​​Microsoft Announces Dynamics 365 Contact Center: AI-Powered Customer Service

On June 4, 2024, at the Customer Contact Week event, Microsoft announced the launch of Microsoft Dynamics 365 Contact Center, a Copilot-first, AI-powered contact center solution, which will be generally available from July 1, 2024.

• Designed to modernize customer service, the solution integrates generative AI into every stage of the contact center workflow, supporting seamless self-service, intelligent routing, and agent-optimized tools. It also allows businesses to retain their existing CRM, whether Dynamics 365, Salesforce, or other custom solutions.

​Key Features of Dynamics 365 Contact Center:

Omnichannel Engagement: Seamless support across voice, SMS, chat, email, and social media platforms.

AI-Driven Self-Service: Personalized, context-aware interactions powered by advanced copilots and conversational AI.

Enhanced Agent Efficiency: Real-time tools for sentiment analysis, translation, and task automation, ensuring quicker resolutions.

Intelligent Routing: AI-powered routing connects customers with the best-suited agents for superior service quality.

Operational Optimization: Generative AI insights and pre-built connectors drive efficiency and simplify integration with existing systems.

This launch represents a significant leap in modernizing customer service, empowering businesses to deliver exceptional experiences while reducing operational complexities.

To learn more and explore pricing plans, please visit the Microsoft Partner Center website.