We are excited to announce that Microsoft Dynamics 365 Contact Center has achieved HITRUST risk-based, 2-year (r2) certification—one of the industry’s most rigorous benchmarks for healthcare data security in cloud-based solutions. 

This milestone comes at a time when AI is fundamentally changing how healthcare organizations operate and serve patients. AI is powering self-service interactions, guiding service representatives in real time, and autonomously handling end-to-end workflows. As these capabilities expand across the care journey, trust and data protection are becoming just as important as innovation.

Healthcare leaders are asking: How do we harness AI to improve patient experiences without compromising privacy? What safeguards are needed as both AI and human representatives engage in sensitive interactions across channels? How do we build future-ready systems that are both innovative and compliant?

A secure, HITRUST-certified platform helps provide the foundation to confidently address those questions.

HITRUST: Setting a new bar for secure, AI-led patient engagement

HITRUST, governed by healthcare industry representatives, developed and maintains the Common Security Framework (CSF). This certifiable framework builds on the Health Insurance Portability and Accountability Act (HIPAA) and the Health Information Technology for Economic and Clinical Health (HITECH) Act—United States healthcare laws that define requirements for the use, disclosure, and safeguarding of individually identifiable health information, and enforce penalties for non-compliance. HITRUST provides a standardized compliance framework, assessment, and certification process that cloud service providers and covered health entities can use to measure their compliance.

As AI becomes foundational to patient engagement, from summarizing service interactions and routing inquiries based on patient intent to helping agents triage across digital and voice channels, this level of assurance is critical. With HITRUST certification, Dynamics 365 Contact Center delivers the governance patients, providers, and regulators expect, while enabling innovation in the agentic AI era.

Helping healthcare organizations achieve more

Dynamics 365 Contact Center is an AI-first Contact Center as a Service (CCaaS) solution that unifies AI agents, channels, real-time analytics, and human service representative support in a secure, extensible, and composable platform. With HITRUST certification now in place, healthcare organizations can confidently apply AI in ways that drive real operational impact:

• Automate with assurance: Use AI voice and digital agents for scheduling, triage, and intake while protecting protected health information (PHI).
• Empower human service representatives securely: Give service reps compliant escalation paths, governed knowledge retrieval, and smooth handoffs.
• Streamline operational workflows: Use autonomous agents to automate back-end processes and help reduce manual effort.

This certification builds on our earlier HIPAA compliance announcement and adds to Dynamics 365 Contact Center’s broader set of assurances including FedRAMP, System and Organization Controls (SOC), Payment Card Industry Data Security Standard (PCI DSS), and multiple International Standards Organization (ISO) standards.

Built for what’s next

As healthcare organizations modernize their service operations, unify data across systems, and adopt agentic AI to improve business processes and patient experiences, Dynamics 365 Contact Center helps ensure that trust and compliance remain central to every interaction.

To learn more about our compliance journey and explore resources, visit the Dynamics 365 Contact Center compliance page. Additionally, explore the capabilities of Dynamics 365 Contact Center and sign up for a free trial.

Dynamics 365 Contact Center

Deliver intelligence, automation, and efficiency across channels.

Learn more

The post Raising the bar for healthcare security: Dynamics 365 Contact Center achieves HITRUST certification appeared first on Microsoft Dynamics 365 Blog.

Customer expectations continue to grow, with rising demand for seamless, connected, and personalized experiences across sales, marketing, and service. However, meeting these demands can be a complex and expensive undertaking, and legacy applications accessing siloed data cannot keep up. This is why we are seeing many organizations move from point solutions and fragmented application stacks. To further improve customer experiences and operational efficiency, organizations are also looking for ways to harness the transformative potential of generative AI.

The Forrester Wave™: Customer Relationship Management, Q1 2025

Microsoft has been recognized as a Leader

Read the report

​To help organizations accomplish these goals and deliver better business outcomes, Microsoft Dynamics 365 brings together a complete customer relationship management (CRM) platform driven by our latest advancements in generative AI. Today, we’re delighted to announce that Microsoft has been named a Leader in The Forrester Wave™: Customer Relationship Management, Q1 2025.

A unified platform for marketing, sales, and service

The industry and our customers recognize that we’re developing an integrated and autonomous CRM platform that reduces the complexity of meeting customer expectations and uses groundbreaking generative AI to transform sales and service experiences—for customers and employees alike.

​Dynamics 365 CRM applications (consisting of Microsoft Dynamics 365 Sales, Microsoft Dynamics 365 Customer Service, Microsoft Dynamics 365 Contact Center, and Microsoft Dynamics 365 Customer Insights) are underpinned by a common data layer in Microsoft Dataverse, which reduces the integration burden and serves as the foundation for Microsoft’s generative AI leadership. Data from across sales, marketing, and service engagements fuels Microsoft Copilot and AI agents, allowing them to deliver more personalized and effective self-service experiences and automate tasks to assist human reps.

Investing in next-generation AI with Copilot and agents

We’re helping organizations improve customer experience and support reps to be more productive by infusing generative AI in the places where it will have the greatest impact in sales, marketing, and service journeys.

Copilot is fully integrated into Dynamics 365, allowing marketers to target the right prospects, empowering sellers to close more deals, offering customers engaging self-service interactions, and supporting service reps to accelerate issue resolution.

As part of our continuing investment in helping our customers achieve more with AI, we’ve recently augmented Copilot with AI agents. Copilot acts as the interface for AI, working as a personal AI assistant, with agents functioning like apps, automating common tasks or autonomously completing entire business processes.

Microsoft has announced 10 agents across the Dynamics 365 portfolio of business applications, including agents for sales qualification, deep research in sales, intent determination, knowledge management, and case management. These agents are designed to streamline workflows, reduce manual effort, and enhance decision-making by providing intelligent insights and recommendations. It’s also fast and easy for organizations to build their own agents using the generative AI and low-code tools in Microsoft Copilot Studio. With these tools, businesses can create custom agents tailored to their specific needs, allowing them to automate unique processes and improve overall efficiency.

A secure CRM platform built on responsible AI principles

Importantly, the AI capabilities in Dynamics 365 are developed with a steadfast commitment to trustworthy AI, guided by our responsible AI principles of fairness, reliability and safety, privacy and security, inclusiveness, transparency, and accountability.

