{"id":42534,"date":"2024-06-11T17:43:50","date_gmt":"2024-06-11T15:43:50","guid":{"rendered":"https:\/\/www.schneider.im\/?p=42534"},"modified":"2024-07-02T14:15:47","modified_gmt":"2024-07-02T12:15:47","slug":"microsoft-dynamics-365-contact-center-ai-enhanced-customer-service","status":"publish","type":"post","link":"https:\/\/www.schneider.im\/lu\/microsoft-dynamics-365-contact-center-ai-enhanced-customer-service\/","title":{"rendered":"Microsoft Dynamics 365 Contact Center: AI-Enhanced Customer Service"},"content":{"rendered":"<p style=\"text-align: justify;\">Effective July 1, 2024, <strong>Microsoft Dynamics 365 Contact Center<\/strong>, a Copilot-powered Contact Center as a Service (CCaaS) solution, is <strong>available<\/strong>. It is licensed either 1) as a a <strong>standalone<\/strong> solution, or 2) as part of a new offering called <strong>Customer Service Premium<\/strong>.<\/p>\n<p style=\"text-align: justify;\"><img decoding=\"async\" class=\"size-full wp-image-42539 aligncenter\" src=\"https:\/\/www.schneider.im\/media\/2024\/06\/SCHNEIDER-IT-MANAGEMENT-2024-06-11-Update-Website-Microsoft-Dynamics-365-Contact-Center.png\" alt=\"\" width=\"800\" height=\"514\" srcset=\"https:\/\/www.schneider.im\/media\/2024\/06\/SCHNEIDER-IT-MANAGEMENT-2024-06-11-Update-Website-Microsoft-Dynamics-365-Contact-Center.png 800w, https:\/\/www.schneider.im\/media\/2024\/06\/SCHNEIDER-IT-MANAGEMENT-2024-06-11-Update-Website-Microsoft-Dynamics-365-Contact-Center-300x193.png 300w, https:\/\/www.schneider.im\/media\/2024\/06\/SCHNEIDER-IT-MANAGEMENT-2024-06-11-Update-Website-Microsoft-Dynamics-365-Contact-Center-150x96.png 150w, https:\/\/www.schneider.im\/media\/2024\/06\/SCHNEIDER-IT-MANAGEMENT-2024-06-11-Update-Website-Microsoft-Dynamics-365-Contact-Center-768x493.png 768w\" sizes=\"(max-width: 800px) 100vw, 800px\" \/><\/p>\n<p>&nbsp;<\/p>\n<h2 style=\"text-align: justify;\"><strong>What is Microsoft Dynamics 365 Contact Center?<\/strong><\/h2>\n<p style=\"text-align: justify;\"><strong>Microsoft Dynamics 365 Contact Center<\/strong> is a <strong>contact center solution <\/strong>that uses <strong>Copilot<\/strong> to deliver <strong>generative AI<\/strong> to <strong>every customer engagement channel<\/strong>. This <strong>standalone<\/strong> <strong>Contact Center as a Service<\/strong> (CCaaS) solution enables customers to maximize their current investments by <strong>connecting<\/strong> to <strong>preferred customer relationship management systems (CRMs) or custom apps<\/strong>. It is <strong>built natively on the Microsoft cloud<\/strong>, ensuring scalability and reliability across voice, digital channels, and routing.<\/p>\n<div style=\"width: 800px;\" class=\"wp-video\"><video class=\"wp-video-shortcode\" id=\"video-42534-1\" width=\"800\" height=\"450\" preload=\"metadata\" controls=\"controls\"><source type=\"video\/mp4\" src=\"https:\/\/www.schneider.im\/media\/2024\/06\/SCHNEIDER-IT-MANAGEMENT-2024-06-10-Update-Microsoft-Dynamics-365-Contact-Center.mp4?