Microsoft Announces Dynamics 365 Contact Center

Microsoft Announces Dynamics 365 Contact Center

Dynamics 365 Contact Center infuses genAI throughout the contact center workflow.

Microsoft announced its latest initiative in modernising customer service: Microsoft Dynamics 365 Contact Center, a Copilot-first contact center solution that delivers genAI to every customer engagement channel. With general availability on July 1, 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.

Modernising Service Experiences with GenAI

GenAI is transforming customer service and revolutionising 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 the relevant context within the flow of work, and ultimately unifying operations to drive efficiency and reduce costs.

Microsoft has experienced the transformational impact of genAI with Microsoft’s Customer Service and Support (CSS) team. Before the support team migrated to Microsoft’s own tools, CSS was previously using 16 different systems and over 500 individual tools — slowing down service, hindering collaboration and producing inefficient workflows. With Copilot as part of the solution, the CSS team achieved a 12% decrease in average handle time for chat engagements and a 13% decrease in agents requiring peer assistance to resolve an incident. More broadly, CSS has seen a 31% increase in first call resolution and a 20% reduction in missed routes.

Dynamics 365 Contact Center

Applying learnings and insights from Copilot usage, coupled with multi-year investments in voice and digital channels, Dynamics 365 Contact Center infuses genAI throughout the contact center workflow — spanning the channels of communication, self-service, intelligent routing, agent-assisted service and operations to help contact centers solve problems faster, empower agents and reduce costs.

Additionally, Dynamics 365 Contact Center is built natively on the Microsoft cloud to deliver extensive scalability and reliability across voice, digital channels and routing while at the same time allowing organisations to retain their existing investments in CRM or custom apps.

Key Dynamics 365 Contact Center capabilities include:

  • Next-generation self-service 
  • Accelerated human-assisted service
  • Operational efficiency