Microsoft has announced the launch of Dynamics 365 Contact Center, a cutting-edge solution integrating generative AI Copilot across all customer engagement channels.
Available since July 1, 2024, this service is designed to seamlessly integrate with existing customer relationship management (CRM) systems or custom applications.
Customer service operations often grapple with issues like long waiting times, repeat contacts, and misrouted calls, all of which undermine customer experience (CX) efforts. Research shows that 74% of customers switch to competitors due to poor customer experiences.
Dynamics 365 Contact Center aims to tackle these challenges by leveraging generative AI to streamline both digital and voice interactions, along with with AI-driven real-time reporting. This promises to reduce wait times and ensure queries are directed to the right agents, leading to quicker resolutions and enhanced customer satisfaction.
The solution provides personalized self-service options through digital and voice channels, leveraging Nuance’s interactive voice response (IVR) technology and Microsoft Copilot Studio’s designer for custom interactions. This allows users to deal with issues independently, reducing wait times for those needing agent assistance.
What are the benefits?
Key benefits of Dynamics 365 Contact Center include sophisticated AI-driven digital channel interactions, and a frictionless conversational IVR experience. Human-assisted service is boosted through intelligent unified routing, a 360-degree customer view, and AI tools for real-time sentiment analysis, translation, and transcription. Operational efficiency is improved by generative AI-based real-time reporting, enabling service leaders to optimize operations across all support channels.
Dynamics 365 Contact Center is available for $110 per user/month, with digital and voice channels included. In addition, Microsoft has introduced the Dynamics 365 Customer Service Premium, combining the Dynamics 365 Customer Service Enterprise with the Dynamics 365 Contact Center, which is an integrated, AI-powered solution that costs $195 per user/month.
In other not-so-pleasant news, Microsoft disclosed that Russian hackers who infiltrated its systems and accessed staff emails earlier this year also stole emails from its customers.
