Microsoft is thrilled to introduce Dynamics 365 Contact Center, a cutting-edge solution poised to revolutionize customer service. This Contact Center as a Service (CCaaS) offering will incorporate generative AI into all customer engagement channels, with availability beginning July 1. It 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 enhancing interactions across digital and voice channels. It will enable customers to independently resolve their needs and provide agents with contextual information, driving efficiency and reducing costs.
Microsoft’s Customer Service and Support (CSS) team has already seen significant benefits from embracing generative AI, resulting in more efficient service delivery.
Dynamics 365 Contact Center will integrate generative AI into all aspects of the contact center workflow, enriching communication channels, self-service features, and intelligent routing while empowering contact centers to promptly resolve issues, enable agents, and create cost savings. The system’s key capabilities have received positive feedback from organizations and will be showcased at Customer Contact Week in Las Vegas. The solution is anticipated to be generally available on July 1, promising to redefine service experiences.
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