In addition, generative AI features in Dynamics 365 utilize Microsoft Azure OpenAI Service, which offers the highest levels of data privacy and security. By developing AI that is responsible and secure by design, we’re furthering our mission to help every person and organization on the planet achieve more.

First West Credit Union accelerates issue resolution

One of the organizations achieving more with Dynamics 365 is First West Credit Union. As one of Canada’s largest credit unions, it aims to forge authentic connections with its members, but this mission was hampered by a patchwork of legacy CRM platform deployments across different parts of the business.

With Dynamics 365, First West Credit Union now has a single platform to help it engage members more effectively while meeting federal regulatory requirements for complaints management. Because Dynamics 365 functionality mapped so closely to the needs of users and the business, First West Credit Union saw 100% adoption within seven weeks of launching the system. What’s more, member complaints are now being resolved well within the federally required timeline, with 87% resolved in 14 days or less, compared to 49% before the implementation.

“One of the key value points of the Dynamics 365 platform is that, need for need, the capabilities are there. We were able to map the functionality to the business needs very well, right out of the box. That really helped us fast-track this initiative.”

Darrell Jaggers, CIO and Chief Transformation Officer, First West Credit Union

Lexmark boosts sales and service efficiency and productivity

Another organization that emphasizes building strong customer relationships is Lexmark, a global leader in printing and imaging products, software, solutions, and services. However, a reliance on disparate legacy solutions meant tracking customer journeys was a complex and inefficient process.

By replacing Salesforce and Siebel solutions with Dynamics 365, Lexmark now has a unified CRM platform for delivering outstanding customer service and operational efficiency. By working more efficiently in Dynamics 365, Lexmark has increased order accuracy by 43% and boosted contact center productivity by 23%.

“We’ve been on the journey with Microsoft after moving from Salesforce to Dynamics 365 Sales. We’re excited to be one of the first customers to use Sales Qualification Agent and look forward to the ability to scale our sales team with agents and provide an exceptional experience to our customers.”

Kyle Farmer, Vice President, Global Sales and Strategy, Lexmark

Learn more about Dynamics 365 CRM platforms

We’re excited to be recognized as a Leader in The Forrester Wave™ and we will continue to invest in creating a state-of-the-art-CRM platform, allowing our customers to constantly enhance experiences for their own customers and empower their employees to achieve more. 

Learn more about: 

• Dynamics 365 
• Dynamics 365 Contact Center
• Dynamics 365 Sales
• Dynamics 365 Customer Service
• Dynamics 365 Customer Insights

Contact your Microsoft representative to learn more about what you could achieve with Dynamics 365.

Forrester does not endorse any company, product, brand, or service included in its research publications and does not advise any person to select the products or services of any company or brand based on the ratings included in such publications. Information is based on the best available resources. Opinions reflect judgment at the time and are subject to change. For more information, read about Forrester’s objectivity here.

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Delivering amazing customer experiences and rapid issue resolution across multiple engagement channels is immensely challenging. Without advanced AI and automation—across voice and digital channels—customer journeys meet friction and service reps struggle to work efficiently, leading to spiraling costs and dwindling customer loyalty. 

However, when customers and service reps are supported with AI-powered automation and contextual guidance, the experience is smoother for everyone, whether it’s in self-service or assisted service. 

2024 Gartner Magic Quadrant for CRM Customer Engagement Center 

Microsoft has been recognized as a Leader.

Read the report

As we enter this new era of AI-fueled customer service, we’re proud to announce that Microsoft has been named a Leader in the 2024 Gartner Magic Quadrant* for CRM Customer Engagement Center.

We believe this placement recognizes our comprehensive AI-powered omnichannel capabilities, our continued commitment to rapid AI innovation, and the successes our global customers are achieving with Microsoft Dynamics 365 Customer Service.  

Gartner defines CRM customer engagement center (CRM CEC) as a cohesive set of software built around core case management tools used to provide customer service and support by engaging with customers, while intelligently orchestrating the processes, data, systems, and resources of an organization. CRM CEC applications also offer workflow management capabilities and may be used as a system of record for customer interactions. 

AI fuels customer service excellence 

Customer service leaders understand that resolving customer issues is not the sole measure of success. Long-term customer loyalty depends on the ability to deliver fast, personalized experiences in every engagement channel. That’s why it’s so important that Customer Service provides comprehensive, AI-enhanced capabilities across omnichannel customer journeys and throughout service processes—on a global scale.  

By delivering intelligent self-service and giving service reps the tools and insights to boost productivity, fuel collaboration, and strengthen customer relationships, we help service organizations transform operations and increase customer satisfaction. What’s more, with Microsoft Copilot in Customer Service, organizations can now take their service capabilities to new heights. 

Since Microsoft introduced Copilot into the applications millions of people use every day, its generative AI capabilities have empowered people to achieve more—and that’s especially true in customer service. 

Copilot is one of the capabilities that sets Customer Service apart. It provides an AI assistant to help service reps onboard faster, accelerate resolutions for even the most complex cases, and free up time to build stronger customer relationships. 

Service reps worldwide now rely on Copilot to handle routine tasks—such as accessing knowledge, summarizing, and drafting personalized emails—releasing them to focus on delivering high-value engagements that build customer satisfaction and loyalty. 

Lenovo increases service rep productivity by 15% and reduces average handle time by 20% 

One organization that is seeing the benefits of Copilot in its customer service operations is the global technology company Lenovo. The company’s Premier Support services give customers access to thousands of advanced technicians to resolve issues and minimize downtime.  

To keep pace with growing demand, Lenovo needed automated, AI-based solutions that could streamline operations, automate repetitive tasks, and boost customer satisfaction. The company uses Customer Service and Microsoft Dynamics 365 Contact Center to enhance the support experience for customers and service reps. 

When a customer reaches out for support, they interact with Copilot in an AI chat assistant to explain their issue in natural language. Copilot then offers service reps suggestions for optimal solutions, based on millions of historical customer interactions, so reps spend less time finding information and can focus on resolving the issue. Copilot also completes post-call summarization, saving reps even more time. 

The results are a 15% improvement in service rep productivity, a 20% reduction in average handling time, and record-high customer satisfaction. 

“Our Premier Support service reps are seeing a boost to their productivity and seamless service delivery…average handling time has fallen by 20% and agent productivity is up 15%.” 

