We are excited to introduce the latest advance in customer service modernization: Microsoft Dynamics 365 Contact Center. This contact center solution puts Copilot first and delivers AI across every customer interaction channel. Available since July 1, this contact center solution lets customers connect their CRM systems or custom applications and maximize their investments.
Modernizing customer service with artificial intelligence
Customer expectations are higher than ever. Dealing with long wait times, incorrect transfers or having to repeat themselves several times is not only frustrating for customers, it is also damaging to the business. More than half of customers who have bad service experiences end up spending less or taking their business elsewhere (Qualtrics).
AI is revolutionizing customer service and contact center operations, from delivering experiences across digital and voice channels that let customers resolve their own needs, to equipping agents with relevant context and unifying operations to improve efficiency and reduce costs.
We have seen the transformative impact of AI on Microsoft's customer service and support team (CSS: Customer Service and Support), one of the largest customer service organizations in the world. Before migrating to Microsoft tools, CSS used 16 different systems and more than 500 individual tools, which slowed down service and made collaboration difficult. With Copilot, the customer service and support team reduced the average handling time of chat interactions by 12% and the need for agent-to-agent assistance by 13%. In addition, they have seen a 31% increase in first-call resolution and a 20% reduction in missed routes.
Dynamics 365 Contact Center
Dynamics 365 Contact Center uses AI to optimize the workflow, improving communication and service, empowering agents and reducing costs. Built on the Microsoft cloud, it offers scalability and reliability while preserving investments in CRM or custom applications.
Key capabilities of Dynamics 365 Contact Center
- Advanced self-service: With Copilot pre-integrated for digital and voice channels that power personalized conversations, contact centers can deliver rich self-service experiences. With Nuance IVR technology and Microsoft Copilot Studio, contact centers deliver engaging AI-powered experiences.
- Accelerated human-assisted service: Intelligent routing assigns requests to the right agent, improving service quality. Dynamics 365 Contact Center offers a complete view of the customer with AI tools and automates repetitive tasks.
- Operational efficiency: Contact center efficiency depends as much on internal operations as it does on customer and agent experiences. Dynamics 365 Contact Center helps teams detect issues, improve KPIs and adapt quickly with real-time, AI-based reporting.
Video: https://youtu.be/UeKSBD7i3RI
Customer testimonials
1-800-Flowers.com: "With Dynamics 365 Contact Center, we inspire people to give more and build better relationships." — Arnie Leap, CIO.
Mediterranean Shipping Company: "Dynamics 365 Contact Center helps us elevate our customer-centric approach." — Fabio Catassi, CIO.
Synoptek: "With Dynamics 365 Contact Center and its AI, our teams will deliver exceptional service every day." — Stephen Currie, Vice President of Support Operations.
