The Salesforce Service Cloud, a CRM Consultant company, has had its SOS providing omnichannel support for their partners. For Microsoft Dynamics CRM’s agents, Live Assist has recently been made available, which will allow CRM agents to communicate with customers at real-time.
Live Assist for Dynamics CRM, is a CRM tool for Dynamics 365 agents, which allows them to communicate to customers in real-time via mobile and the internet, with options for chat, co-browsing, voice calls and video chats, which will allow these agents to tend to customers’ needs without having to move away from their service desk console. The software was announced sometime in October of 2016, and is the product of a tech partnership between Microsoft and CafeX Communications, which gives it CafeX Live Assist integration.
The software was only recently released and made publically available last March, and is available for a free 30-day trial across the globe. The software was initially released across North America and Europe, with Asia and other regions only having it available near the end of the same month.
Sajeel Hussain, CafeX’s CMO, has stated, that real-time communication is a major part of any company looking for customer engagement solutions, which has become table stakes for some companies, and a key aspect in any CRM operations: no CRM Consultant denies the usefulness of being able to communicate with customers real-time.
The technology used for Live Assist is, in fact, not a recent development, but, has been well-tested and positively received by the public in the past. Last 2014, it had already earned CafeX the year’s Best Enterprise Connect Award.
Microsoft worked alongside CafeX to ensure that the Dynamics CRM and Live Assist have tight integration, ensuring that both platforms remain in sync. Hussain gave an example in one of his statements, saying that, if an agent is added or deleted in Dynamics, the changes made there will automatically be registered in Live Assist. Both Live Assist and Dynamics CRM are located in the Azure Cloud, and instances of Live Assist can be distributed by IT departments to their agents on the fly with the use of Office 365.