Announcing Dynamics 365 Contact Center - a Copilot-first cloud contact center to transform service experiences - The Official Microsoft Blog
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 Microsoft Dynamics 365 Contact Center?
Microsoft Dynamics 365 Contact Center is a Copilot-first cloud contact center solution designed to enhance customer service experiences. It integrates generative AI across various customer engagement channels and is available as a standalone Contact Center as a Service (CCaaS) solution. Key features include next-generation self-service capabilities, intelligent unified routing for human-assisted service, and operational efficiency tools that help optimize contact center operations.
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 during interactions, such as real-time sentiment analysis and conversation summaries, which can enhance service quality. Additionally, it automates repetitive tasks, helping agents focus on more complex customer needs.
What are the benefits of using Dynamics 365 Contact Center?
Organizations can expect several benefits from Dynamics 365 Contact Center, including improved operational efficiency and enhanced customer experiences. For example, Microsoft’s Customer Service and Support team saw a 12% decrease in average handle time for chat engagements and a 31% increase in first call resolution after implementing these tools. The solution also allows businesses to retain their existing CRM investments while providing scalability and reliability across various communication channels.
Announcing Dynamics 365 Contact Center - a Copilot-first cloud contact center to transform service experiences - The Official Microsoft Blog
published by Swerve Limited
Swerve is a responsive, 100% Kiwi-owned technology business. We are headquartered in Auckland and service clients across New Zealand.
Our customers are diverse, from the engineering firms that build the infrastructure of the nation, to the Hobbiton team in Middle-earth that warm the hearts of countless international (and local) visitors.
No matter their business, each client enjoys big team capability, delivered with small team agility - and the simplicity of one responsive IT partner for everything.
We believe IT matters
Our purpose: To put people at the heart of technology, as we design, deliver, and support exceptional IT experiences that keep business humming.
Swerve was founded in 1999 and for over 25 years we've taken care of technology because we know IT matters.
IT matters because it powers the engine rooms of the Kiwi economy. Businesses like yours, that is.
IT matters because it protects IP, data, and the lifeblood of livelihoods in an age of sophisticated cyber crime. IT matters for productivity, for communication, for healthy communities, and for everything that keeps New Zealand humming in a digital world.
Sign in with LinkedIn