Microsoft launches Dynamics 365 Contact Center

Expectations of customer service are high. Excessively long waiting times, incorrect redirects and problems understanding the customer's exact request lead to dissatisfied customers - with the corresponding consequences. Studies by Qualtrics, for example, show that more than half of customers who have a bad experience with customer service spend less or switch to other providers altogether. Generative AI has the potential to significantly improve customer service, as it enables customers to resolve their concerns independently to some extent. In addition, service employees are supported by relevant information, which makes processes more efficient and can lead to cost reductions.

On 1 July, Microsoft is launching Dynamics 365 Contact Center, which is based on Copilot, an AI-based software for modernizing customer service. The standalone Contact Center as a Service (CCaaS) solution can be integrated into the standard CRM systems used by companies and can also be used in self-developed applications.

Improving customer service with AI

Microsoft's Customer Service and Support (CSS) team, one of the largest in the world, has tested the possibilities of generative AI in customer service for itself. Before migrating to Microsoft's own tools, the CSS team used 16 different systems and over 500 individual tools, which slowed down the overall service. By using Copilot, the CSS team was able to reduce the average handling time for chat requests by 12 percent and the number of cases in which the service employees needed help by 13 percent. The team also saw a 31 percent improvement in first-time resolution rates and a 20 percent reduction in request misdirection.

Dynamics 365 Contact Center: Functions and efficiency

The new Dynamics 365 Contact Center combines the experience gained from the use of Copilot with the results of Microsoft's voice and digital research to integrate generative AI into the entire customer service workflow. Through intelligent routing and AI-supported employee service on all communication channels, the tool should ultimately solve problems faster, relieve service employees and reduce costs. The system is based on the Microsoft cloud and therefore offers extensive scalability, while existing CRM systems and custom applications can continue to be used.

With pre-integrated copilots for digital and voice channels that enable context-aware, personalized conversations, the contact center can solve many problems without the input of an employee. The Interactive Voice Response (IVR) technology from Nuance and the no-code/low-code designer from Microsoft Copilot Studio are used in this context, for example.

In addition, intelligent, standardized routing directs incoming requests to the service employee who is best suited to handle the request. The bottom line is that this should improve overall service quality and efficiency across the board. Dynamics 365 Contact Center also offers service employees a 360-degree view of the customer, again with the help of generative AI. Real-time conversation tools such as sentiment analysis, translation, call summaries and transcription provide support. Another advantage is that case summaries, email drafts and suggested responses can be automated, thereby avoiding repetitive tasks.

How efficient the contact center is in the end depends heavily on the internal processes. Dynamics 365 Contact Center helps service teams to identify problems early, improve key performance indicators and quickly adapt to requirements where necessary. With generative AI-based real-time reporting, service managers can also optimize contact center operations across all support channels.

The bottom line is that Microsoft wants to set new standards in customer service with the new Dynamics 365 Contact Center by integrating modern AI technology into the daily workflows of contact centers. In this way, companies can significantly improve their customer service, increase efficiency and boost customer satisfaction.

Microsoft Dyamics 365 Fundamental

This course https://www.haufe-akademie.de/skill-it/products/33791 provides a comprehensive introduction to the customer engagement capabilities of Dynamics 365, including the Marketing, Sales, Customer Service, Field Service and Project Operations apps. Each module covers the basic business processes and specific capabilities of the respective app as well as additional relevant applications. Practical exercises (labs) allow participants to directly apply what they have learned, such as creating marketing emails, leads and work orders. The aim of the course is to familiarize participants with the various aspects of customer engagement and the specific functions of the Dynamics 365 apps.