Microsoft NCE Dynamics 365 Contact Center
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Engage cutomers in any channel
Connect via voice, SMS, web, mobile, email, and social channels, while personalizing interactions using CRM data.
Enhance digital self-service
- Improve containment and reduce call volume with engaging, context-aware chatbots and virtual assistants powered by generative AI.
Elevate voice self-service
- Provide a modern conversational IVR that recognizes caller intent and complex instructions, powered by Nuance.
Connect with the right service representative
Improve resolution rates with intelligent, unified routing that assigns requests in any channel to the best-suited service representative.
Work smarter with Copilot
- Boost service representative productivity with suggested responses, conversation summaries, and a universal knowledge chat interface.
Get a 360-degree view of customers
- Empower service representatives with a holistic view of each customer, including sentiment analysis, interaction history, topics, and CRM case data.
Equip supervisors to assist
- Give supervisors visibility into ongoing sessions, performance metrics, and tools to provide support when needed.
Gain a unified view of operations
Visualize key support metrics and detect emerging trends with real-time dashboards, historical reporting, and Copilot analytics.
Optimize workforce management
- Review service representative skills, capacity, and allocation in near-real time. Connect with existing workforce management (WFM) solutions.
Unlock the power of your data
- Reduce data silos and work from a single source of truth for all interactions across the contact center with Microsoft Dataverse.
Connect Copilot to your data
- Connect Copilot to your existing data and business applications to unlock new levels of automation and intelligence.