_=1\" \/><a href=\"https:\/\/www.schneider.im\/media\/2024\/06\/SCHNEIDER-IT-MANAGEMENT-2024-06-10-Update-Microsoft-Dynamics-365-Contact-Center.mp4\">https:\/\/www.schneider.im\/media\/2024\/06\/SCHNEIDER-IT-MANAGEMENT-2024-06-10-Update-Microsoft-Dynamics-365-Contact-Center.mp4<\/a><\/video><\/div>\n<p>&nbsp;<\/p>\n<h2 style=\"text-align: justify;\"><strong>Key Capabilities<\/strong><\/h2>\n<h3><strong>Next-Generation Self-Service<\/strong>:<\/h3>\n<p style=\"text-align: justify;\"><img decoding=\"async\" class=\"size-full wp-image-42555 aligncenter\" src=\"https:\/\/www.schneider.im\/media\/2024\/06\/SCHNEIDER-IT-MANAGEMENT-2024-06-11-Update-Website-Microsoft-Dynamics-365-Contact-Center-Phone.png\" alt=\"\" width=\"624\" height=\"310\" srcset=\"https:\/\/www.schneider.im\/media\/2024\/06\/SCHNEIDER-IT-MANAGEMENT-2024-06-11-Update-Website-Microsoft-Dynamics-365-Contact-Center-Phone.png 624w, https:\/\/www.schneider.im\/media\/2024\/06\/SCHNEIDER-IT-MANAGEMENT-2024-06-11-Update-Website-Microsoft-Dynamics-365-Contact-Center-Phone-300x149.png 300w, https:\/\/www.schneider.im\/media\/2024\/06\/SCHNEIDER-IT-MANAGEMENT-2024-06-11-Update-Website-Microsoft-Dynamics-365-Contact-Center-Phone-150x75.png 150w\" sizes=\"(max-width: 624px) 100vw, 624px\" \/><\/p>\n<ul>\n<li><strong>Integrated Copilots<\/strong>: Context-aware AI for personalized digital and voice channel interactions.<\/li>\n<li><strong>Nuance IVR Technology<\/strong>: State-of-the-art voice response system for customer engagement.<\/li>\n<li><strong>Microsoft Copilot Studio<\/strong>: No-code\/low-code designer for creating AI-driven customer experiences.<\/li>\n<\/ul>\n<h3><strong>Accelerated Human-Assisted Service<\/strong>:<\/h3>\n<p style=\"text-align: justify;\"><img decoding=\"async\" class=\"size-full wp-image-42551 aligncenter\" src=\"https:\/\/www.schneider.im\/media\/2024\/06\/SCHNEIDER-IT-MANAGEMENT-2024-06-11-Update-Website-Microsoft-Dynamics-365-Contact-Center-Dashboard.png\" alt=\"\" width=\"618\" height=\"352\" srcset=\"https:\/\/www.schneider.im\/media\/2024\/06\/SCHNEIDER-IT-MANAGEMENT-2024-06-11-Update-Website-Microsoft-Dynamics-365-Contact-Center-Dashboard.png 618w, https:\/\/www.schneider.im\/media\/2024\/06\/SCHNEIDER-IT-MANAGEMENT-2024-06-11-Update-Website-Microsoft-Dynamics-365-Contact-Center-Dashboard-300x171.png 300w, https:\/\/www.schneider.im\/media\/2024\/06\/SCHNEIDER-IT-MANAGEMENT-2024-06-11-Update-Website-Microsoft-Dynamics-365-Contact-Center-Dashboard-150x85.png 150w\" sizes=\"(max-width: 618px) 100vw, 618px\" \/><\/p>\n<ul>\n<li><strong>Intelligent Unified Routing<\/strong>: Directs requests to the best-suited agent, enhancing service quality.<\/li>\n<li><strong>360-Degree Customer View<\/strong>: Offers agents a comprehensive understanding of the customer\u2019s history and needs.<\/li>\n<li><strong>Real-Time Conversation Tools<\/strong>: Includes sentiment analysis, translation, and transcription for better communication.<\/li>\n<li><strong>Automation Features<\/strong>: Streamlines tasks like case summarization and email drafting, improving agent efficiency.<\/li>\n<\/ul>\n<h3><strong>Operational Efficiency and Adaptability<\/strong>:<\/h3>\n<p style=\"text-align: justify;\"><img decoding=\"async\" class=\"size-full wp-image-42547 aligncenter\" src=\"https:\/\/www.schneider.im\/media\/2024\/06\/SCHNEIDER-IT-MANAGEMENT-2024-06-11-Update-Website-Microsoft-Dynamics-365-Contact-Center-Analytics.png\" alt=\"\" width=\"624\" height=\"351\" srcset=\"https:\/\/www.schneider.im\/media\/2024\/06\/SCHNEIDER-IT-MANAGEMENT-2024-06-11-Update-Website-Microsoft-Dynamics-365-Contact-Center-Analytics.png 624w, https:\/\/www.schneider.im\/media\/2024\/06\/SCHNEIDER-IT-MANAGEMENT-2024-06-11-Update-Website-Microsoft-Dynamics-365-Contact-Center-Analytics-300x169.png 300w, https:\/\/www.schneider.im\/media\/2024\/06\/SCHNEIDER-IT-MANAGEMENT-2024-06-11-Update-Website-Microsoft-Dynamics-365-Contact-Center-Analytics-150x84.png 150w\" sizes=\"(max-width: 624px) 100vw, 624px\" \/><\/p>\n<ul>\n<li><strong>AI-Based Analytics<\/strong>: Real-time reporting for proactive issue detection and KPI improvement.