Microsoft Dynamics 365 Call Center Coming Soon

Microsoft on Tuesday announced that its upcoming release of Microsoft Dynamics 365 Contact Center, a Copilot-powered cloud contact center solution, will be generally available on July 1.

This standalone Contact Center as a Service (CCaaS) solution will integrate generative AI across all customer engagement channels, aiming to modernize and streamline the customer service experience, according to a blog post.

"Customer service expectations continue to rise, with prolonged wait times, misrouted calls, and repetitive inquiries frustrating customers and harming business," wrote Microsoft's Noelle Walsh.

Leveraging what it calls sophisticated Copilots for digital and voice channels, Dynamics 365 Contact Center will facilitate context-aware, personalized conversations. This allows contact centers to offer personalized self-service experiences. Interactive voice response (IVR) technology from Nuance, combined with Microsoft Copilot Studio’s no-code/low-code designer, will further enhance these capabilities, according to Microsoft.

Another key feature coming to the service is its intelligent unified routing, which will direct incoming requests needing human assistance to the most suitable agent. Agents benefit from a 360-degree customer view with real-time conversation tools, including sentiment analysis, translation, conversation summaries and transcription. Additionally, Copilot automates routine tasks such as case summaries, drafting emails and suggesting responses.

Copilot's assistant tools will also aid in increasing operational efficiency by generating real-time reporting to detect possible issues and improve key performance indicators.

The company said the new offering came about from its own use of Copilot to handle its chat and calls. According to the company, its own Customer Service and Support (CSS) group was able to improve handling time by 12 percent and increase call resolution rates by 31 percent. It was also able to simplify its entire operational process, which included the deployment of 16 different systems and 500 tools.

About the Author

Chris Paoli (@ChrisPaoli5) is the associate editor for Converge360.


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