Asserting Dynamics 365 Contact Middle – a Copilot-first cloud contact heart to rework service experiences


In the present day we’re thrilled to announce the newest milestone in our journey in the direction of modernizing customer support: Microsoft Dynamics 365 Contact Middle, a Copilot-first contact heart resolution that delivers generative AI to each buyer engagement channel. With normal availability on July 1, this standalone Contact Middle as a Service (CCaaS) resolution allows clients to maximise their present investments by connecting to most well-liked buyer relationship administration techniques (CRMs) or customized apps.

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Modernizing service experiences with generative AI

Customer support expectations are larger than ever. It’s not solely irritating for purchasers to take care of lengthy wait instances, being transferred to the improper agent or having to repeat themselves a number of instances — it’s detrimental to enterprise. When folks have poor customer support experiences, over half of them find yourself spending much less or resolve to take their enterprise elsewhere (Qualtrics).

Generative AI is remodeling customer support and revolutionizing the way in which contact facilities function — from delivering wealthy experiences throughout digital and voice channels that allow clients to resolve their very own wants, to equipping brokers with related context inside the movement of labor, and finally unifying operations to drive effectivity and cut back prices.

We now have skilled the transformational influence of generative AI firsthand with Microsoft’s Buyer Service and Help (CSS) staff, one of many largest customer support organizations on the earth. Earlier than the assist staff migrated to Microsoft’s personal instruments, CSS was beforehand utilizing 16 totally different techniques and over 500 particular person instruments — slowing down service, hindering collaboration and producing inefficient workflows. With Copilot as part of the solution, the CSS staff achieved a 12 % lower in common deal with time for chat engagements and 13 % lower in brokers requiring peer help to resolve an incident. And more broadly, CSS has seen a 31 % enhance in first name decision and a 20 % discount in missed routes.

Dynamics 365 Contact Middle

Making use of learnings and insights from our personal Copilot utilization, coupled with multi-year investments in voice and digital channels, Dynamics 365 Contact Middle infuses generative AI all through the contact heart workflow — spanning the channels of communication, self-service, clever routing, agent-assisted service and operations to assist contact facilities remedy issues sooner, empower brokers and cut back prices.

Moreover, Dynamics 365 Contact Middle is constructed natively on the Microsoft cloud to ship intensive scalability and reliability throughout voice, digital channels and routing whereas on the similar time permitting organizations to retain their current investments in CRM or customized apps.

Key Dynamics 365 Contact Middle capabilities embrace:

  • Subsequent-generation self-service: With subtle pre-integrated Copilots for digital and voice channels that drive context-aware, personalised conversations, contact facilities can deploy wealthy self-service experiences. Combining one of the best of interactive voice response (IVR) expertise from Nuance and Microsoft Copilot Studio’s no-code/low-code designer, contact facilities can present clients with participating, individualized experiences powered by generative AI.
  • Accelerated human-assisted service: Throughout each channel, clever unified routing steers incoming requests that require a human contact to the agent greatest suited to assist, enhancing service high quality and effectivity. When a buyer reaches an agent, Dynamics 365 Contact Middle offers the agent a 360-degree view of the shopper with generative AI — for instance, real-time dialog instruments like sentiment evaluation, translation, dialog abstract, transcription and extra are included to assist enhance service, together with others that automate repetitive duties for brokers comparable to case abstract, draft an e-mail, prompt response and the power for Copilot to reply agent questions grounded in your trusted data sources.
  • Operational effectivity: Contact heart effectivity relies upon simply as a lot on what occurs behind the scenes because it does on buyer and agent experiences. We’ve constructed an answer that helps service groups detect points early, enhance important KPIs and adapt rapidly. With generative AI-based, real-time reporting, Dynamics 365 Contact Middle permits service leaders to optimize contact heart operations throughout all assist channels, together with their workforce.

Right here’s what clients are saying:

  • “At 1-800-Flowers.com, we delight ourselves on distinctive service and frequently elevating the bar. With Microsoft Dynamics 365 Contact Middle, we’re making a best-in-class resolution that furthers our mission and helps encourage folks to provide extra, join extra, and construct extra and higher relationships.” — Arnie Leap, CIO, 1-800-FLOWERS.COM, Inc.
  • “MSC has at all times been recognized for the private service that we give to our clients; Microsoft Dynamics 365 Contact Middle helps us elevate that customer-centric method.”— Fabio Catassi, CIO, Mediterranean Delivery Firm
  • “For our assist groups, environment friendly problem-solving and easy buyer interactions are key to delivering distinctive service. With Dynamics 365 Contact Middle and by leveraging its AI capabilities, we see a future the place our assist groups will ship that stage of service day-after-day.”— Stephen Currie, Vice President Help Operations, Synoptek

For those who’re attending Customer Contact Week in Las Vegas, be a part of me for my main stage panel on Thursday, June 6. You’ll want to additionally cease by the Microsoft sales space (#151) throughout the occasion to see Dynamics 365 Contact Middle in motion.

Keep tuned for the overall availability of Dynamics 365 Contact Middle on July 1.

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