Microsoft announces Dynamics 365 Contact Center with Copilot feature

Microsoft continues to invest in the modernizing of customer support services with the introduction of Microsoft Dynamics 365 Contact Center a solution that integrates Copilot to provide generative Artificial Intelligence (AI) across all communication and customer interaction channels. 

Available since July 1st, this standalone Contact Center as a Service (CCaaS) solution allows companies to maximize their investments by directly connecting to their customer relationship management (CRM) systems or custom applications.

Expectations for any customer support service are increasingly demanding. Generative AI has transformed this sector, revolutionizing the way contact centers operate – from providing customers with new experiences through digital resources to unifying operations to increase efficiency.

The learnings and insights gained from using Copilot, combined with investments in digital and voice channels, enable Dynamics 365 Contact Center to enhance the use of generative AI in a contact center environment. This includes everything from company communication channels to operational assistance for faster incident resolution.
 

Key Features

• Advanced self-service 

Through pre-integrated Copilots for digital channels and voice solutions, contact centers can provide personalized self-service experiences, combining Nuance’s interactive voice response (IVR) technology and no-code/low-code solutions from Microsoft Copilot Studio.
 

• Accelerate technical assistance

Unified and intelligent routing improves service quality and efficiency. Real-time conversation tools such as sentiment analysis, translation, conversation summary, and transcription are included, helping to automate repetitive tasks.
 

• Operational efficiency

Real-time reports based on generative AI allow service managers to optimize contact center operations, improving critical KPIs and quickly adapting to any environment.
 

Benefits

• Improved customer experience

With Dynamics 365 Contact Center, companies can offer more agile, personalized, and efficient service, increasing customer satisfaction.
 

• Increased productivity

Intelligent automation reduces the time spent on manual tasks, allowing agents to focus on solving complex problems.
 

• Integration with order solutions

Dynamics 365 Contact Center integrates seamlessly with other tools in the Microsoft ecosystem, such as Dynamics 365 Sales and Power Platform.

Dynamics 365 Contact Center represents a significant change in how companies handle customer service. Combining advanced technology and artificial intelligence, this system is set to revolutionize the sector and elevate the customer experience to a new level.

^{Source: Microsoft News}