**Summary**: Microsoft unveils Dynamics 365 Contact Center, a Copilot-first solution revolutionizing customer service with generative AI. Available from July 1, it enhances service across channels while integrating with existing CRMs for seamless operations.-

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Introducing Dynamics 365 Contact Center: A Game Changer in Customer Service

Microsoft has just unveiled its latest innovation, the Dynamics 365 Contact Center, marking a significant leap forward in modernizing customer service through generative AI. This Copilot-first solution is set to transform service experiences across all customer engagement channels.

What’s New?

The Dynamics 365 Contact Center is not just another contact center solution. It’s a standalone Contact Center as a Service (CCaaS) that seamlessly integrates with your preferred CRM systems or custom apps. Its general availability starts on July 1, promising to enhance customer service operations like never before.

Major Updates: Embracing Generative AI

Generative AI is at the heart of this transformative solution, designed to elevate customer and agent experiences across digital and voice channels. This technology enables customers to find resolutions independently and provides agents with the context needed for efficient service.

“Generative AI is transforming customer service and revolutionizing the way contact centers operate.”

Why It’s Important to Know

Customer service expectations are soaring. Negative experiences can significantly impact business, with over half of dissatisfied customers choosing to spend less or take their business elsewhere. The Dynamics 365 Contact Center aims to address these challenges head-on, improving service quality and business outcomes.

Key Features and Benefits

The Dynamics 365 Contact Center boasts next-generation self-service capabilities, leveraging sophisticated Copilots for personalized, context-aware interactions. This not only enhances the customer experience but also streamlines operations, empowering agents, and reducing costs.

“With Copilot as part of the solution, the CSS team achieved a 12 percent decrease in average handle time for chat engagements.”

Moreover, the solution’s native build on the Microsoft cloud ensures unmatched scalability and reliability across all communication channels, allowing businesses to maintain their existing CRM or custom app investments.

Transforming Microsoft’s Own Customer Service

Microsoft’s Customer Service and Support (CSS) team’s experience with Copilot is a testament to the solution’s potential. Migrating from 16 different systems to Microsoft’s tools, the team saw significant improvements in efficiency and service quality, including a 31 percent increase in first call resolution.

Final Thoughts

The Dynamics 365 Contact Center is poised to redefine customer service with its innovative use of generative AI. By bridging the gap between customer expectations and service realities, it offers a promising solution for businesses looking to elevate their customer service experience.

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Generative AI boosts customer service, reducing wait times and improving resolution rates.

Dynamics 365 Contact Center enables rich self-service experiences across digital and voice channels.

Microsoft’s own CSS team saw a 12% decrease in chat engagement times after adopting Copilot.

The solution offers next-generation self-service with advanced, context-aware Copilots.

Built on the Microsoft cloud for scalability, reliability, and integration with existing CRM systems.

From the The Official Microsoft Blog

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