Microsoft Dynamics 365 Contact Center is a Copilot-first contact center solution that delivers generative AI to every customer engagement channel. This standalone Contact Center as a Service (CCaaS) solution enables customers to maximize their current investments by connecting to preferred customer relationship management systems (CRMs) or custom apps. Read this blog article to discover how Generative AI is driving efficiency and reducing costs by transforming customer service and revolutionizing the way contact centers operate — from delivering rich experiences across digital and voice channels that enable customers to resolve their own needs to equipping agents with relevant context within workflow, and ultimately unifying operations. Contact to begin modernizing your customer service operations with Generative AI and Copilot.
What is Microsoft Dynamics 365 Contact Center?
Microsoft Dynamics 365 Contact Center is a Copilot-first cloud contact center solution designed to enhance customer service experiences. It integrates generative AI across various customer engagement channels and is available as a standalone Contact Center as a Service (CCaaS) solution. Key features include next-generation self-service capabilities, intelligent unified routing for human-assisted service, and operational efficiency tools that help optimize contact center operations.
How does generative AI improve customer service?
Generative AI transforms customer service by enabling rich experiences across digital and voice channels, allowing customers to resolve their own issues more effectively. It equips agents with relevant context during interactions, such as real-time sentiment analysis and conversation summaries, which can enhance service quality. Additionally, it automates repetitive tasks, helping agents focus on more complex customer needs.
What are the benefits of using Dynamics 365 Contact Center?
Organizations can expect several benefits from Dynamics 365 Contact Center, including improved operational efficiency and enhanced customer experiences. For example, Microsoft’s Customer Service and Support team saw a 12% decrease in average handle time for chat engagements and a 31% increase in first call resolution after implementing these tools. The solution also allows businesses to retain their existing CRM investments while providing scalability and reliability across various communication channels.
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