OVERVIEW
Transform your contact center with Copilot
Reimagine the service experience and maximize efficiency across every engagement channel.
- Connect via voice, SMS, web, mobile, email, and social channels, while personalizing interactions using CRM data.
- Improve containment and reduce call volume with engaging, context-aware chatbots and virtual assistants powered by generative AI.
- Provide a modern conversational IVR that recognizes caller intent and complex instructions, powered by Nuance.
- Improve resolution rates with intelligent, unified routing that assigns requests in any channel to the best-suited service representative.
- Boost service representative productivity with suggested responses, conversation summaries, and a universal knowledge chat interface.
- Empower service representatives with a holistic view of each customer, including sentiment analysis, interaction history, topics, and CRM case data.
- Give supervisors visibility into ongoing sessions, performance metrics, and tools to provide support when needed.
- Visualize key support metrics and detect emerging trends with real-time dashboards, historical reporting, and Copilot analytics.
- Review service representative skills, capacity, and allocation in near-real time. Connect with existing workforce management (WFM) solutions.
- 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 existing data and business applications to unlock new levels of automation and intelligence.
KEY BENEFITS
The Microsoft difference
Comprehensive vision for service
Microsoft offers comprehensive, composable solutions for service including cloud contact center, CRM, and generative AI.
Infused with enterprise-grade generative AI
Our contact center integrates Copilot across the service journey, from self-service to service representative interactions, wrap-ups, and reporting.
Built for extensive scale and reliability
Dynamics 365 Contact Center was built from the ground up for scalability, reliability, and security on modern cloud infrastructure.
PRICING
Dynamics 365 Contact Center pricing
Dynamics 365 Contact Center
Transform customer engagement across digital and voice channels with an all-in-one solution.
USD$110.00
user/month
Price does not include GST.
Discount pricing available when purchased with Dynamics 365 Customer Service Enterprise licenses.
Transform customer engagement across digital and voice channels with an all-in-one solution.
Price does not include GST.
Discount pricing available when purchased with Dynamics 365 Customer Service Enterprise licenses.
The version of Microsoft 365 is not available in your country/region. Visit Microsoft Store to find out which versions of Microsoft 365 are available in your country/region.
Dynamics 365 Customer Service Premium
Transform customer engagement with an integrated contact center and CRM service solution—all powered by generative AI.
USD$195.00
user/month
Price does not include GST.
Transform customer engagement with an integrated contact center and CRM service solution—all powered by generative AI.
Price does not include GST.
The version of Microsoft 365 is not available in your country/region. Visit Microsoft Store to find out which versions of Microsoft 365 are available in your country/region.
CUSTOMER STORIES
Real customers, real results1
RESOURCES
Learn more about Contact Center as a Service
White paper
Generative AI at Microsoft
Discover learnings from the internal deployment of Copilot to Customer Support Services at Microsoft.
Blog
Copilot improves service representative experiences
Learn how Copilot capabilities help Microsoft service representatives deliver faster, smarter results.
Video
Introducing Microsoft Dynamics 365 Contact Center
Transform your service experience with the new Copilot-powered contact center from Microsoft.
Next steps
Take a guided tour
See how to support service representative productivity across channels with a closer look at Dynamics 365.
- [1]Dynamics 365 Contact Center is a new product that adapts the capabilities of the previous Voice and Digital Messaging channel add-ins for Dynamics 365 Customer Service and makes them available in a standalone product, enhanced with Microsoft Copilot and conversational IVR from Nuance, designed to work with existing CRMs as well as Dynamics 365 Customer Service.
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