Microsoft Dynamics 365 Contact Center is a Copilot-first contact center solution that delivers generative AI to every customer engagement channel. This standalone Contact Center as a Service (CCaaS) solution enables customers to maximize their current investments by connecting to preferred customer relationship management systems (CRMs) or custom apps. Read this blog article to discover how Generative AI is driving efficiency and reducing costs by transforming customer service and revolutionizing the way contact centers operate — from delivering rich experiences across digital and voice channels that enable customers to resolve their own needs to equipping agents with relevant context within workflow, and ultimately unifying operations. Contact to begin modernizing your customer service operations with Generative AI and Copilot.
What is Dynamics 365 Contact Center?
Dynamics 365 Contact Center is a Copilot-first cloud contact center solution that integrates generative AI across various customer engagement channels. It is designed to enhance customer service experiences by providing next-generation self-service options, intelligent routing for human-assisted service, and operational efficiency tools. This standalone Contact Center as a Service (CCaaS) solution connects seamlessly with existing customer relationship management systems or custom applications.
How does generative AI improve customer service?
Generative AI transforms customer service by enabling rich experiences across digital and voice channels, allowing customers to resolve their own issues more effectively. It equips agents with relevant context, such as real-time sentiment analysis and conversation summaries, which helps improve service quality. Additionally, it automates repetitive tasks, thereby enhancing efficiency and reducing operational costs.
What are the benefits of using Dynamics 365 Contact Center?
Organizations can expect several benefits from Dynamics 365 Contact Center, including a 12% reduction in average handle time for chat engagements and a 31% increase in first call resolution, as seen in Microsoft’s own Customer Service and Support team. The solution also allows for better detection of issues, improved key performance indicators, and the ability to adapt quickly to changing needs, ultimately leading to enhanced customer satisfaction and operational efficiency.
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