Turn Service Headaches into "Wow, solved already?"
An AI-powered service engine that helps reps do less digging and more delighting—across chat, phone, self-service, and beyond.
Stop wasting code-switching time between Slack, Teams, and Outlook—Dynamics 365 Customer Service centralizes chats, voice, cases, and knowledge into a single, AI-enhanced workspace. TruNorth makes it work like a charm.
Omnichannel Coverage
Chat, voice, SMS, social—all in one queue.
Copilot for Reps
Generative AI drafts responses, surfaces articles, even routes cases smartly.
Case Intelligence
Auto-create cases from email; unify routing and SLAs with Copilot admin.
Analytics Dashboards
Embedded insights keep an eye on satisfaction, agent load, and SLA performance.
- Juggle cases across chat, SMS, and email without a united view.
- Still use back-of-napkin routing or handoffs because your tools don’t talk.
- Wish agents could handle multitasking without losing threads.
- Need smarter SLAs and less “wait time” drama.
| The Pain | The Fix | The Win |
|---|---|---|
|
Agents toggling endless apps to resolve issues |
Copilot Service Workspace unites live chat, cases, voice, and email in one pane. |
Faster resolutions, fewer context switches, happier reps |
|
Customers repeating themselves across channels |
Unified routing and omnichannel history keep context intact. |
Better CSAT, smoother conversations |
|
Manual case creation and scoring slowing things down |
Auto-case creation, AI-powered intent recognition, and knowledge suggestions. |
Faster fix times, fewer overlooked tickets |
|
No visibility into agent or operational performance |
Real-time dashboards, KPI tracking, and embedded analytics. |
Smarter resourcing, proactive improvements |
- Microsoft Teams : Team up without leaving a case.
- Outlook & Email : Auto capture interactions, track context.
- Power BI : Deep-dive KPIs & service health dashboards.
- Microsoft Copilot : Draft responses, summarize cases, and suggest next steps right inside the service workspace.
TruNorth transforms your support chaos into a smooth-running service engine. We integrate AI, automation, and human flair to get you rep time back, reduce tickets, and make delighted customers out of your contact center.