Estimated reading time: 0 minutes, 41 seconds

DYNAMICS CONTACT CENTER INTROED Featured

 

 Microsoft is introducing Dynamics 365 Contact Center, which the company touts as a Copilot-first contact center.

Available on July 1, it is a standalone product that can connect to CRM systems and other applications. Contact Center spans the channels of communication and offers self-service, intelligent routing, agent-assisted service and operations.  Copilot, Microsoft’s generative AI system, provides context-aware, personalized conversations for digital and voice channel. The company says interactive voice response technology is provided by Nuance and Microsoft Copilot Studio, a no-code/low-code designer.  Microsoft says the system routes incoming requests to agents when needed, with Contact Center providing real-time conversation tools such sentiment analysis, translation, conversation summary and transcription. It automates tasks such as summarizing cases and drafting an email and provides suggested responses and the ability for Copilot to answer agent questions.

Read 1209 times
Rate this item
(0 votes)

Visit other PMG Sites:

PMG360 is committed to protecting the privacy of the personal data we collect from our subscribers/agents/customers/exhibitors and sponsors. On May 25th, the European's GDPR policy will be enforced. Nothing is changing about your current settings or how your information is processed, however, we have made a few changes. We have updated our Privacy Policy and Cookie Policy to make it easier for you to understand what information we collect, how and why we collect it.