Microsoft Releases AI-Driven Dynamics 365 Contact Center

In June Microsoft introduced Dynamics 365 Contact Center, a Copilot-first Contact Centre as a Service (CCaaS) solution.

Dynamics 365 Contact Center is now widely available and offers a composable solution with features like generative AI, Nuance technology, and robust operations on the Azure cloud platform.

This solution connects with preferred customer relationship management (CRM) systems or custom applications, optimizing existing investments.

Key Capabilities of Dynamics 365 Contact Center:

Self-Service

• Supports engagement through voice, SMS, chat, email, and social media.
• Pre-integrated copilots provide personalized, context-aware interactions for self-service.
• Real-time, natural interactions in interactive voice response (IVR) systems.

Human-Assisted Service

• Intelligent routing directs requests to the most suitable agents, enhancing service quality.
• Agents receive a comprehensive view of customers with AI tools for sentiment analysis, translation, and transcription.
• Copilot automates repetitive tasks like conversation summaries, email drafting, and suggested responses.

Operational Efficiency

• Generative AI-based real-time reporting helps optimize contact center operations.
• Copilot connects with existing data and applications using over 1,200 pre-built connectors, reducing IT integration costs.
• Microsoft Teams supports secure, integrated engagement for employee helpdesk and HR functions.

“With Lenovo’s Premier Support Plus and Dynamics 365 Contact Center, we’ve established a transformational partnership that strives for customer satisfaction, alongside operational excellence” said Lishuang Xu, Executive Director, Customer Engagement Center, Lenovo.

“Sales and marketing thrive on smooth customer interactions. With Dynamics 365 Contact Center, early adoption means we’re ahead, modernizing our approach with AI for increasing effectiveness and improving customer satisfaction” said Ian Au-Yeung, Chief Revenue Officer, Synoptek

“With Dynamics 365 Contact Center powered by Copilot, we see tremendous potential for significant enhancement in contact center staff productivity, ensuring quicker and precise responses that elevate our customer service and affirm our leadership in the insurance industry.” said Ritu Thakur, Head of Group Operations, AIA Group

Reviewed by: Jo Robinson