On June 4, 2024, we introduced the latest milestone in our journey towards modernizing customer engagement: Microsoft Dynamics 365 Contact Center, a Microsoft Copilot-first contact center solution that delivers generative AI to every customer engagement channel. This standalone Contact Center as a Service (CCaaS) solution enables customers to maximize their current investments by connecting to preferred customer relationship management systems (CRMs) or custom apps.
Dynamics 365 Contact Center
A complete solution for contact centers
Today, we are excited to announce that Dynamics 365 Contact Center is generally available, offering a complete but fully-composable solution for contact centers. Organizations will benefit from new native capabilities such as generative AI, technology from Nuance, and much more all built from the ground-up to power mission-critical service operations with extensive scale and reliability on the hyperscale cloud platform of Azure.
Dynamics 365 Contact Center key capabilities include:
Effortless self-service
- Customers have the freedom to engage in their channel of choice across voice, SMS, chat, email, and social media apps.
- Sophisticated pre-integrated copilots for digital channels drive context-aware, personalized conversations for rich self-service experiences.
- Provide a frictionless conversational interactive voice response (IVR) experience in real time through natural, human-like interactions.
Accelerated human-assisted service
- Intelligent unified routing steers incoming requests that require a human touch to the agent best suited to help, enhancing service quality and minimizing wasted effort.
- Agents gain a 360-degree view of customers and AI tools for real-time sentiment analysis, translation, transcription, and more to help streamline service.
- Let Copilot automate repetitive agent tasks such as conversation summary, drafting emails, suggested responses, and knowledge search.
Operational efficiency
- Generative AI based real-time reporting allows service leaders to optimize contact center operations across all support channels including their workforce.
- Maximize Copilot by connecting it to an organization’s existing data and business applications using more than 1,200 pre-built connectors that eliminate the need for expensive IT integration.
- Empower employee helpdesk and human resources functions using Microsoft Teams as a secure, integrated engagement channel.
We’re thrilled to see the initial impact that our early adopter customers and partners are having with Dynamics 365 Contact Center:
“With Lenovo’s Premier Support Plus and Dynamics 365 Contact Center, we’ve established a transformational partnership that strives for customer satisfaction, alongside operational excellence”
Lishuang Xu, Executive Director, Customer Engagement Center, Lenovo.
“Sales and marketing thrive on smooth customer interactions. With Dynamics 365 Contact Center, early adoption means we’re ahead, modernizing our approach with AI for increasing effectiveness and improving customer satisfaction”
Ian Au-Yeung, Chief Revenue Officer, Synoptek
“With Dynamics 365 Contact Center powered by Copilot, we see tremendous potential for significant enhancement in contact center staff productivity, ensuring quicker and precise responses that elevate our customer service and affirm our leadership in the insurance industry.”
Ritu Thakur, Head of Group Operations, AIA Group
Take the next step
Available now for $110 per user/month, Dynamics 365 Contact Center includes digital and voice channels as well as individual channel options for purchase.1
Additionally, we are introducing Microsoft Dynamics 365 Customer Service Premium—a new offer combining Dynamics 365 Customer Service Enterprise with Dynamics 365 Contact Center for customers seeking to consolidate on an integrated, generative AI-powered contact center and CRM service solution that delivers personalized customer journeys. Dynamics 365 Customer Service Premium is available now for $195 per user/month.2 Customers with existing Dynamics 365 Customer Service Enterprise licenses adopting Dynamics 365 Contact Center will have the ability to move to Dynamics 365 Customer Service Premium.
Learn more about Dynamics 365 Contact Center.
1,2 Pricing is accurate as of June 2024. For additional pricing information, see here.
Jeff Comstock is the Corporate Vice President of Dynamics 365 Customer Service at Microsoft. He leads the global product teams delivering Microsoft’s all-in-one digital contact center, which includes core applications, engagement channels, and unified routing—all infused with AI. Utilizing his more than two decades of Microsoft product development leadership experience, Jeff consistently sets the pace for the next generation of customer service products.
