Omnichannel for Customer Service

Omnichannel Customer Service Experience in Dynamics 365

Instantly connect and engage with customers via channels like live chat, SMS, social channels and custom channels.

Omnichannel Customer Service Experience in Dynamics 365

Extend the power of Dynamics 365 Customer Service Enterprise

Dynamics 365 Omnichannel for Customer Service is a powerful tool for managers and supervisors who want to improve the efficiency of their teams and boost key customer response metrics.

Supervisors can monitor ongoing conversations between agents and customers and chat directly with agents as needed, all with easy access to relevant information. This allows them to provide real-time training to agents through internal chat and suggest solutions to resolve escalated customer issues.

Omnichannel for Customer Service Capabilities

An engagement experience that works in any given customer situation

Session Management

Handling multiple sessions simultaneously allows you to resolve issues faster and achieve higher productivity.

Customer Interaction

Search, share knowledge articles and use the consult option if you need help to resolve the work item

Multiple Applications

Switch sessions or applications in the current session without losing unsaved changes.

Customer Summary

Access to all information previously provided, including details about the product or service, issue, case history, related cases and location.

Access to D365 Tools

Create a record from the Customer Summary page when no records are linked to the conversation

Real Time Notification

A visual alert notification appears each time you get a chat or SMS conversation request from a customer.

Team Meeting

Why Choose Storm?

One of Ireland’s most trusted business technology consultancies, Storm Technology has over 25 years of experience addressing business challenges through digital transformation. We carefully match each project with a team of highly skilled professionals, handpicked to align industry and application expertise with your unique business requirements.

Customer Support Team

Dedicated Support

We understand that project success requires more than just successful implementation, which is why many of our clients continue to partner with us many years after project go-live. Our dedicated customer success team work tirelessly to deliver the highest levels of customer service and unlock future value from technology investment.


Using the Executive Dashboard built on Power BI to drill down to the smallest detail is like looking through a microscope, highlighting potential risks or project slippage at a glance. This enterprise-level view combined with the flexibility of reporting and consistency of data captured provides the University with a sustainable and scalable future proof solution for Project Management.

John O'Sullivan
Director of PMO @ Trinity College Dublin

We rely on Storm Technology for day-to-day SharePoint support - so that we can focus on our own jobs - as well as being a trusted partner that can help us understand the best way to use the platform and deploy it to deliver the business solutions we seek

Amy Richards
Service Desk Manager at CIE

The IRFU has had a long-term relationship working with Storm Technology, working with the team to develop a rugby specific CRM, tailored to allow Irish Rugby to have a more sophisticated approach to driving engagement and participation across our fan, supporter, and rugby base.

Scott Walker
Director of Strategy & Technology, IRFU

Storm's constant support and guidance helped us seamlessly introduce our employees to the new system. Their change management expertise and hands-on approach ensured we had a positive and productive experience

Jennifer O'Reilly
Internal Communications Manager, Irish Rail
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Contact our Solution Experts

Get in touch to find out how Storm Technology can help you grow your business with scalable, future-ready solutions.