Chen Lu, Director, Services IT Delivery, Lenovo 

Apollo helps customers have smoother journeys 

It’s a similar story at Apollo, a major tour operator in the Nordic region, which is using Copilot to help enhance the customer experience for more than one million travelers a year.  

The company has built a chatbot in Microsoft Copilot Studio that it expects to respond to up to half of its customer inquiries, providing tailored answers in seconds in Swedish, Finnish, Norwegian, Danish, and Dutch. When cases need to be escalated to a human service rep, Copilot can assist by surfacing relevant information at the right time and completing routine administrative tasks such as call summarization. 

“It is always our goal to provide our customers with the journey of a lifetime. Thanks to [Microsoft] Dynamics 365, we can offer each customer personalized experiences with the details that matter most—and we can do it quickly, which is a win for our customers and our business.” 

Glenn Bisgaard, Sales Director, Apollo 

Copilot and Agents: The next evolution of AI-fueled customer service 

Building on the capabilities of Copilot, we’re now introducing AI agents in Copilot, as well as empowering organizations and individuals to create their own agents in Copilot Studio. These agents help transform operations by executing business processes, working alongside or on behalf of a person, team, or organization. 

Copilot agents range from simple information retrieval and summarization agents to fully autonomous agents capable of working independently, planning, and orchestrating other agents. 

Over the next few months, we’ll be releasing several autonomous agents specifically for enhancing customer service: 

• The Customer Intent Agent continuously discovers new intents from customer conversations and keeps self-service tools and service reps updated with new customer issues and how to resolve them. 
• The Customer Knowledge Management Agent uncovers insights from human-assisted case notes, transcripts, summaries, and more to update existing knowledge articles or draft new ones, keeping self-service tools evergreen and empowering service reps with up-to-date knowledge and guidance. 
• The Case Management Agent reduces reps’ administrative burden and shortens handle times by automating key tasks, including case creation, updates, wrap-up, summary, follow-up communications, and closure. 

We’re thrilled to be recognized as a Leader in the Gartner Magic Quadrant, and we’re equally excited about what the future holds as we continue to advance the capabilities of Customer Service. But most importantly, we look forward to seeing the results as we work alongside our pioneering customers to help them deliver even more efficient and effective customer service. 

Next steps 

Read the 2024 Gartner Magic Quadrant for CRM Customer Engagement Center report. 

Learn more about: 

• Customer Service 
• Microsoft 365 Copilot for Service 

¹Gartner, Magic Quadrant for CRM Customer Engagement Center, Pri Rathnayake, Drew Kraus, Wynn White, 11 December 2024.

*Gartner is a registered trademark and service mark and Magic Quadrant is a registered trademark of Gartner, Inc. and/or its affiliates in the U.S. and internationally and are used herein with permission. All rights reserved. Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner’s research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.   

**This graphic was published by Gartner, Inc. as part of a larger research document and should be evaluated in the context of the entire document. The Gartner document is available upon request from Microsoft.   

The post Microsoft is named a Leader in the 2024 Gartner® Magic Quadrant™ for CRM Customer Engagement Center  appeared first on Microsoft Dynamics 365 Blog.

As organizations globally grapple with the accelerated development and adoption of AI, business leaders are keen to use the potential of generative AI in transforming revenue-generating functions like sales. Investing in cutting-edge AI capabilities will set up sales teams to bolster customer experience, being able to understand the customer needs and delivering a highly personalized buying experience at a much faster pace.  

Microsoft Dynamics 365 Sales

Increase seller efficiency.

Learn more

Today, many sales teams are bogged down with legacy customer relationship management (CRM) systems designed decades ago, manually entering data and dealing with interfaces built for a slower pace, all of which leaves little time for what truly matters: connecting with customers. Sales leaders are now looking for AI-powered technology that helps them build a stronger pipeline, convert opportunities quicker, and build strong relationships with customers. By using technology that reduces the amount of time spent on manual tasks, sellers gain valuable hours each day to work on opportunities that are already in motion. In fact, Gartner predicts that by 2026, B2B sales organizations using generative-AI-embedded sales technologies will reduce the amount of time spent on prospecting and customer-meeting prep by more than 50%.¹ 

With this context, today, we’re excited to share that Microsoft has been recognized as a Leader in the 2024 Gartner Magic Quadrant for Sales Force Automation for the fourteenth consecutive year.

Figure 1: Gartner Magic Quadrant for Sales Force Automation Platforms** (25 August 2024)  

How Microsoft is making selling easier 

Close more deals and spend less time on tasks 

Microsoft Dynamics 365 Sales enables sellers to close more deals and increase personal productivity with a feature-rich CRM system that includes next-generation AI features out-of-box. Sellers can confidently develop and prioritize their pipeline with lead and opportunity qualification. Sales helps sellers deliver high-quality engagements with prospective customers by helping them prepare with relationship insights, next-step recommendations, and suggestions for improving their interactions. Sales managers can build high-performance sales teams with the ability to identify sellers who need coaching, monitor business health with intelligent forecasting, and scale best practices with automated sales sequences. 

Microsoft Copilot in Dynamics 365 Sales works as a companion for sales representatives by providing generative AI-powered features designed to reduce manual and time-consuming work for sellers. For instance, sellers can quickly get up to speed with accounts, opportunities, contacts, and leads with record summarization and recent changes in the prospective customer organizations. They can also get news updates on accounts along with answers and content recommendations for that account using access to sales documents in SharePoint. Sellers can get help summarizing long email threads and responding to threads with Copilot drafting emails with infused CRM context. Right before taking meetings with customers, sellers can ask Copilot for meeting preparation assistance as well. 

Access sales insights everywhere, no matter where you choose to work 

At Microsoft, we know first-hand that sellers often spend their time outside of their CRM in productivity apps like Outlook and Microsoft Teams. That’s why Microsoft 365 Copilot for Sales seamlessly brings CRM insights right into the seller’s flow of work. Copilot for Sales brings together Microsoft 365 Copilot with a role-based agent that connects with your CRM platform to bring sales insights and generative AI into the flow of work. Sellers can simplify their daily tasks by using Copilot to draft e-mails, set up meetings, or summarize previous meetings and e-mail threads. They can save time with Copilot by generating pitch decks, meeting preparation briefs, and data visualizations in PowerPoint, Word, and Excel. When it’s time for a sales call, sellers can use Copilot to get insights right within Teams, with AI-generated sales tips, related information, and answers to customer’s questions. After the call, Copilot provides a rich meeting recap that allows the seller to stay focused on next steps.  

