Dynamics 365 Contact Center key capabilities include:?
- 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 interactive voice response (IVR) experience in real time through natural, human-like interactions.?
- 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.?
- 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.?