<\/li>\n<li><strong>Workforce Optimization<\/strong>: Manages and optimizes support channels and agent performance.<\/li>\n<li><strong>Continuous Improvement<\/strong>: Enables informed decision-making for service leaders to maintain high customer satisfaction.<\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<h2 style=\"text-align: justify;\"><strong>More information<\/strong><\/h2>\n<p style=\"text-align: justify;\">For the <strong>announcement<\/strong>, please visit: <a href=\"https:\/\/blogs.microsoft.com\/blog\/2024\/06\/04\/announcing-dynamics-365-contact-center-a-copilot-first-cloud-contact-center-to-transform-service-experiences\/\">https:\/\/blogs.microsoft.com\/blog\/2024\/06\/04\/announcing-dynamics-365-contact-center-a-copilot-first-cloud-contact-center-to-transform-service-experiences\/<\/a>.<\/p>\n<p>For <strong>pricing<\/strong> info, please visit: <a href=\"https:\/\/www.microsoft.com\/en-us\/dynamics-365\/products\/contact-center#Pricing\">https:\/\/www.microsoft.com\/en-us\/dynamics-365\/products\/contact-center#Pricing<\/a>.<\/p>\n<p style=\"text-align: justify;\">For more info on <strong>Microsoft licensing<\/strong>, please visit: <a href=\"https:\/\/www.schneider.im\/software\/microsoft\/\">https:\/\/www.schneider.im\/software\/microsoft<\/a>.<\/p>\n<p style=\"text-align: justify;\">Please <a href=\"https:\/\/www.schneider.im\/contact\/\">contact us<\/a> for <strong>expert services<\/strong> on your specific Microsoft software and online services requirements and to <strong>request a quote today<\/strong>.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>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. &nbsp; What is Microsoft Dynamics 365 Contact Center? Microsoft Dynamics 365 Contact Center [&hellip;]<\/p>\n","protected":false},"author":11,"featured_media":33016,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[267],"tags":[],"class_list":["post-42534","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-microsoft-dynamics-365"],"_links":{"self":[{"href":"https:\/\/www.schneider.im\/lu\/wp-json\/wp\/v2\/posts\/42534","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.schneider.im\/lu\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.schneider.im\/lu\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.schneider.im\/lu\/wp-json\/wp\/v2\/users\/11"}],"replies":[{"embeddable":true,"href":"https:\/\/www.schneider.im\/lu\/wp-json\/wp\/v2\/comments?post=42534"}],"version-history":[{"count":6,"href":"https:\/\/www.schneider.im\/lu\/wp-json\/wp\/v2\/posts\/42534\/revisions"}],"predecessor-version":[{"id":43171,"href":"https:\/\/www.schneider.im\/lu\/wp-json\/wp\/v2\/posts\/42534\/revisions\/43171"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.schneider.im\/lu\/wp-json\/wp\/v2\/media\/33016"}],"wp:attachment":[{"href":"https:\/\/www.schneider.im\/lu\/wp-json\/wp\/v2\/media?parent=42534"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.schneider.im\/lu\/wp-json\/wp\/v2\/categories?post=42534"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.schneider.im\/lu\/wp-json\/wp\/v2\/tags?post=42534"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}