Integration with an expanded ecosystem 

Organizations can unlock the full potential of the Microsoft Cloud to empower their sales teams with seamless integration at every step. The Sales integration with Teams fosters open communication and collaboration across marketing, sales, and service departments. With automatic data synchronization between Microsoft 365 apps and Sales or other CRM platforms, sellers can access customer and opportunity information directly within Teams and Outlook. Additionally, sales operation leads and managers can utilize Microsoft Power BI to analyze trends and generate reports. Microsoft Power Platform further enables sellers to automate workflows, develop apps, and analyze data, enhancing agility and driving innovation. 

Our customers’ success 

First West Credit Union is headquartered in Langley, British Columbia, and operates through four locally-known brands to serve members across the province. After a comprehensive request for proposal (RFP) process involving multiple vendors, First West decided to replace its earlier CRM solutions with Sales. The implementation was completed in record time.

“In my experience, these are typically 24-month journeys. The initial deployment of our Sales system was completed in just 11 months. This expedited rollout enabled us to seamlessly transition from and decommission our outdated legacy CRM systems, marking a significant achievement in our digital transformation journey.”

Darrell Jaggers, CIO & Chief Transformation Officer, First West Credit Union

The sales advisors at First West Credit Union are already realizing value. The manual reporting process used to take 20 minutes, but member discovery now takes only a few minutes with Sales, driving productivity gains of more than 75%. Within the first month of launching Sales, First West’s advisors had completed more than 2,600 member discoveries, marking a 54% surge in adoption compared to the previous approach. 

Alkemy, a specialty chemical systems company, transformed its sales operations by adopting Sales in 2019. Partnering with Intelibis, they automated customer segmentation, digitized sales processes, and integrated with Power Automate and SharePoint. This shift reduced their operational burden by 90%, generated over 2,900 reports, and significantly improved customer service. Alkemy now aims to become fully digital, using predictive controls to expand in the marketplace. 

As organizations continue to adopt AI at an unprecedented pace, at Microsoft we are focused on delivering the most cutting-edge experiences built on trust and security in leading products like Sales.

Learn more about Dynamics 365 and sales 

• Read the 2024 Gartner Magic Quadrant for Sales Force Automation Platforms report 
• Microsoft Dynamics 365  
• Dynamics 365 Sales  
• Microsoft 365 Copilot for Sales 

Contact your Microsoft representative to learn more about the value and return on investments, as well as the best way you can get started with Sales and Copilot for Sales. 

Sources:

1. Gartner, Magic Quadrant for Sales Force Automation Platforms, Adnan Zijadic, Guy Wood, Varun Agarwal, Steve Rietberg, 24 August 2024.  

*Gartner is a registered trademark and service mark and Magic Quadrant is a registered trademark of Gartner, Inc. and/or its affiliates in the U.S. and internationally and are used herein with permission. All rights reserved. Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner’s research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.  

**This graphic was published by Gartner, Inc. as part of a larger research document and should be evaluated in the context of the entire document. The Gartner document is available upon request from Microsoft.  

The post Microsoft named a Leader in the 2024 Gartner® Magic Quadrant™ for Sales Force Automation Platforms   appeared first on Microsoft Dynamics 365 Blog.

In an ever-evolving business landscape, the pressure to create meaningful, real-time connections with customers has never been greater. At Microsoft, we understand this challenge, which is why we’re incredibly proud to announce that Microsoft has been recognized as a Leader in the 2024 Gartner Magic Quadrant™ for B2B Marketing Automation Platforms for Microsoft Dynamics 365 Customer Insights.*

We feel this recognition, for the third consecutive year, highlights the strides we’ve made in enabling marketers to harness the power of data, AI, and automation to drive personalized customer experiences. Last year, we took the bold step of connecting customer data and journeys directly within one product—Customer Insights—to strengthen the connection between data and engagement. This move has allowed us to focus even more on breaking down silos, empowering teams, and delivering a unified understanding of customers across departments.

Dynamics 365 Customer Insights

Create engaging experiences.

Learn more

Innovation fueled by AI 

In 2023, we introduced Microsoft Copilot as part of our commitment to evolving the way marketers and data analysts interact with customer insights. By using generative AI, marketers can now automate time-consuming tasks, such as drafting emails, designing forms, and segmenting customers. In the past year alone, we’ve expanded these capabilities with over 15 new Copilot features, including the ability to: 

• Use Copilot to draft, revise, and optimize marketing content. 
• Automatically align communications with brand guidelines. 
• Build customer segments with conversational AI. 
• Summarize lead interactions and even predict customer behavior patterns. 

By incorporating Copilot into Customer Insights, we’re not just enhancing efficiency—we’re enabling creativity and strategic thinking that can transform a company’s marketing efforts. 

Breaking down data silos for better customer experiences 

One of the key advantages Gartner identified is our ability to unify customer data across marketing, sales, and service functions. Too often, customer experiences are fragmented as information remains stuck in departmental silos. With Customer Insights, companies can create seamless journeys by ensuring data flows smoothly between touchpoints, providing a cohesive customer experience from start to finish. 

This unified approach has been crucial in helping our customers, including Kodak Alaris, Lynk & Co, and Team Rubicon, revolutionize how they engage with their customers. For example: 

• Kodak Alaris has saved more than 60% in costs while gaining visibility into customer journeys with Customer Insights. 
• Lynk & Co uses the platform to capture and utilize customer data to create personalized, seamless car sharing experiences. 
• Team Rubicon enhances its volunteer and donor engagement efforts using Customer Insights, helping to build and maintain lasting relationships that fuel their critical disaster work. 

Global support with local expertise 

Our vision of making personalization accessible to organizations worldwide remains a cornerstone of our strategy. We provide support in more than 40 languages and maintain a direct sales presence across the Americas, Europe, the Middle East, Africa, and Asia-Pacific. This, combined with a robust network of more than 350 partners and 7,000 resellers, allows us to deliver powerful solutions globally while tailoring them to local market needs. 

