Microsoft is excited to announce the upcoming release of Dynamics 365 Contact Center, a cutting-edge solution that will revolutionize customer service.
This Contact Center as a Service (CCaaS) offering will bring generative AI to all customer engagement channels and is set to be available starting July 1. The system will seamlessly integrate with existing customer relationship management systems (CRMs) and custom apps, enhancing customer investments.
Generative AI is set to modernize customer service experiences by improving interactions across digital and voice channels. It will enable customers to independently resolve their needs and provide agents with contextual information to streamline workflows, thus driving efficiency and reducing costs.
Microsoft’s Customer Service and Support (CSS) team has already benefited significantly from embracing generative AI. By integrating Copilot into their system, the CSS team experienced a decrease in chat engagement times and a reduction in the need for peer assistance, resulting in more efficient service delivery.
Dynamics 365 Contact Center is designed to integrate generative AI into all aspects of the contact center workflow. It will not only enrich communication channels, self-service features, and intelligent routing but also empower contact centers to promptly resolve issues, enable agents, and create cost savings.
Key capabilities of Dynamics 365 Contact Center include a next-generation self-service experience, accelerated human-assisted service, and operational efficiency. These features have received positive feedback from organizations such as 1-800-Flowers.com, Mediterranean Shipping Company, and Synoptek, highlighting the potential for the system to elevate customer service experiences.
A panel to discuss the new release is scheduled for Thursday, June 6, at Customer Contact Week in Las Vegas. Attendees will also have the opportunity to see Dynamics 365 Contact Center oin action at the Microsoft booth (#151). The solution is anticipated to be generally available on July 1, promising to redefine service experiences.
