest innovations from Microsoft. Our teams of industry experts intimately understand your unique challenges, providing you with tailored solutions and strategic advantages.

Comprehensive Support

Comprehensive Support

From implementation services to maintenance, our end-to-end support ensures a smooth journey, maximizing the potential of your Omni-channel solution.

Tailored Solutions

Tailored Solutions

Our experts craft personalized strategies that align with your unique needs, delivering tailored Omni-channel experiences that resonate with your audience.

Cost-effective Offerings

Cost-effective Offerings

Our services are designed to be affordable without compromising quality, making robust Omni-channel experiences accessible to businesses of all sizes.

Robust Data Protection

Robust Data Protection

We prioritize your data's security with state-of-the-art measures, ensuring your customers' sensitive information remains protected and compliant.

Proven Excellence

Proven Excellence

With a track record of successful implementations, our experience speaks for itself. Join a league of satisfied clients who have transformed customer engagement.

Frequently Asked Questions

What licences and add-ons are needed to enable Omnichannel for Customer Service in Dynamics 365?

Omnichannel for Customer Service licensing requires Dynamics 365 Customer Service Enterprise for each agent, plus a channel add-in: Chat, Digital Messaging, Voice, or Digital Messaging and Voice. Dynamics 365 Contact Centre is an alternative that bundles these channels. Check regional channel availability before setup.

Is omnichannel included in Dynamics 365 Customer Service Professional, or is Enterprise required?

No. In omnichannel Customer Service Professional vs Enterprise, omnichannel requires Enterprise and is not available on Professional. Professional covers core case management and a knowledge base. To add chat, messaging or voice, upgrade agents to Enterprise and add the channel add-in.

How much does the Dynamics 365 Digital Messaging and Voice add-in cost per agent?

The Dynamics 365 digital messaging add-on cost is charged per agent per month on top of Customer Service Enterprise at $105 (September 2026) and varies by region, so confirm it on Microsoft's pricing page. Dynamics 365 Contact Centre lists at $110 per user per month. Telephony minutes and WhatsApp conversation fees are charged on top.

How do you add WhatsApp, SMS and social channels to Dynamics 365, and what third-party accounts are required?

WhatsApp channel setup in Dynamics 365 needs the Digital Messaging add-in, a WhatsApp Business account through Meta connected via Azure Communication Services or Twilio, and budget for per-conversation charges. SMS and social channels follow the same pattern with their own provider accounts. Each channel is then linked to a workstream and queue.

What is the practical difference between multichannel and omnichannel customer service?

In omnichannel vs multichannel customer service, multichannel offers several channels that work separately, while omnichannel connects them so every conversation shares one customer record and history. A customer who moves from chat to a phone call never has to repeat themselves.

How does unified routing decide which agent or queue receives each conversation?

Unified routing in Dynamics 365 classifies each conversation by language, product, priority and skills, then sends it to the right queue. Inside the queue, it assigns an agent by capacity, skills, presence or round robin. Overflow rules redirect work when queues get too long.

Should you use the Dynamics 365 voice channel or keep an existing contact centre platform?

When comparing Dynamics 365 Voice Channel vs Genesys, assess:

  • Contract term: Consider existing commitments and migration timing.
  • Telephony estate: Review carriers, numbers, SIP infrastructure, and integrations.
  • Compliance: Evaluate recording, retention, consent, and regulatory needs.
  • Advanced features: Assess IVR, workforce management, routing, and analytics.

Keep Genesys where existing dependencies are deeply embedded. Consider Dynamics 365 Voice Channel when tighter Microsoft customer-service integration is the priority. Integration with Dynamics 365 can also be an alternative to full replacement.

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