Microsoft Dynamics 365 Contact Center: AI-Enhanced Customer Service

Effective July 1, 2024, Microsoft Dynamics 365 Contact Center, a Copilot-powered Contact Center as a Service (CCaaS) solution, is available. It is licensed either 1) as a a standalone solution, or 2) as part of a new offering called Customer Service Premium.


What is Microsoft Dynamics 365 Contact Center?

Microsoft Dynamics 365 Contact Center is a contact center solution that uses Copilot to deliver generative AI to every customer engagement channel. 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. It is built natively on the Microsoft cloud, ensuring scalability and reliability across voice, digital channels, and routing.


Key Capabilities

Next-Generation Self-Service:

  • Integrated Copilots: Context-aware AI for personalized digital and voice channel interactions.
  • Nuance IVR Technology: State-of-the-art voice response system for customer engagement.
  • Microsoft Copilot Studio: No-code/low-code designer for creating AI-driven customer experiences.

Accelerated Human-Assisted Service:

  • Intelligent Unified Routing: Directs requests to the best-suited agent, enhancing service quality.
  • 360-Degree Customer View: Offers agents a comprehensive understanding of the customer’s history and needs.
  • Real-Time Conversation Tools: Includes sentiment analysis, translation, and transcription for better communication.
  • Automation Features: Streamlines tasks like case summarization and email drafting, improving agent efficiency.

Operational Efficiency and Adaptability:

  • AI-Based Analytics: Real-time reporting for proactive issue detection and KPI improvement.
  • Workforce Optimization: Manages and optimizes support channels and agent performance.
  • Continuous Improvement: Enables informed decision-making for service leaders to maintain high customer satisfaction.


More information

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