Today we are thrilled to announce the latest milestone in our journey towards modernizing customer service: Microsoft Dynamics 365 Contact Center, a Copilot-first contact center solution that delivers generative AI 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.
Modernizing service experiences with generative AI
Customer service expectations are higher than ever. It’s not only frustrating for customers to deal with long wait times, being transferred to the wrong agent or having to repeat themselves multiple times — it’s detrimental to business. When people have poor customer service experiences, over half of them end up spending less or decide to take their business elsewhere (Qualtrics).
Generative AI is 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 the flow of work, and ultimately unifying operations to drive efficiency and reduce costs.
We have experienced the transformational impact of generative AI firsthand with Microsoft’s Customer Service and Support (CSS) team, one of the largest customer service organizations in the world. 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 percent decrease in average handle time for chat engagements and 13 percent decrease in agents requiring peer assistance to resolve an incident. And more broadly, CSS has seen a 31 percent increase in first call resolution and a 20 percent reduction in missed routes.
Dynamics 365 Contact Center
Applying learnings and insights from our own Copilot usage, coupled with multi-year investments in voice and digital channels, Dynamics 365 Contact Center infuses generative AI 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 organizations to retain their existing investments in CRM or custom apps.
Key Dynamics 365 Contact Center capabilities include:
- Next-generation self-service: With sophisticated pre-integrated Copilots for digital and voice channels that drive context-aware, personalized conversations, contact centers can deploy rich self-service experiences. Combining the best of interactive voice response (IVR) technology from Nuance and Microsoft Copilot Studio’s no-code/low-code designer, contact centers can provide customers with engaging, individualized experiences powered by generative AI.
- Accelerated human-assisted service: Across every channel, intelligent unified routing steers incoming requests that require a human touch to the agent best suited to help, enhancing service quality and efficiency. When a customer reaches an agent, Dynamics 365 Contact Center gives the agent a 360-degree view of the customer with generative AI — for example, real-time conversation tools like sentiment analysis, translation, conversation summary, transcription and more are included to help improve service, along with others that automate repetitive tasks for agents such as case summary, draft an email, suggested response and the ability for Copilot to answer agent questions grounded on your trusted knowledge sources.
- Operational efficiency: Contact center efficiency depends just as much on what happens behind the scenes as it does on customer and agent experiences. We’ve built a solution that helps service teams detect issues early, improve critical KPIs and adapt quickly. With generative AI-based, real-time reporting, Dynamics 365 Contact Center allows service leaders to optimize contact center operations across all support channels, including their workforce.
Here’s what customers are saying:
- “At 1-800-Flowers.com, we pride ourselves on exceptional service and continually raising the bar. With Microsoft Dynamics 365 Contact Center, we’re creating a best-in-class solution that furthers our mission and helps inspire people to give more, connect more, and build more and better relationships.” — Arnie Leap, CIO, 1-800-FLOWERS.COM, Inc.
- “MSC has always been known for the personal service that we give to our customers; Microsoft Dynamics 365 Contact Center helps us elevate that customer-centric approach.”— Fabio Catassi, CIO, Mediterranean Shipping Company
- “For our support teams, efficient problem-solving and smooth customer interactions are key to delivering exceptional service. With Dynamics 365 Contact Center and by leveraging its AI capabilities, we see a future where our support teams will deliver that level of service every day.”— Stephen Currie, Vice President Support Operations, Synoptek
If you’re attending Customer Contact Week in Las Vegas, join me for my main stage panel on Thursday, June 6. Be sure to also stop by the Microsoft booth (#151) during the event to see Dynamics 365 Contact Center in action.
Stay tuned for the general availability of Dynamics 365 Contact Center on July 1.
