Right now we’re thrilled to announce the most recent milestone in our journey in direction of modernizing customer support: Microsoft Dynamics 365 Contact Heart, a Copilot-first contact middle answer that delivers generative AI to each buyer engagement channel. With basic availability on July 1, this standalone Contact Heart as a Service (CCaaS) answer allows prospects to maximise their present investments by connecting to most well-liked buyer relationship administration methods (CRMs) or customized apps.
Modernizing service experiences with generative AI
Customer support expectations are larger than ever. It’s not solely irritating for purchasers to cope with lengthy wait occasions, being transferred to the flawed agent or having to repeat themselves a number of occasions — it’s detrimental to enterprise. When individuals have poor customer support experiences, over half of them find yourself spending much less or resolve to take their enterprise elsewhere (Qualtrics).
Generative AI is reworking customer support and revolutionizing the way in which contact facilities function — from delivering wealthy experiences throughout digital and voice channels that allow prospects to resolve their very own wants, to equipping brokers with related context throughout the move of labor, and finally unifying operations to drive effectivity and cut back prices.
Now we have skilled the transformational impression of generative AI firsthand with Microsoft’s Buyer Service and Assist (CSS) staff, one of many largest customer support organizations on the earth. Earlier than the help staff migrated to Microsoft’s personal instruments, CSS was beforehand utilizing 16 totally different methods and over 500 particular person instruments — slowing down service, hindering collaboration and producing inefficient workflows. With Copilot as a part of the answer, the CSS staff achieved a 12 p.c lower in common deal with time for chat engagements and 13 p.c lower in brokers requiring peer help to resolve an incident. And extra broadly, CSS has seen a 31 p.c enhance in first name decision and a 20 p.c discount in missed routes.
Dynamics 365 Contact Heart
Making use of learnings and insights from our personal Copilot utilization, coupled with multi-year investments in voice and digital channels, Dynamics 365 Contact Heart infuses generative AI all through the contact middle workflow — spanning the channels of communication, self-service, clever routing, agent-assisted service and operations to assist contact facilities clear up issues sooner, empower brokers and cut back prices.
Moreover, Dynamics 365 Contact Heart is constructed natively on the Microsoft cloud to ship in depth scalability and reliability throughout voice, digital channels and routing whereas on the identical time permitting organizations to retain their current investments in CRM or customized apps.
Key Dynamics 365 Contact Heart capabilities embrace:
- Subsequent-generation self-service: With refined pre-integrated Copilots for digital and voice channels that drive context-aware, personalised conversations, contact facilities can deploy wealthy self-service experiences. Combining the most effective of interactive voice response (IVR) expertise from Nuance and Microsoft Copilot Studio’s no-code/low-code designer, contact facilities can present prospects with partaking, individualized experiences powered by generative AI.
- Accelerated human-assisted service: Throughout each channel, clever unified routing steers incoming requests that require a human contact to the agent finest suited to assist, enhancing service high quality and effectivity. When a buyer reaches an agent, Dynamics 365 Contact Heart provides the agent a 360-degree view of the shopper with generative AI — for instance, real-time dialog instruments like sentiment evaluation, translation, dialog abstract, transcription and extra are included to assist enhance service, together with others that automate repetitive duties for brokers reminiscent of case abstract, draft an e-mail, steered response and the power for Copilot to reply agent questions grounded in your trusted information sources.
- Operational effectivity: Contact middle effectivity relies upon simply as a lot on what occurs behind the scenes because it does on buyer and agent experiences. We’ve constructed an answer that helps service groups detect points early, enhance essential KPIs and adapt shortly. With generative AI-based, real-time reporting, Dynamics 365 Contact Heart permits service leaders to optimize contact middle operations throughout all help channels, together with their workforce.
Right here’s what prospects are saying:
- “At 1-800-Flowers.com, we satisfaction ourselves on distinctive service and frequently elevating the bar. With Microsoft Dynamics 365 Contact Heart, we’re making a best-in-class answer that furthers our mission and helps encourage individuals to provide extra, join extra, and construct extra and higher relationships.” — Arnie Leap, CIO, 1-800-FLOWERS.COM, Inc.
- “MSC has all the time been recognized for the non-public service that we give to our prospects; Microsoft Dynamics 365 Contact Heart helps us elevate that customer-centric method.”— Fabio Catassi, CIO, Mediterranean Delivery Firm
- “For our help groups, environment friendly problem-solving and clean buyer interactions are key to delivering distinctive service. With Dynamics 365 Contact Heart and by leveraging its AI capabilities, we see a future the place our help groups will ship that degree of service day by day.”— Stephen Currie, Vice President Assist Operations, Synoptek
Should you’re attending Buyer Contact Week in Las Vegas, be part of me for my fundamental stage panel on Thursday, June 6. Be sure you additionally cease by the Microsoft sales space (#151) in the course of the occasion to see Dynamics 365 Contact Heart in motion.
Keep tuned for the final availability of Dynamics 365 Contact Heart on July 1.
