Microsoft Dynamics 365 Contact Center

formerly Omnichannel for Customer Service

Dynamics 365 Contact Center is Microsoft’s AI-driven contact center that works with any customer relationship management (CRM) solution, not just Microsoft CRM.

It’s a cloud-based product from Copilot that brings intelligence, automation, and efficiency to every interaction channel in your chosen customer relationship management solution. It helps organizations reduce operational costs, provide seamless experience across channels, enable easy self-service, and increase contact center agent productivity.

Dynamics 365 Contact Center provides access to capabilities such as conversation summaries, interactive voice response (IVR), AI agents, and real-time transcription and translation powered by generative AI.

Implementing Dynamics 365 Contact Center enables:

Provide self-service with AI agents.
Manage conversations across voice and digital channels.
Use built-in AI insights and analytics to drive customer satisfaction.
Collaborate with experts in Microsoft Teams.
Manage productivity and performance with reports.

Dynamics 365 Contact Center is built on the Microsoft Cloud, delivering massive scalability and reliability for voice, digital channels, and routing. It allows organizations to preserve their existing investments in customer relationship management (CRM) or custom applications.

The main functionalities of Dynamics 365 Contact Center are:

Next-generation self-service – Contact centers leverage rich self-service experiences with sophisticated, pre-integrated pilots for digital and voice channels that drive context-aware, personalized conversations. In addition, contact centers can deliver personalized customer experience powered by artificial intelligence through a combination of best-in-class interactive voice response (IVR) technology from Nuance and the low-code designer from Microsoft Copilot Studio.
Accelerated service – inbound requests that require human interaction are intelligently routed across every channel to the customer service representative best suited to assist, improving service quality and efficiency. When a customer speaks to an agent, Dynamics 365 Contact Center provides the agent with a complete customer profile using generative AI.

For example, Dynamics 365 Contact Center provides real-time conversation tools such as sentiment analysis, translation, conversation summary, and transcription to improve service. It also provides tools that help agents automate repetitive tasks such as email composition and response generation. Agents can also ask questions to Microsoft Copilot, which provides answers based on trusted knowledge sources.

Operational efficiency – the effectiveness of a contact center depends on what happens behind the scenes. It also depends on the customer and agent’s experience. Dynamics 365 Contact Center helps service teams identify issues early, improve critical KPIs, and adapt quickly. With real-time, generative reporting powered by artificial intelligence, Dynamics 365 Contact Center enables leaders to optimize contact center operations across all support channels, including their workforce.

Dynamics 365 Contact Center provides two Microsoft Power Automate solutions designed to connect with ServiceNow and a variety of custom CRM systems. This enables organizations to engage with their customers using a variety of communication methods, including voice, video, text, chat, and social messaging, directly from their CRM platforms. Using Power Automate data connectors, organizations can synchronize contact and account information with ServiceNow or a custom CRM in Microsoft Dataverse, making it easier to manage data holistically.

Looking to automate and improve your contact center or service department? If you want to build long-term personalized relationships with customers and increase productivity, then contact Innoware specialists who will provide detailed information about Microsoft Dynamics 365 Contact Center and advise on implementing the solution in your company: +38 044 490 22 20 or info@innoware.com