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.

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.

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.