The art of customer service is evolving with the growth of communication channels. Customer experience is built on the customer journey. Intelligent Communications Manager (ICM) for Microsoft Dynamics 365 Omnichannel is a solution that enhances the communication capabilities within the Dynamics 365 platform, specifically tailored for omnichannel customer engagement.
Intelligent Communication Manager (ICM) bridges these requirement gaps between organisation and customer through consistent omnichannel experience across many different chat communication channels.
This solution enables organizations to provide seamless, integrated, and intelligent communication experiences to their customers across various channels such as email, chat, voice, social media, and more. Here’s a description of ICM for Microsoft Dynamics 365 Omnichannel.