Microsoft Dynamics 365 Contact Center, a Copilot-first contact center solution that delivers generative AI to every customer engagement channel. With general availability on July 1, this standalone Contact Center as a Service (CCaaS) solution enables customers to maximize their current investments by connecting to preferred customer relationship management systems (CRMs) or custom apps.
Modernising service experiences with generative AI
Customer service expectations are at an all-time high. Long wait times, misdirected transfers, and repetitive explanations frustrate customers and harm businesses, with over half of dissatisfied customers reducing their spending or switching companies (Qualtrics).
Generative AI is revolutionising customer service, enhancing digital and voice interactions, empowering customers to resolve issues independently, providing agents with necessary context, and streamlining operations to boost efficiency and cut costs.
Dynamics 365 Contact Center
Based on Microsoft Copilot experiences and years of investment in voice and digital channels, Dynamics 365 Contact Center integrates generative AI across all contact centre workflows. This includes communication channels, self-service, intelligent routing, agent support, and operations to enhance problem-solving, empower agents, and reduce costs.
Furthermore, Dynamics 365 Contact Center is natively built on the Microsoft cloud, offering scalability and reliability across voice and digital channels. It also allows organisations to maintain their existing CRM or custom app investments.
Key Dynamics 365 Contact Center capabilities include:
Next-generation self-service: With advanced pre-integrated Copilots for digital and voice channels enabling context-aware, personalised conversations, contact centres can offer rich self-service experiences. Utilising Nuance's IVR technology and Microsoft Copilot Studio’s no-code/low-code designer, generative AI powers engaging, individualised customer interactions.
Accelerated human-assisted service: Intelligent unified routing directs requests needing human assistance to the most suitable agent, improving service quality and efficiency. Dynamics 365 Contact Center provides agents with a 360-degree customer view and generative AI tools like sentiment analysis, translation, conversation summaries, and task automation to enhance service and reduce repetitive tasks.
Operational efficiency: Contact centre efficiency relies on effective behind-the-scenes operations. Our solution enables early issue detection, KPI improvement, and quick adaptation. With real-time, generative AI-based reporting, Dynamics 365 Contact Center optimises operations across all support channels, including workforce management.
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