Dynamics 365 Contact Center
Deliver intelligence, automation, and efficiency across channels through a Copilot-first contact center that works with existing CRMs.
Dynamics 365 Contact Center
Deliver intelligence, automation, and efficiency across channels through a Copilot-first contact center that works with existing CRMs.
OVERVIEW
Transform your contact center with Copilot
Reimagine the service experience and maximize efficiency across every engagement channel.
Engage Customers in any channel
Connect via voice, SMS, web, mobile, email, and social channels, while personalizing interactions using CRM data.
Enhance digital self-service
Improve containment and reduce call volume with engaging, context-aware chatbots and virtual assistants powered by generative AI.
Elevate voice self-service
Provide a modern conversational IVR that recognizes caller intent and complex instructions, powered by Nuance.
Connect with the right service representative
Improve resolution rates with intelligent, unified routing that assigns requests in any channel to the best-suited service representative.
Work smarter with Copilot
Improve containment and reduce call volume with engaging, context-aware chatbots and virtual assistants powered by generative AI.
Get a 360-degree view of customers
Empower service representatives with a holistic view of each customer, including sentiment analysis, interaction history, topics, and CRM case data.
Equip supervisors to assist
Give supervisors visibility into ongoing sessions, performance metrics, and tools to provide support when needed.
Get a unified view of operations
Visualize key support metrics and detect emerging trends with real-time dashboards, historical reporting, and Copilot analytics.
Optimize workforce management
Review service representative skills, capacity, allocation, and performance trends in near-real time. Connect with existing WFM solutions.
Unlock the power of your data
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 data
Connect Copilot to your existing data and business applications to unlock new levels of automation and intelligence.
OVERVIEW
Transform your contact center with Copilot
Reimagine the service experience and maximize efficiency across every engagement channel.
Deliver self-service
Engage customers in any channel
Connect via voice, SMS, web, mobile, email, and social channels, while personalizing interactions using CRM data.
Enhance digital self-service
Elevate voice self-service
Provide a modern conversational IVR that recognizes caller intent and complex instructions, powered by Nuance.
Fuel service rep productivity
Connect with the right service representative
Improve resolution rates with intelligent, unified routing that assigns requests in any channel to the best-suited service representative.
Work smarter with Copilot
Boost service representative productivity with suggested responses, conversation summaries, and a universal knowledge chat interface.
Get a 360-degree view of customers
Empower service representatives with a holistic view of each customer, including sentiment analysis, interaction history, topics, and CRM case data.
Equip supervisors to assist
Give supervisors visibility into ongoing sessions, performance metrics, and tools to provide support when needed.
Increase efficiency
Gain a unified view of operations
Visualize key support metrics and detect emerging trends with real-time dashboards, historical reporting, and Copilot analytics.
Optimize workforce management
Review service representative skills, capacity, allocation, and performance trends in near-real time. Connect with existing WFM solutions.
Unlock the power of your data
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 data
Connect Copilot to your existing data and business applications to unlock new levels of automation and intelligence.
AGENTS (PREVIEW)
Dynamics 365 Contact Center
Deliver intelligence, automation, and efficiency across channels through a Copilot-first contact center that works with existing CRMs.
AGENTS (PREVIEW)
Dynamics 365 Contact Center
Deliver intelligence, automation, and efficiency across channels through a Copilot-first contact center that works with existing CRMs.
KEY BENEFITS
The Microsoft difference
Comprehensive vision for service
Microsoft offers comprehensive, composable solutions for service including a cloud-based 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.
CUSTOMER STORIES
Real customers, real results
“At 1-800-Flowers.com, we pride ourselves on exceptional service. With Dynamics 365 Contact Center, we’re creating a best-in-class solution.”
Arnie Leap, Chief Information Officer, 1-800-Flowers.com
Lenovo reduces handling time by 20% with Copilot in Dynamics 365 Customer Service and Copilot in Dynamics 365 Contact Center.
Products
Dynamics 365 Contact Center 
“The integration of Microsoft Copilot has enhanced communication across channels, leading to a notable increase in efficiency.”
Ricardo Ordonez: Practice Director, Teams Plus, Synoptek
Products
“MSC has always been known for the personal service that we give our customers; Dynamics 365 Contact Center helps us elevate that approach.”
Fabio Catassi, Chief Information Officer, Mediterranean Shipping Company
Products
RESOURCES
Learn more about Contact Center as a service
Report
Moving beyond AI anxiety to AI action in the contact center
Find out why contact center leaders embrace AI—read survey results from Harvard Business Review Analytic Services.
Report
Generative AI success in the contact center starts with knowledge management
Get insights into knowledge management strategies from Harvard Business Review Analytic Services.
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.
Ready to Get Started? Let’s Talk.
Have questions or need a custom solution for your team? Talhah is here to help. Reach out today to discuss how we can support your call center goals.
Ready to Get Started? Let’s Talk.
Have questions or need a custom solution for your team? Talhah is here to help. Reach out today to discuss how we can support your call center goals.