The road ahead

As we reflect on this recognition from Gartner, we remain focused on continuing to innovate and support our customers. Whether it’s through the expanding capabilities of Copilot, deeper data integration, or our commitment to breaking down barriers between departments, Customer Insights is positioned to help businesses create more meaningful, personalized, and scalable customer engagements. 

To learn more about how you can use Customer Insights, or for a deeper dive into the 2024 Gartner Magic Quadrant for B2B Marketing Automation Platforms, contact your Microsoft representative. 

Learn more about: 

• Microsoft Dynamics 365 

• Dynamics 365 Customer Insights 

Sources

Figure 1: Gartner, Magic Quadrant for B2B Marketing Automation Platforms, Rick LaFond, Jeff Cohen, Alan Antin, Upasna Chandna, Nicholas Mortensen, 23 September 2024.  

*Gartner does not endorse any vendor, product or service depicted in its research publications and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner’s Research & Advisory organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose 

**This graphic was published by Gartner, Inc. as part of a larger research document and should be evaluated in the context of the entire document. The Gartner document is available upon request from Microsoft.  

GARTNER is a registered trademark and service mark of Gartner, Inc. and/or its affiliates in the U.S. and internationally, Magic Quadrant is a registered trademark of Gartner, Inc. and/or its affiliates and is used herein with permission. All rights reserved. 

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On June 4, 2024, we introduced the latest milestone in our journey towards modernizing customer engagement: Microsoft Dynamics 365 Contact Center, a Microsoft Copilot-first contact center solution that delivers generative AI to every customer engagement channel. This standalone Contact Center as a Service (CCaaS) solution enables customers to maximize their current investments by connecting to preferred customer relationship management systems (CRMs) or custom apps.  

Dynamics 365 Contact Center

A complete solution for contact centers

Learn more

Today, we are excited to announce that Dynamics 365 Contact Center is generally available, offering a complete but fully-composable solution for contact centers. Organizations will benefit from new native capabilities such as generative AI, technology from Nuance, and much more all built from the ground-up to power mission-critical service operations with extensive scale and reliability on the hyperscale cloud platform of Azure.    

Key benefits of Dynamics 365 Contact Center

Dynamics 365 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 interactive voice response (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. 

Dynamics 365 Contact Center customer stories

We’re thrilled to see the initial impact that our early adopter customers and partners are having with Dynamics 365 Contact Center:  

“With Lenovo’s Premier Support Plus and Dynamics 365 Contact Center, we’ve established a transformational partnership that strives for customer satisfaction, alongside operational excellence”

Lishuang Xu, Executive Director, Customer Engagement Center, Lenovo.  

“Sales and marketing thrive on smooth customer interactions. With Dynamics 365 Contact Center, early adoption means we’re ahead, modernizing our approach with AI for increasing effectiveness and improving customer satisfaction”

Ian Au-Yeung, Chief Revenue Officer, Synoptek 

“With Dynamics 365 Contact Center powered by Copilot, we see tremendous potential for significant enhancement in contact center staff productivity, ensuring quicker and precise responses that elevate our customer service and affirm our leadership in the insurance industry.”

Ritu Thakur, Head of Group Operations, AIA Group   

Take the next step 

Available now for $110 per user/month, Dynamics 365 Contact Center includes digital and voice channels as well as individual channel options for purchase.¹   

Additionally, we are introducing Microsoft Dynamics 365 Customer Service Premium—a new offer combining Dynamics 365 Customer Service Enterprise with Dynamics 365 Contact Center for customers seeking to consolidate on an integrated, generative AI-powered contact center and CRM service solution that delivers personalized customer journeys. Dynamics 365 Customer Service Premium is available now for $195 per user/month.² Customers with existing Dynamics 365 Customer Service Enterprise licenses adopting Dynamics 365 Contact Center will have the ability to move to Dynamics 365 Customer Service Premium. 

Learn more about Dynamics 365 Contact Center. 

^1,2 Pricing is accurate as of June 2024. For additional pricing information, see here.

The post Microsoft Dynamics 365 Contact Center is now generally available  appeared first on Microsoft Dynamics 365 Blog.

Today we are thrilled to announce the latest milestone in our journey towards modernizing customer service: Microsoft Dynamics 365 Contact Center, a Copilot-first contact center solution that delivers generative AI to every customer engagement channel. With general availability on July 1, this standalone Contact Center as a Service (CCaaS) solution enables customers to maximize their current investments by connecting to preferred customer relationship management systems (CRMs) or custom apps.

Modernizing service experiences with generative AI

Customer service expectations are higher than ever. It’s not only frustrating for customers to deal with long wait times, being transferred to the wrong agent or having to repeat themselves multiple times — it’s detrimental to business. When people have poor customer service experiences, over half of them end up spending less or decide to take their business elsewhere (Qualtrics).

Generative AI is transforming customer service and revolutionizing the way contact centers operate — from delivering rich experiences across digital and voice channels that enable customers to resolve their own needs, to equipping agents with relevant context within the flow of work, and ultimately unifying operations to drive efficiency and reduce costs.

We have experienced the transformational impact of generative AI firsthand with Microsoft’s Customer Service and Support (CSS) team, one of the largest customer service organizations in the world. Before the support team migrated to Microsoft’s own tools, CSS was previously using 16 different systems and over 500 individual tools — slowing down service, hindering collaboration and producing inefficient workflows. With Copilot as part of the solution, the CSS team achieved a 12 percent decrease in average handle time for chat engagements and 13 percent decrease in agents requiring peer assistance to resolve an incident. And more broadly, CSS has seen a 31 percent increase in first call resolution and a 20 percent reduction in missed routes.

Dynamics 365 Contact Center

Applying learnings and insights from our own Copilot usage, coupled with multi-year investments in voice and digital channels, Dynamics 365 Contact Center infuses 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.

Additionally, Dynamics 365 Contact Center is built natively on the Microsoft cloud to deliver extensive scalability and reliability across voice, digital channels and routing while at the same time allowing organizations to retain their existing investments in CRM or custom apps.

