Dynamics 365 Contact Center

The first Copilot-powered cloud contact center to transform service experiences.

Microsoft is thrilled to announce the latest milestone in its journey towards modernizing customer service: Microsoft Dynamics 365 Contact Center, a Copilot-first contact center solution that provides generative AI for all customer engagement channels. With general availability on July 1st, this autonomous Contact Center as a Service (CCaaS) solution allows customers to maximize their current investments by connecting to preferred customer relationship management (CRM) systems or custom applications.

With this solution, Microsoft reaffirms its commitment to transforming customer service through innovative technologies, helping businesses stand out in a competitive environment and deliver excellent service.

Contact Center

Modernizing service experiences with AI.

Customer service expectations are higher than ever. It’s not just frustrating for customers to deal with long wait times, being transferred to the wrong agent, or having to repeat themselves multiple times – it’s detrimental to business. When people have bad customer service experiences, over half of them end up spending less or decide to take their business elsewhere (Qualtrics).

Generative AI is transforming customer service and revolutionizing how contact centers operate – from delivering rich experiences across digital and voice channels that empower customers to address their own needs, to equipping agents with relevant context within their workflow, and ultimately unifying operations to drive efficiency and reduce costs.

We experienced firsthand the transformative impact of generative AI with Microsoft’s Customer Support and Service (CSS) team, one of the largest customer service organizations in the world. Before the support team migrated to Microsoft’s own tools, CSS previously used 16 different systems and over 500 individual tools – making service slower, collaboration more difficult, and producing inefficient workflows. With Copilot as part of the solution, the CSS team achieved a 12% reduction in average chat handling time and a 13% reduction in the number of agents needing assistance from colleagues to resolve an incident. And more broadly, CSS recorded a 31% increase in first call resolution and a 20% reduction in missed routes.

Dynamics 365 Contact Center

Applying insights from our own use of Copilot, along with multi-year investments in digital and voice channels, Dynamics 365 Contact Center infuses generative AI throughout the contact center workflow, covering communication channels, self-service, intelligent routing, agent servicing, and assisted operations to help contact centers resolve issues faster, empower agents, and reduce costs.
Furthermore, Dynamics 365 Contact Center is built natively on the Microsoft cloud to provide extensive scalability and reliability in voice, digital channels, and routing, while allowing organizations to maintain their existing investments in CRM or custom applications.

The main features of Dynamics 365 Contact Center include:

  • Next-generation self-service: With sophisticated pre-integrated Copilots for digital and voice channels driving personalized and context-aware conversations, contact centers can deploy rich self-service experiences. Combining the best of Nuance’s interactive voice response (IVR) technology and Microsoft Copilot Studio’s no-code/low-code designer, contact centers can provide engaging and individualized experiences powered by generative AI.
  • Human-assisted accelerated service: Across all channels, unified and intelligent routing guides incoming requests requiring human touch to the most suitable agent, enhancing service quality and efficiency. When a customer contacts an agent, Dynamics 365 Contact Center provides the agent with a 360-degree view of the customer with generative AI — for instance, real-time conversation tools such as sentiment analysis, translation, conversation summary, transcription, and more are included to enhance service, along with others that automate repetitive tasks for agents, such as case summaries, email drafts, suggested responses, and Copilot’s ability to answer agent questions based on their trusted knowledge sources.
  • Operational efficiency: Contact center efficiency depends on both what happens behind the scenes and on customer and agent experiences. We have created a solution that helps service teams detect issues early, improve critical KPIs, and adapt quickly. With AI-based generative and real-time reporting, Dynamics 365 Contact Center enables service leaders to optimize contact center operations across all support channels, including their workforce.

Transform your customer service with Dynamics 365 Contact Center: Generative AI, next-generation self-service, and operational efficiency in a robust and scalable solution on Microsoft’s cloud.

Kinix | Our mission is to drive your business forward!

Work with a leading and certified partner in Microsoft Power Platform and Dynamics CRM solutions.