Overview of Dynamics 365 Contact Center

  • 5 minutes

Contact Center infuses generative AI throughout the contact center workflow. It spans the channels of communication, self-service, intelligent routing, customer service representative-assisted service, and operations to help contact centers solve problems faster, empower agents, and reduce costs.

Additionally, Contact Center is built natively on the Microsoft Cloud to deliver extensive scalability and reliability across voice, digital channels, and routing. Simultaneously, it allows organizations to retain their existing investments in customer relationship management (CRM) or custom apps.

Key Contact Center capabilities include:

  • Next-generation self-service - Contact centers can deploy rich, self-service experiences with sophisticated, pre-integrated copilots for digital and voice channels that drive context-aware, personalized conversations. Additionally, contact centers can provide customers with engaging, individualized experiences that are generative AI-powered by combining the best of interactive voice response (IVR) technology from Nuance and the no-code/low-code designer from Microsoft Copilot Studio.

  • Accelerated human-assisted service - Across every channel, intelligent unified routing steers incoming requests that require human interaction to the customer service representative who's best suited to help, thus enhancing service quality and efficiency. When a customer reaches a customer service representative, Contact Center gives the customer service representative a comprehensive profile of the customer by using generative AI.

    For example, Contact Center provides real-time conversation tools, such as sentiment analysis, translation, conversation summary, and transcription, to help improve service. Additionally, it provides other tools to help agents automate repetitive tasks, such as creating a case summary, drafting an email, and generating a response. Agents can also ask questions to Microsoft Copilot, which provides answers based on your trusted knowledge sources.

  • Contact center management - Contact center efficiency depends on what happens behind the scenes. Equally so, it depends on customer and customer service representative experiences. Contact Center helps service teams detect issues early, improve critical KPIs, and adapt quickly. With generative AI-based, real-time reporting, Contact Center allows service leaders to optimize contact center operations across all support channels, including their workforce.

Screenshot of the end-to-end working of the Dynamics 365 Contact Center.

Here are some of the key capabilities of Contact Center:

  • Provide self-service through AI agents.
  • Manage conversations across voice and digital channels
  • Use unified routing to efficiently route work items.
  • Use AI-driven embedded insights and analytics to improve customer satisfaction.
  • Collaborate with experts in Microsoft Teams.
  • Manage performance and productivity through reports and dashboards.
  • Participate in chats.