Key Dynamics 365 Contact Center capabilities include:

• Next-generation self-service: With sophisticated pre-integrated Copilots for digital and voice channels that drive context-aware, personalized conversations, contact centers can deploy rich self-service experiences. Combining the best of interactive voice response (IVR) technology from Nuance and Microsoft Copilot Studio’s no-code/low-code designer, contact centers can provide customers with engaging, individualized experiences powered by generative AI.
• Accelerated human-assisted service: Across every channel, intelligent unified routing steers incoming requests that require a human touch to the agent best suited to help, enhancing service quality and efficiency. When a customer reaches an agent, Dynamics 365 Contact Center gives the agent a 360-degree view of the customer with generative AI — for example, real-time conversation tools like sentiment analysis, translation, conversation summary, transcription and more are included to help improve service, along with others that automate repetitive tasks for agents such as case summary, draft an email, suggested response and the ability for Copilot to answer agent questions grounded on your trusted knowledge sources.
• Operational efficiency: Contact center efficiency depends just as much on what happens behind the scenes as it does on customer and agent experiences. We’ve built a solution that helps service teams detect issues early, improve critical KPIs and adapt quickly. With generative AI-based, real-time reporting, Dynamics 365 Contact Center allows service leaders to optimize contact center operations across all support channels, including their workforce.

Here’s what customers are saying:

• “At 1-800-Flowers.com, we pride ourselves on exceptional service and continually raising the bar. With Microsoft Dynamics 365 Contact Center, we’re creating a best-in-class solution that furthers our mission and helps inspire people to give more, connect more, and build more and better relationships.” — Arnie Leap, CIO, 1-800-FLOWERS.COM, Inc.
• “MSC has always been known for the personal service that we give to our customers; Microsoft Dynamics 365 Contact Center helps us elevate that customer-centric approach.”— Fabio Catassi, CIO, Mediterranean Shipping Company
• “For our support teams, efficient problem-solving and smooth customer interactions are key to delivering exceptional service. With Dynamics 365 Contact Center and by leveraging its AI capabilities, we see a future where our support teams will deliver that level of service every day.”— Stephen Currie, Vice President Support Operations, Synoptek

If you’re attending Customer Contact Week in Las Vegas, join me for my main stage panel on Thursday, June 6. Be sure to also stop by the Microsoft booth (#151) during the event to see Dynamics 365 Contact Center in action.

Stay tuned for the general availability of Dynamics 365 Contact Center on July 1.

The post Announcing Dynamics 365 Contact Center – a Copilot-first cloud contact center to transform service experiences appeared first on Microsoft Dynamics 365 Blog.

We’re excited to announce the general availability of new and enhanced experiences in Microsoft Dynamics 365 Customer Service as part of our 2024 release wave 1 cadence. This release focuses on extending Microsoft Copilot capabilities by infusing generative AI into customer, agent, and supervisor experiences. We’re also enhancing voice, messaging, and email channels to provide a unified, omnichannel experience.

Dynamics 365 Customer Service helps organizations improve every aspect of contact center operations. We’re continuing to invest in generative AI to help contact centers create seamless self-service options for common questions. Plus, it helps every agent become a super-agent when it comes to more complex, high-touch issues.

Copilot and AI innovation in Customer Service

Since we announced Copilot capabilities a year ago, organizations have been realizing the benefits of generative AI in the contact center. Copilot answers agents’ questions, drafts email, provides case and conversation summaries, and automates time-consuming tasks. We’ve enhanced the email drafting capability further by including a contextual inline email editor, making it even easier for agents to deliver personalized service.

Also in this release, we’re enabling agents to generate AI-powered timeline highlights to get an overview of key activities like emails, notes, appointments, tasks, phone calls, and conversations. This minimizes the amount of clicking and scrolling an agent must do to get caught up on case and customer details.

Organizations can extend Copilot capabilities with prompt plug-ins in public preview this month. With plug-ins, agents can generate a summary of their customers, products, cases, or any other entities in Microsoft Dataverse without having to switch tabs or log in to a separate app.

Generative AI in external apps with Microsoft Copilot for Service

In February, we introduced Microsoft Copilot for Service, which enables organizations to use Copilot capabilities with their existing customer relationship management (CRM) solutions such as Salesforce, and other productivity apps like Microsoft Teams and Outlook. It helps organizations by making their knowledge more accessible. This speeds up training and problem-solving, making work easier for agents.

In Teams, agents can save time by accessing a customer’s CRM records during a meeting. Agents can update the case and contact details, and link to open CRM records from Teams.

In Outlook, Copilot for Service can draft personalized, contextual customer service emails based on predefined intents, or agents can provide their own custom intents. Copilot can also help agents catch up on email quickly by generating summaries of long email conversations and display summaries of all the activities and information of a case. They can then save the summary to the CRM system and access it later.

Preparing for meetings is easier for agents because Copilot for Service provides the case summary associated with the meeting, along with access to view and edit CRM records. Furthermore, Copilot for Service can recommend CRM updates to agents based on information it finds in Outlook, such as contacts, emails, meetings, and summaries.

Voice channel enhancements in Customer Service

The omnichannel capabilities in Dynamics 365 Customer Service help organizations provide support to customers across multiple channels, including email, voice, text message, chat, and social media. This release brings several voice channel enhancements and certifications.

With enhancements to outbound dialing, agents can easily search for a customer in the outbound dialer and open the customer record right from the call history. They can now test the microphone and speakers before and during calls. Agents can also rate the call quality using a five-star rating system with the ability to describe issues with lower quality calls. We’re also enhancing customer trust, compliance, and security with sensitive data masking in data storage, during interactive voice response (IVR) sessions, and agent sessions.

IVR enhancements to the Dynamics 365 Customer Service Omnichannel add-on help customers self-serve before they must speak with an agent. In addition to improved speech recognition accuracy, these new voice features enable organizations to set prompts on silence, control timeouts, enable barge-in at any step, and suppress noise. The result is a smooth, contextual experience for customers.

Customers in Microsoft 365 Government Community Cloud (GCC) Moderate can now access features from the voice channel. In addition, we’re submitting Federal Risk and Authorization Management Program (FedRAMP) certifications for the components of the omnichannel stack in Dynamics 365 Customer Service. This high-level certification for government clouds will ensure the security of newly integrated features.

Workforce management

Intelligent forecasting with Dynamics 365 Customer Service introduces an AI-powered forecasting feature designed to predict service volumes and agent demands effectively. By analyzing historical data and trends, this intelligent model provides accurate predictions for up to six months into the future. Organizations can use this capability to optimize resource allocation, streamline operations, and improve customer satisfaction, thanks to daily and intraday forecasts for cases and conversations.

