{"id":9042,"date":"2024-06-07T07:37:45","date_gmt":"2024-06-07T12:37:45","guid":{"rendered":"https:\/\/johndeletre.blog\/2024\/06\/dynamics-365-contact-center\/"},"modified":"2025-12-17T21:32:27","modified_gmt":"2025-12-18T02:32:27","slug":"dynamics-365-contact-center","status":"publish","type":"post","link":"https:\/\/johndeletre.blog\/en\/2024\/06\/dynamics-365-contact-center\/","title":{"rendered":"Dynamics 365 Contact Center"},"content":{"rendered":"<div id=\"bsf_rt_marker\"><\/div>\t\t<div data-elementor-type=\"wp-post\" data-elementor-id=\"9042\" class=\"elementor elementor-9042 elementor-9011\" data-elementor-post-type=\"post\">\n\t\t\t\t<div class=\"elementor-element elementor-element-44f79cb e-flex e-con-boxed e-con e-parent\" data-id=\"44f79cb\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-1f3edf3 elementor-widget elementor-widget-text-editor\" data-id=\"1f3edf3\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>The world of customer service is about to undergo a revolution! Two days ago, Microsoft announced <strong>Microsoft Dynamics 365 Contact Center<\/strong>. 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.<\/p><p>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&#8217;s customer service team, where it has helped reduce average chat management time by 12% and peer-to-peer assistance needs by 13%.<\/p><p><strong>Dynamics 365 Contact Center<\/strong> unifies operations to improve efficiency and reduce costs. With a 31% increase in first call resolution and a 20% reduction in missed interactions, the benefits are clear. <\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-a97408b elementor-widget elementor-widget-video\" data-id=\"a97408b\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;video_type&quot;:&quot;hosted&quot;,&quot;controls&quot;:&quot;yes&quot;}\" data-widget_type=\"video.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"e-hosted-video elementor-wrapper elementor-open-inline\">\n\t\t\t\t\t<video class=\"elementor-video\" src=\"https:\/\/johndeletre.blog\/wp-content\/uploads\/2024\/06\/Introducing-Microsoft-Dynamics-365-Contact-Center.mp4\" controls=\"\" preload=\"metadata\" controlsList=\"nodownload\" poster=\"https:\/\/johndeletre.blog\/wp-content\/uploads\/2024\/06\/maxresdefault.webp\"><\/video>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-ec4050a elementor-widget elementor-widget-text-editor\" data-id=\"ec4050a\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<h4>Features<\/h4><p>Key capabilities of <strong>Dynamics 365 Contact Center<\/strong> include:<\/p><ul><li>Multi-channel communication<\/li><li>The intelligent assistance service<\/li><li>Integration with your existing customer relationship management (CRM) tool<\/li><li>Integration with your existing workforce management tool (WFM)<\/li><li>Intelligent routing<\/li><li>Real-time and historical agent analysis<\/li><li>Reports<\/li><li>Sentiment analysis<\/li><li>Translations<\/li><li>Transcriptions<\/li><li>Conversation summaries<\/li><li>Chronological highlights<\/li><li>&#8230; and so much more!<\/li><\/ul><p>All built natively on the Microsoft cloud for exceptional reliability and scalability.<\/p><h4>Availability<\/h4><p>Follow the news and stay tuned for the general availability of Dynamics 365 Contact Center on <strong>July 1<\/strong>.<\/p><h4>Demonstration<\/h4>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-9c3704c elementor-widget elementor-widget-video\" data-id=\"9c3704c\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;video_type&quot;:&quot;hosted&quot;,&quot;controls&quot;:&quot;yes&quot;}\" data-widget_type=\"video.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"e-hosted-video elementor-wrapper elementor-open-inline\">\n\t\t\t\t\t<video class=\"elementor-video\" src=\"https:\/\/johndeletre.blog\/wp-content\/uploads\/2024\/06\/Demo-D365CC.mp4\" controls=\"\" preload=\"metadata\" controlsList=\"nodownload\"><\/video>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-25109f4 elementor-widget elementor-widget-text-editor\" data-id=\"25109f4\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>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.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-c234b22 elementor-widget elementor-widget-text-editor\" data-id=\"c234b22\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<h4>Source<\/h4><ul><li><a href=\"https:\/\/blogs.microsoft.com\/blog\/2024\/06\/04\/announcing-dynamics-365-contact-center-a-copilot-first-cloud-contact-center-to-transform-service-experiences\/?wt.mc_id=MVP_315241\" target=\"_blank\" rel=\"noopener\">Microsoft | Blog | Dynamics 365 Contact Center Announcement<\/a><\/li><li><a href=\"https:\/\/youtu.be\/UeKSBD7i3RI\" target=\"_blank\" rel=\"noopener\">YouTube | Introductory video<\/a><\/li><\/ul>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>The world of customer service is about to undergo a revolution! Two days ago, Microsoft announced Microsoft Dynamics 365 Contact&hellip;<\/p>\n","protected":false},"author":1,"featured_media":9008,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_coblocks_attr":"","_coblocks_dimensions":"","_coblocks_responsive_height":"","_coblocks_accordion_ie_support":"","_jetpack_memberships_contains_paid_content":false,"footnotes":""},"categories":[62],"tags":[255],"class_list":["post-9042","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-microsoft-365-en","tag-dynamics-365-en"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.3 (Yoast SEO v27.3) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Dynamics 365 Contact Center &#062; JD. 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