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Dynamics 365 Contact Center

The world of customer service is about to undergo a revolution! Microsoft announced Microsoft Dynamics 365 Contact Center 2 days ago. This contact center as a service (CCaaS) solution is designed to integrate generative artificial intelligence (Copilot) into every customer engagement channel, promising an unprecedented user experience.

Generative artificial intelligence will transform customer service by enabling rich, autonomous experiences for customers, while providing agents with the relevant context needed to work effectively. This technology has already proved its effectiveness within Microsoft’s customer service team, where it has helped reduce average chat management time by 12% and peer-to-peer assistance needs by 13%.

Unification and efficiency Dynamics 365 Contact Center unifies operations to improve efficiency and reduce costs. With a 31% increase in first call resolution and a 20% reduction in missed calls, the benefits are clear.


Key capabilities of Dynamics 365 Contact Center include:

  • Multi-channel communication
  • The intelligent assistance service
  • Integration with your existing customer relationship management (CRM) tool
  • Integration with your existing workforce management tool (WFM)
  • Intelligent routing
  • Real-time and historical agent analysis
  • Reports
  • Sentiment analysis
  • Translations
  • Transcriptions
  • Conversation summaries
  • Chronological highlights
  • … and so much more!

All built natively on the Microsoft cloud for exceptional reliability and scalability.


Follow the news and stay tuned for the general availability of Dynamics 365 Contact Center on July 1.

This announcement marks a turning point for companies looking to modernize their customer service and deliver exceptional experiences to their customers. With Dynamics 365 Contact Center, Microsoft redefines what it means to listen to customers.

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