Immediately we’re thrilled to announce the most recent milestone in our journey in the direction of modernizing customer support: Microsoft Dynamics 365 Contact Heart, a Copilot-first contact heart answer that delivers generative AI to each buyer engagement channel. With common 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 programs (CRMs) or customized apps.
Modernizing service experiences with generative AI
Customer support expectations are greater than ever. It’s not solely irritating for patrons to take care of lengthy wait occasions, being transferred to the unsuitable agent or having to repeat themselves a number of occasions — it’s detrimental to enterprise. When folks have poor customer support experiences, over half of them find yourself spending much less or determine to take their enterprise elsewhere (Qualtrics).
Generative AI is reworking customer support and revolutionizing the best way 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 scale back prices.
We have now skilled the transformational affect of generative AI firsthand with Microsoft’s Buyer Service and Assist (CSS) workforce, one of many largest customer support organizations on the planet. Earlier than the assist workforce migrated to Microsoft’s personal instruments, CSS was beforehand utilizing 16 completely different programs 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 workforce 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 heart workflow — spanning the channels of communication, self-service, clever routing, agent-assisted service and operations to assist contact facilities remedy issues sooner, empower brokers and scale back prices.
Moreover, Dynamics 365 Contact Heart is constructed natively on the Microsoft cloud to ship intensive scalability and reliability throughout voice, digital channels and routing whereas on the identical time permitting organizations to retain their present investments in CRM or customized apps.
Key Dynamics 365 Contact Heart capabilities embody:
- Subsequent-generation self-service: With subtle pre-integrated Copilots for digital and voice channels that drive context-aware, personalised conversations, contact facilities can deploy wealthy self-service experiences. Combining the perfect of interactive voice response (IVR) expertise from Nuance and Microsoft Copilot Studio’s no-code/low-code designer, contact facilities can present prospects with participating, 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 client 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 corresponding to case abstract, draft an e mail, steered response and the flexibility for Copilot to reply agent questions grounded in your trusted data sources.
- Operational effectivity: Contact heart 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 important KPIs and adapt shortly. With generative AI-based, real-time reporting, Dynamics 365 Contact Heart permits service leaders to optimize contact heart operations throughout all assist channels, together with their workforce.
Right here’s what prospects are saying:
- “At 1-800-Flowers.com, we pleasure 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 folks 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 identified 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 assist groups, environment friendly problem-solving and easy 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 assist groups will ship that stage of service every single day.”— Stephen Currie, Vice President Assist Operations, Synoptek
For those who’re attending Buyer Contact Week in Las Vegas, be a part of me for my principal stage panel on Thursday, June 6. Make sure you additionally cease by the Microsoft sales space (#151) through the occasion to see Dynamics 365 Contact Heart in motion.
Keep tuned for the final availability of Dynamics 365 Contact Heart on July 1.
