Dynamics 365 Contact Center
Provide intelligent, automated, and efficient service across channels with a Copilot-first contact center.
Revolutionize Contact Center
A Copilot-first, cloud-based CRM solution that enhances engagement channels with intelligence, automation, and efficiency. It delivers seamless experiences, effortless self-service, boosts agent productivity, and reduces operational costs. Features include omnichannel capabilities like conversation summaries, IVR, AI agents, sentiment analysis, and live transcriptions and translations powered by generative AI
Highlights of Dynamics 365 Contact Center
1.
AI-Driven
Self-Service.
Dynamics 365 Contact Center uses AI agents for self-service, enabling customers to resolve issues on their own. This minimizes human intervention and boosts customer satisfaction with quick, efficient solutions.
2.
Omnichannel Management.
The solution handles conversations across voice, chat, email, and social media, ensuring a seamless and consistent customer experience across all communication methods.
3.
Unified
Routing.
Unified routing directs work items to the most suitable agents based on skills and availability, optimizing resource allocation and ensuring customer queries are handled by the best-qualified personnel.
4.
Embedded Insights and Analytics.
AI-driven insights and analytics help organizations understand customer behavior and preferences, improving service delivery and customer satisfaction.
5.
Collaboration Tools.
Integration with Microsoft Teams enables real-time collaboration with experts and colleagues, enhancing problem-solving and ensuring prompt resolution of complex issues.
6.
Performance Management.
The platform offers comprehensive reports and dashboards to monitor agent performance and productivity, helping managers identify areas for improvement and enhance efficiency.
7.
Generative AI Features.
Dynamics 365 Contact Center uses AI for conversation summaries, IVR, AI agents, sentiment analysis, and live transcriptions, streamlining interactions and providing customer insights.
Reimagine the service experience
Optimize workforce
Connect via multiple channels and personalize interactions with CRM data. Use AI chatbots to reduce call volume. Offer an IVR that understands caller intent.
Fuel service rep productivity
Use intelligent routing to assign requests to the best agents. Provide this agents with a complete customer view. Give supervisors session and performance visibility.
Increase efficiency
Use real-time dashboards and analytics to visualize support metrics and trends. Review representative skills and performance in near-real time.
COPILOT IN DYNAMICS 365 CUSTOMER SERVICE
TRANSFORM YOUR SERVICE WITH COPILOT
Support service teams with AI-powered tools that help them drive faster resolution.
Copilot in Dynamics 365 Customer Service empowers agents to deliver exceptional customer care. Copilot drafts contextual answers to queries in both chat and email, in addition to providing an interactive chat experience over knowledge bases and case history so this AI-powered expertise is always available to answer questions.
COPILOT IN DYNAMICS 365 CONTACT CENTER
TRANSFORM YOUR CONTACT CENTER WITH COPILOT
Unlock the power of generative AI with insights from our Copilot usage and voice and digital channels. Seamlessly integrate with your preferred CRMs or custom apps to revolutionize your contact center workflows.
Enhance every communication channel, boost self-service capabilities, optimize intelligent routing, and elevate agent-assisted service and operations. Experience faster problem-solving, empowered agents, and significant cost reductions.
COPILOT IN DYNAMICS 365 FIELD SERVICE
TRANSFORM YOUR SERVICE OPERATIONS WITH GENERATIVE AI
Delivering exceptional field service builds customer loyalty. Copilot in Dynamics 365 Field Service helps service managers and technicians efficiently resolve issues and keep customers updated.
Additionally, with Dynamics 365 Remote Assist in Teams and seamless data flow across Field Service, Finance, and Operations applications, we’re breaking down silos and simplifying workflows.