Copilot's first cloud-based contact center to transform service experiences.
Microsoft today has the pleased to announce the latest milestone inyour journeyTowards Modernizing Customer Service: Microsoft Dynamics 365 Contact Center, a solution of contact center Copilot-first that provides generative AI for all customer engagement channels. With general availability on July 1, this autonomous Contact Center as a Service (CCaaS) enables customers to maximize their current investments by connecting to customer relationship management systems (CRMs) preferred or custom applications.
With this solution, Microsoft reaffirms its commitment to transforming customer service through innovative technologies, helping companies stand out in a competitive environment and offer excellent service.
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 what they did multiple times – it’s bad for business. When people have bad customer service experiences, more than half of them end up spending less or taking their business elsewhere (Qualtrics).
Generative AI is transforming customer service and revolutionizing the way contact centers operate – from delivering rich experiences across digital and voice channels that empower customers to resolve their own needs, to equipping agents with relevant context within the workflow, and ultimately unifying operations to drive efficiency and reduce costs.
We’ve experienced firsthand the transformational impact of generative AI with Microsoft’s Customer Service and Support (CSS) team, one of the largest customer service organizations in the world. Before the support team moved to Microsoft’s own tools, CSS was previously using 16 disparate systems and over 500 individual tools—slowing down service, hindering collaboration, and producing inefficient workflows.With Copilot as part of the solution, the CSS team achieved a 12% reduction in average handle time for chat interactions and a 13% reduction in the number of agents requiring assistance from colleagues to resolve an incident. Andmore broadly, CSS saw a 31% increase in first call resolution and a 20% reduction in lost routes.
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Dynamics 365 Contact Center
Applying learnings and insights from our own use of Copilot, together withmulti-year investmentsAcross digital and voice channels, Dynamics 365 Contact Center infuses generative AI into the entire contact center workflow, spanning communication channels, self-service, intelligent routing, agent support, assisted services, and operations to help contact centers resolve issues faster, empower agents, and reduce costs.
Additionally, Dynamics 365 Contact Center is built natively on the Microsoft cloud to deliver broad scalability and reliability across voice, digital channels and routing, while enabling organizations to maintain their existing investments in CRM or custom applications.
Key features of Dynamics 365 Contact Center include:
- Next-generation self-service: With sophisticated pre-integrated co-pilots for digital and voice channels that drive personalized, context-aware conversations, contact centers can deploy rich self-service experiences. Combining the best of Nuance’s interactive voice response (IVR) technology and no-code/low-code designerfrom Microsoft Copilot Studio, contact centers can provide customers with engaging, individualized experiences powered by generative AI.
- Human-assisted accelerated service: Across all channels, unified, intelligent routing guides incoming requests that require a human touch to the agent best suited to help, improving service quality and efficiency. When a customer reaches out to an agent, Dynamics 365 Contact Center provides the agent with a 360-degree view of the customer powered by generative AI—for example, real-time conversational tools like sentiment analysis, translation, conversation summarization, transcription, and more are included to help improve service, along with others that automate repetitive tasks for agents, like case summarization, email drafting, suggested response, and the ability for Copilot to answer agent questions based on your trusted knowledge sources.
- Operational efficiency: Contact center efficiency depends as much on what happens behind the scenes as it does on the customer and agent experiences. We’ve built a solution that helps service teams spot issues early, improve critical KPIs, and adapt quickly. With AI-powered, real-time generative 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, scalable solution on the Microsoft cloud.
Contact us,get a free demo and explore the different solutions available for your company.
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