Microsoft 365 
Dynamics 365 Customer Service Enterprise is Microsoft’s enterprise customer service platform, adding omnichannel engagement (live chat, SMS, social media, WhatsApp), AI-powered virtual agents, embedded analytics, and full workflow automation to everything in Customer Service Professional.
What’s Included — Everything in Professional, Plus:
- Omnichannel for Customer Service
- Live chat — embedded chat widget on your website with real-time typing indicators and co-browse capability
- SMS and WhatsApp — handle text conversations in the same agent workspace as email and chat
- Social messaging — manage Twitter DMs, Facebook Messenger, and other social channels from one unified inbox
- Voice channel — fully integrated telephony within Dynamics 365, with automatic call recording and transcription
- AI virtual agents (Copilot Studio) — Build conversational AI bots that handle common customer queries 24/7, escalate to live agents when needed, and pass full conversation context so agents don’t have to ask customers to repeat themselves.
- Copilot for customer service — AI assistant that drafts responses, summarises case histories, suggests knowledge articles, and provides real-time guidance based on the current conversation.
- Customer Service Insights — AI-powered analytics that identify emerging issue topics, measure agent performance, predict case volume, and surface the root causes of customer contacts.
- Embedded analytics and dashboards — Real-time supervisor dashboards showing queue health, agent availability, active conversations, and SLA compliance — all live.
- Intelligent routing (unified routing) — Route work items based on agent skills, capacity, and availability. Machine learning suggests optimal routing for complex cases.
- Power Virtual Agents and Copilot Studio — Full bot building environment with rich authoring, integration to backend systems, and handoff to human agents.
Ideal For
Enterprise contact centres, customer experience operations, and organisations that handle high volumes of customer interactions across multiple channels. If your support operation needs live chat, AI bots, or a full omnichannel inbox with advanced analytics and intelligent routing, Enterprise is the right plan.
Keys Locker CSP Guarantee
- Genuine Microsoft CSP licence — provisioned directly through the official Microsoft partner channel
- 99.9% uptime SLA — Microsoft-backed service level agreement for all Microsoft 365 services
- Instant provisioning — subscription activated within minutes of payment confirming
- 7-day money-back guarantee — full refund if not provisioned or unused within 7 days
- Flexible cancellation — cancel monthly plans anytime; annual plans cancel at end of term
- 24/7 partner support — our team escalates issues directly to Microsoft on your behalf
- Scale up or down anytime — add or remove seats mid-cycle with no penalty
