Microsoft has launched Dynamics 365 Contact Center, a new solution that leverages generative AI Copilot across customer engagement channels.

Available since July 1, 2024, the service is designed to integrate with existing customer relationship management systems (CRMs) or custom applications.

End-users in customer service operations face ongoing challenges such as long waiting times, repeats and misrouted calls, which negatively impact CX efforts. According to research by Qualtrics, poor service experiences lead over half of customers to reduce their spending or switch providers.

Dynamics 365 Contact Center aims to address these issues by using generative AI to streamline both digital and voice interactions with AI-based real-time reporting. By reducing wait times and ensuring queries are handled by the right agent, customers stand to experience quicker resolutions and fewer frustrations.

The solution offers personalized self-service options through digital and voice channels, using tools like Nuance’s interactive voice response (IVR) technology and Microsoft Copilot Studio’s designer for tailored customer interactions. Self-service can empower users to resolve issues in their own time, providing convenience and control, and reducing wait times for those who need to speak with an agent.

Intelligent routing ensures that customer inquiries requiring human assistance are directed to the most suitable agents. Agents receive comprehensive customer profiles and real-time tools such as sentiment analysis and conversation summaries to improve service.

Several organizations across differing industries, including Mediterranean Shipping Company, 1-800-Flowers.com and Synoptek, have shared their experiences with Dynamics 365 Contact Center after undergoing trial runs of the solution, all suggesting that this is a positive addition to the Dynamics stack.