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

Posted 06.04.2024

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.