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Dynamics 365 Contact Center

Increase Customer Satisfaction with Dynamics 365 Contact Center

Enhance your customers’ satisfaction with the Dynamics 365 Contact Center, a modern cloud-based solution powered by Copilot. Improve their experience by providing multichannel communication and seamless service through channels like email, social media, SMS, and mobile apps.

The Contact Center is a standalone system that can integrate with other CRMs, ensuring automatic synchronization of customer data. Additionally, as part of the Power Platform, it natively communicates with other applications, ensuring consistent data about the customers being served.

Capabilities of the Contact Center

Chat and Voice Bot Support
Solve issues through interaction with intelligent chatbots.
Multichannel Conversation Management
Centralize conversations through both voice and digital channels.
AI-Powered Analytics
Built-in AI analysis tools provide deeper insights into customer needs.
Performance and Productivity Management
Monitor team performance with reports and dashboards in Power BI.

Automate the Entire Customer Contact Process

Utilizing advanced AI technologies, you can automate many routine tasks, enhancing your efficiency and customer service quality. With chatbots and virtual assistants, customers can quickly get answers without waiting to interact with an agent.

A key tool for process automation is IVR (Interactive Voice Response). This is a self-service system built with Copilot Studio, which uses speech analysis to recognize common tasks and provide automated responses.

Omnichannel

This multichannel contact center connects all forms of communication and interaction with customers into one integrated platform. It ensures a consistent and personalized customer experience, handling voice calls, live chats, emails, text messages, and social media. Customers can choose their preferred communication methods and switch between them as needed.

Real-Time Analytics

Monitor customer service performance and satisfaction in real-time to quickly address issues and adjust strategies. Manage knowledge to assign the right agents to customers based on their skills.

Use advanced data analysis to evaluate efficiency and gain insights into customer preferences and behaviors.

Elevate Customer Service Standards with Copilot

Engage your agents in daily work with the advanced AI-powered Microsoft Copilot tool in the Contact Center. Copilot analyzes ongoing conversations in real-time, suggesting the best responses and actions to take.

Automatically analyze sentiment, summarize conversations, and review interaction histories to improve and speed up communication.

Engage Customers through Automation and Personalization

Use advanced technologies to analyse customer data and tailor communication to their individual needs and preferences. Automatically generate personalized emails, product suggestions, and responses to frequently asked questions.

System Integration

By integrating your systems with the Dynamics 354 Contact Center, you can significantly increase the efficiency of customer data management. With CRM integration, the system automatically synchronizes customer data, allowing agents immediate access to interaction histories, purchasing preferences, and inquiries.

Additionally, with ERP system integration, the Dynamics 365 Digital Center provides real-time access to order and inventory data, minimizing errors and speeding up operational processes.

Increased agent efficiency through process optimization

How AI and Microsoft Digital Contact Center Platform are transforming customer and agent experiences