Partner Alert: Announcing Microsoft Dynamics 365 Contact Center

Microsoft

Summary

On June 4 at the Customer Contact Week event, Microsoft announced the Microsoft Dynamics 365 Contact Center, which will become generally available (GA) on July 1, 2024. Dynamics 365 Contact Center is a Copilot-first contact center solution that delivers generative AI to every customer engagement and enables customers to keep their current CRM, whether Dynamics 365, Salesforce, or other custom CRMs. With this launch, Microsoft reaches the latest milestone in the journey toward modernizing customer service with generative AI throughout the contact center workflow—spanning the channels of communication, self-service, intelligent routing, agent-assisted service, and operations to help contact centers solve problems faster, empower agents, and reduce costs.  

 

Existing customers using the digital and voice channel add-ins with Dynamics 365 Customer Service will benefit from Dynamics 365 Contact Center and have a transition path to the new solution. Pricing and other information will be disclosed at GA.

 

Microsoft Dynamics 365 Contact Center  

Dynamics 365 Contact Center is a contact center as a service (CCaaS) offering, enabling customers to bring the best of generative AI and omnichannel support to their contact center. Key capabilities include:

  • Effortless self-service
    • Customers have the freedom to engage in their channel of choice across voice, SMS, chat, email, and social media apps.
    • Sophisticated pre-integrated copilots for digital channels drive context-aware, personalized conversations for rich self-service experiences.
    • Provide a frictionless conversational IVR experience in real time through natural, human-like interactions. 
  • Accelerated human-assisted service
    • Intelligent unified routing steers incoming requests that require a human touch to the agent best suited to help, enhancing service quality and minimizing wasted effort.
    • Agents gain a 360-degree view of customers and AI tools for real-time sentiment analysis, translation, transcription, and more to help streamline service.
    • Let Copilot automate repetitive agent tasks such as conversation summary, drafting emails, suggested responses, and knowledge search.
  • Operational efficiency
    • Generative AI based real-time reporting allows service leaders to optimize contact center operations across all support channels including their workforce.
    • Maximize Copilot by connecting it to an organization’s existing data and business applications using more than 1,200 pre-built connectors that eliminate the need for expensive IT integration.
    • Empower employee helpdesk and human resources functions using Microsoft Teams as a secure, integrated engagement channel.

 

Call to Action

Learn more about Dynamics 365 Contact Center and the value that it will provide to customers. Understand how this exciting news complements and reinforces Microsoft’s core strategy of landing Dynamics 365 Service solutions into every organization. In addition, the announcement is supported by promotion June 4-6 at Customer Contact Week (CCW) in Las Vegas, the largest contact center event in North America.

 

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3 Replies
Fantastic announcement, a Modern Workplace practise with strong third party CCaaS solutions, this now enables use our skills and cross to Business Applications as a product pillar to offer a native Microsoft CCaaS solution.
This is all very good but ...

Where is the pricing and licensing information for partners and why has this not been shared in conjunction with the announcement?
How can we talk to customers about this great opportunity without the conversation on TCO, which is a question every customer will ask?

Suggest poor readiness by Microsoft.
Microsoft Verified Best Answer

Hi @Nick_Beacroft 

 

Products that are not GA/generally available are not included in the D365 Licensing Guide.

I'm sure pricing & licensing will be provided in the near future, so stay tuned and make sure that you're reviewing partner announcements as well.

 

Microsoft stated that this product will be available in July 2024. Since it's June 2024, the company is providing readiness by announcing the upcoming product.

 

 

Thanks Nick!