Forecasting is tailored to the unique needs of front-office and back-office operations. It distinguishes between direct customer interactions (conversations) and internal processing (cases), offering flexibility in forecasting for different service channels. This allows organizations to plan resources efficiently, ensuring optimal service levels and agent availability for both immediate and future service demands.

Operational metrics such as service level, shrinkage, and concurrency are considered in forecasting agent demand, aligning capacity with operational constraints. The model’s auto-detection of seasonality and holidays further refines accuracy, enabling businesses to adapt to service demand variations. User-friendly charts and the ability to slice forecast data by channels and queues provide valuable insights, while the export functionality enhances usability and integration with other tools.

Email enhancements

An intuitive agent experience is key to connecting with customers. Dynamics 365 Customer Service offers a robust agent desktop with generative AI, collaboration tools, and productivity features in a customizable workspace.

Agents now have a more efficient way to search for customers. They can use any part of the customer’s name to quickly find the right recipient. Email addresses are displayed alongside recipient names, making it easier for agents to identify and select the correct contact. Additionally, agents can see if recipients have set an out-of-office status, so they can adjust their communication accordingly.

The enhanced email attachment experience allows agents to quickly drag and drop attachments in emails. It also includes a reminder system that prompts agents if they mention an attachment in the email but forget to include it. These capabilities help agents save time and increase productivity when handling email communications.

To benefit the support organization, we’re also introducing the ability to create multiple cases from emails. The feature allows for automatic case creation for all mailboxes that receive an email, ensuring full visibility into customer issues. It enables teams to respond independently to customer issues, without case transfers, leading to quicker first responses and improved handling times. By avoiding case transfer delays, teams can more quickly meet service level agreements.

Next-generation AI that’s ready for enterprises

Microsoft Azure OpenAI Service offers a range of privacy features, including data encryption and secure storage. It also allows users to control access to their data and provides detailed auditing and monitoring capabilities. Microsoft Dynamics 365 is built on Azure OpenAI, so enterprises can rest assured that it offers the same level of data privacy and protection.

AI solutions built responsibly

We are committed to creating responsible AI by design. Our work is guided by a core set of principles: fairness, reliability and safety, privacy and security, inclusiveness, transparency, and accountability. We’re putting those principles into practice across the company to develop and deploy AI that will have a positive impact on society.

Dynamics 365 Customer Service

Empower agents to resolve issues quickly using generative AI and automation.

Try it for free

Learn more and try Dynamics 365 Customer Service

Learn more about how to elevate your service with AI and enable Copilot features for your support agents.

The post AI-powered innovations enhance customer service with 2024 release wave 1 appeared first on Microsoft Dynamics 365 Blog.

Most organizations find it’s no longer good enough to just measure successful service engagements solely on whether a customer issue is resolved. Instead, they aim to deliver personalized, fast service experiences at every touchpoint through all engagement channels. The best way to do this is by building long-term customer loyalty and transforming operations with modern, AI-enhanced capabilities across all service processes and interactions. That’s why we are continuously enhancing Microsoft Dynamics 365 Customer Service to empower our customers and help them differentiate their service organizations. Today, we’re happy to announce that Microsoft has been named a Leader in The Forrester Wave^TM: Customer Service Solutions, Q1 2024 attaining top scores possible in the business intelligence, process management, and collaboration criteria.

Investing in AI and a unified platform for modernizing customer service 

More and more, service agents feel increased pressure to provide smart, fast, and customized answers when presented with customer issues. But finding information and experts to quickly resolve an issue can present its own challenges. According to the Microsoft Work Trend Index, 62% of people spend too much time scouring for information during their workday. For service organizations, agents who must scramble to find information can mean both slower time to resolution for individual cases and a lower number of cases addressed per day overall. The agent experience is the heart of Dynamics 365 Customer Service. The key to improving satisfaction in service delivery is enabling agents to take customer requests from any channel, handle multiple sessions at a time, interact with multiple apps without losing context, and enhance their workflow with productivity tools. Our answer is to provide a solution that helps service organizations harness the power of data, AI, automation, and collaboration to help agents focus on resolving customer issues quickly. Dynamics 365 Customer Service helps service organizations unlock trusted knowledge to accelerate onboarding and case resolution, improve efficiency, and automate tasks for agents in their flow of work.  

More recently, we’ve brought Microsoft Copilot into Dynamics 365 Customer Service. Copilot provides real-time, AI-powered assistance to help customer support agents solve issues faster by relieving them from mundane tasks—such as searching and note-taking—and freeing their time for more high-value interactions with customers. Without costly development time, organizations can simply point to their data and, in a few minutes, unlock generative AI-powered conversations across their knowledge bases and other sources. Agents can use Copilot to respond to incoming email, factoring in other relevant customer data to produce a personalized, accurate, and editable reply. Contact center managers can also use Copilot analytics to view usage and better understand how next-generation AI impacts the business. In addition, service agents are empowered with additional AI experiences and automation to help fuel collaboration and productivity for delivering world-class customer service at scale. We recently completed a study that evaluated the impact of Copilot in Dynamics 365 Customer Service on agent productivity for our own Microsoft Support agents providing customer care across the commercial business. They found that agents can quickly look up answers to high-volume requests and avoid lengthy investigations of previously documented procedures. One of our lines of business with these characteristics has realized a 22% reduction in time to close cases using Copilot.  

At Microsoft, we strive to enable our customers to empower their customers to engage on their terms, at their optimal times, and on their channels of choice. We believe we have earned our position as a Leader by developing a customer service solution that enables agents to focus on delivering more cutting-edge service experiences by harnessing available data and using the power of generative AI to deliver consistent, personalized customer experiences; maximize their productivity; and optimize service operations. And with our comprehensive service platform that includes automation, knowledge management, collaboration, and more, service organizations can streamline case management, enable more personalized service, and get a clear, 360-degree view into how their service organization is performing. As Forrester points out in its report, “Microsoft’s vision is broader than just customer service, and it’s firmly grounded in three principles: Engagement must be personalized via AI; customer service must be highly collaborative; and outcomes must drive improvements. Microsoft Dynamics 365 Customer Service actualizes this vision.” 

