Dynamics 365 Contact Center

Jeff Comstock, CVP of Dynamics 365 Customer Service just announced Microsoft Dynamics 365 Contact Center. This innovative solution prioritizes Copilot technology, bringing generative AI to every customer interaction platform. Available for general use starting July 1, this standalone Contact Center as a Service (CCaaS) offering enhances customer engagement by seamlessly integrating with existing CRM systems or custom applications, maximizing your current investments.

The Customer Service Imperative 

With rising customer expectations, businesses face the challenge of delivering outstanding service while maintaining operational efficiency. Dynamics 365 Contact Center addresses this challenge by leveraging generative AI to streamline operations and enhance customer interactions. 

The Power of Generative AI 

Generative AI is reshaping customer service by enabling personalized interactions and improving efficiency. Microsoft’s Customer Service and Support (CSS) team saw significant improvements after migrating to a unified platform powered by Copilot, achieving notable reductions in average handle time and agent dependency. 

Introducing Dynamics 365 Contact Center 

Built on Microsoft’s expertise in voice and digital channels, Dynamics 365 Contact Center seamlessly integrates with existing CRM systems and custom applications. Key features include next-generation self-service capabilities, accelerated human-assisted service, and operational efficiency enhancements. 

Dynamics 365 Contact Center represents a significant advancement in customer service technology, enabling businesses to deliver personalized, efficient, and impactful customer experiences in today’s competitive market. 

For a visual introduction to Microsoft Dynamics 365 Contact Center and to see it in action, check out the introductory video here: https://youtu.be/UeKSBD7i3RI  

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