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News » Microsoft boosts customer experience with Dynamics 365 Contact Center

Microsoft boosts customer experience with Dynamics 365 Contact Center

Microsoft Dynamics 365 Contact Center
Photo from Microsoft

WASHINGTON, UNITED STATES — Microsoft announced the launch of Dynamics 365 Contact Center, a Copilot-first cloud contact center solution designed to revolutionize customer service experiences. 

This new Contact Center as a Service (CCaaS) solution integrates generative AI into every customer engagement channel, enabling businesses to enhance their existing customer relationship management systems (CRMs) or custom applications.

The Dynamics 365 Contact Center is set to be generally available on July 1, 2024.

Transforming customer service with generative AI

Customer service expectations are at an all-time high, and poor service experiences can significantly impact business outcomes. According to Qualtrics, over half of customers who encounter poor service either spend less or take their business elsewhere. 

Dynamics 365 Contact Center aims to address these challenges by leveraging generative AI to deliver rich, self-service experiences across digital and voice channels. This technology equips agents with a relevant context within their workflow, unifying operations to drive efficiency and reduce costs.

Microsoft’s own Customer Service and Support (CSS) team has already experienced the benefits of generative AI. By migrating to Microsoft’s tools, CSS reduced the average handle time for chat engagements by 12% and decreased the need for peer assistance by 13%. 

Additionally, CSS saw a 31% increase in first-call resolutions and a 20% reduction in missed routes.

Key features of Dynamics 365 Contact Center

  • Next-Generation Self-Service: Dynamics 365 Contact Center offers sophisticated pre-integrated Copilots for digital and voice channels, enabling context-aware, personalized conversations. This feature combines interactive voice response (IVR) technology from Nuance with Microsoft Copilot Studio’s no-code/low-code designer, providing customers with engaging, individualized experiences powered by generative AI.
  • Accelerated Human-Assisted Service: The solution includes intelligent unified routing to direct incoming requests to the most suitable agent, enhancing service quality and efficiency. Agents receive a 360-degree view of the customer, supported by real-time conversation tools like sentiment analysis, translation, conversation summary, and transcription. Additionally, generative AI automates repetitive tasks, such as drafting emails and suggesting responses, allowing agents to focus on more complex issues.
  • Operational Efficiency: Dynamics 365 Contact Center enhances operational efficiency with generative AI-based, real-time reporting. This feature helps service teams detect issues early, improve critical KPIs, and adapt quickly. Service leaders can optimize contact center operations across all support channels, including workforce management.

Seamless integration through Microsoft Cloud

Dynamics 365 Contact Center is built natively on the Microsoft Cloud, ensuring extensive scalability and reliability across voice, digital channels, and routing. 

This allows organizations to retain their existing investments in CRM or custom applications while benefiting from the new solution’s advanced capabilities.

With the launch of Dynamics 365 Contact Center, Microsoft continues its commitment to transforming customer service through innovative technology, helping businesses solve problems faster, empower agents, and reduce costs.

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