Building on next-generation AI that’s enterprise ready 

Microsoft Dynamics 365 is built on Microsoft Azure OpenAI Service, so our customers can rest assured that it offers data privacy and protection. Azure OpenAI Service offers a range of privacy features, including data encryption and secure storage, enabling organizations to control access to their data, and provides detailed auditing and monitoring capabilities.  

Creating responsible AI solutions 

Most importantly, we are committed to creating responsible AI by design. Our work is guided by a core set of principles: fairness, reliability and safety, privacy and security, inclusiveness, transparency, and accountability. We are putting those principles into practice across the company to develop and deploy AI that will have a positive impact on society. 

The Forrester Wave™

Microsoft is a Leader in the The Forrester Wave™: Customer Service Solutions, Q1 2024.

Read the report

Learn more about customer service 

We’re excited to be recognized as a Leader in the Forrester Wave and are committed to providing innovative customer service platform capabilities to help our customers continuously improve their own customer service offerings. 

Learn more about: 

• Dynamics 365 
• Dynamics 365 Customer Service 
• Microsoft Copilot for Service 

Contact your Microsoft representative to learn more about the value and return on investment, and consider trying Dynamics 365 Customer Service for free by visiting. 

The post Microsoft is a Leader in The Forrester Wave™: Customer Service Solutions, Q1 2024  appeared first on Microsoft Dynamics 365 Blog.

Over the past six months we’ve outlined our vision for the evolution of Microsoft’s portfolio targeting customer service and related markets, beginning with the introduction of Copilot for Microsoft Dynamics 365 as the world’s first Copilot for both CRM and ERP, and more recently reaching the general availability of Copilot in Dynamics 365 Customer Service. In this blog, we will discuss the opportunity for organizations to delight their customers with generative AI-powered service experiences and explain some of the new innovations we’re announcing to make it a reality. 

Generative AI is transforming customer service 

Customers expect fast, personalized service at every touchpoint. Effective customer service strategies not only delight customers, but also build long-term loyalty, create efficiencies and ultimately grow the business. The stakes are high, yet access to relevant data and the right technology tools continues to be the greatest barrier for agents seeking to resolve customer issues. 

Generative AI is transforming customer service by boosting agent productivity and unlocking organizational efficiency. For example, Microsoft’s Customer Service and Support (CSS) team—one of the largest customer service organizations in the world—has been using Copilot capabilities in Microsoft Dynamics 365 Customer Service for the past six months. We recently shared findings demonstrating how generative AI has impacted the way our CSS agents work to resolve support cases, as well as their efficiency in customer engagements and overall productivity in areas like reducing average case handling time by 12 percent, increasing the ability for agents to independently resolve cases (13 percent of cases in one support business), and more. 

Introducing Microsoft Copilot for Service 

Today we’re taking the next step in our journey to help organizations deliver compelling service experiences by modernizing their existing contact centers with generative AI—introducing Microsoft Copilot for Service. Copilot for Service synthesizes vast amounts of data already available from an organization’s trusted knowledge sources to provide relevant, timely guidance to agents in their flow of work. Copilot for Service provides flexibility for organizations to quickly begin realizing the benefits of generative AI by extending their existing investments in CRM and contact center solutions—including Dynamics 365, Salesforce, ServiceNow and more.   

Connect to existing contact center and CRM solutions  

Without costly development time or rip and replace efforts, organizations can simply point to their data—such as public websites, SharePoint, knowledgebase articles, and offline files—and in a few minutes unlock generative AI-powered conversations across all of their data. Copilot for Service reduces time to production with out-of-the-box integrations for Dynamics 365, Salesforce, ServiceNow, and Zendesk. 

Assist agents in the flow of work 

Copilot for Service accelerates agent onboarding and case resolution, improves efficiency, and automates tasks to help free agents to focus on customers. Embedded in their desktop of choice or deployed in Teams, agents can simply ask the generative AI-powered Copilot questions in natural language to receive relevant answers that leverage existing contact center knowledge to enhance agent productivity and customer satisfaction.  

Since Copilot for Microsoft 365 is included in Copilot for Service, organizations will also benefit more broadly from productivity enhancements in the tools agents already use every day, such as Outlook and Teams. For example, Copilot can quickly bring agents up to speed on email threads within Outlook by providing summaries, as well as accelerate responses to customers by providing draft emails. In Teams, agents can stay on top of meetings with customers or subject matter experts by viewing AI-powered meeting recaps with summaries of key discussion points, sentiment, and next steps. Furthermore, agents can use Copilot to get the latest account and case information from CRM systems. 

In the future, Copilot for Service will make agents even more productive by enriching email summaries, email drafts, and meeting recaps with CRM data. It will not only provide them the ability to view/update CRM records directly in Outlook and Teams in their flow of work, but also automate CRM tasks such as case wrap ups, meeting scheduling, adding new contacts, and task follow up—all with a single click based on context from emails, knowledge sources, and previous customer communications, comparable to the agent assist capabilities that are part of Copilot in Dynamics 365 Customer Service. 

Copilot for Service will also make proactive recommendations for creating new or updating existing knowledge assets by curating information across email threads, cases, Teams chats and more. These updated knowledge bases will in turn benefit an organization’s broad set of agents as they seek to accelerate the resolution of customer issues, as well as knowledge workers in other roles by providing a full 360 degree view of the customer (inclusive of cases, recent activities, knowledge sources, and other information) from the CRM systems—all in their flow of work via Outlook and Teams.  

Customize and extend to meet your needs 

Copilot for Service enables extensibility with Microsoft Copilot Studio. Add additional topics, automate actions and workflows, and further customize for a uniquely tailored solution. Additionally, Copilot for Service can be extended to other systems with more than 1,100 pre-built and custom connectors that eliminate the need for expensive IT integration work. 

Copilot for Service availability and pricing 

Microsoft Copilot for Service is currently available in public preview. Visit the Copilot for Service webpage to learn more and sign up for the preview. General availability is targeted for the first quarter of 2024. Pricing will be $50 USD per user/month. 

Learn more about Copilot for Microsoft 365 licensing requirements. 

For Dynamics 365 customers, comparable agent assist capabilities are included in Dynamics 365 Customer Service Enterprise. Learn more about Copilot in Dynamics 365 Customer Service.  

Learn more 

Watch content from Microsoft Ignite to learn more: 

• Becoming an AI-Powered Organization with Microsoft Copilot 
• Transforming service organizations with generative AI 

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