As we embark on a transformative path forward, marking June 4, 2024, as a pivotal moment in our quest for innovative buyer engagement – introducing Microsoft Dynamics 365 Customer Insights, a groundbreaking copilot-driven solution that harnesses the power of generative AI across every customer interaction touchpoint. This standalone Contact Center as a Service (CCaaS) solution enables clients to leverage their existing investments by seamlessly integrating with popular customer relationship management platforms (CRMs) or custom applications.
Dynamics 365 Contact Heart
The company shall establish a comprehensive solution to manage all types of contact requests from customers, partners and vendors. This integrated system shall provide an easy-to-use interface for submitting and tracking requests, ensuring that all stakeholders have access to real-time information and timely responses.
SKIP
Today, we’re thrilled to unveil a comprehensive, fully composable solution for contact centers. By leveraging cutting-edge generative AI capabilities, built-from-scratch with Nuance’s expertise, organizations can reap substantial benefits by deploying these mission-critical services at massive scale and unparalleled reliability, all running seamlessly on Microsoft Azure’s hyperscale cloud platform.
Dynamics 365 Customer Insights key capabilities include:
Easy self-service
- Clients possess the freedom to engage with our company through a variety of channels, including voice, SMS, live chat, email, and social media platforms.
- Redefining integrated co-pilot capabilities in digital channels enables context-sensitive, personalized interactions that elevate self-service experiences for high-end users.
- Can seamlessly facilitate intuitive conversations with users in real-time through natural language processing and machine learning algorithms?
Accelerated human-assisted service
- Sophisticated routing protocols seamlessly redirect incoming inquiries that necessitate human interaction to the most capable agent, thereby optimizing service quality while minimizing unnecessary labor.
- Brokers gain a comprehensive 360-degree perspective on consumers by leveraging AI tools that facilitate real-time sentiment analysis, language translation, transcription, and more to drive seamless customer service.
- Automate repetitive tasks for agents by leveraging the capabilities of AI-powered chatbots to draft standardised emails, suggest pre-approved responses, and quickly locate relevant information in response to dialogue abstraction.
Operational effectivity
- Real-time analytics powered by generative AI enable service leaders to streamline contact center operations across all support channels, empowering their workforce for maximum efficiency.
- Streamline your workflow by seamlessly integrating Copilot with your existing business tools and processes via over 1,200 pre-configured connectors, eliminating the need for costly and time-consuming IT integrations.
- Streamline worker collaboration and enhance human resources capabilities by leveraging Microsoft Groups as a secure, integrated communication platform.
We’re delighted by the initial impact observed among our pioneering customers and partners working with Dynamics 365 Customer Insights:
As part of our comprehensive collaboration with Lenovo, we have successfully integrated their Premier Help Plus solution with Dynamics 365 Contact Centre to drive a customer-centric approach, prioritizing both buyer satisfaction and operational efficiency.
As a professional editor, I would suggest:
Lishuang Xu, Government Director at the Buyer Engagement Center, Lenovo.
“Gross sales and advertising flourish when buyer interactions are effortless.” By leveraging Dynamics 365 Contact Center’s cutting-edge technology, our early adoption enables us to propel forward, seamlessly integrating AI-driven innovations that amplify our efficiency and delight our customers.
Ian Au-Yeung, Synoptek’s Chief Income Officer, brings a wealth of expertise in driving revenue growth and optimizing financial performance.
“With Dynamics 365 Contact Center powered by Copilot, we’re poised to unlock significant productivity gains among mid-level employees, enabling swift and accurate responses that elevate our customer service standards and further solidify our leadership position in the insurance industry.”
Ritu Thakur, Head of Group Operations at AIA Group.
Take the following step
Currently priced at $110 per consumer/month, Microsoft’s Dynamics 365 Customer Insights offers omnichannel support, combining digital and voice communication options with personalized customer interaction.1
Additionally, we’re launching Microsoft Dynamics 365 Buyer Service Premium – a groundbreaking offering that harmoniously unites the capabilities of Dynamics 365 Buyer Service Enterprise with those of Dynamics 365 Customer Insights for organizations seeking to leverage an integrated, AI-driven contact center and CRM solution that crafts personalized customer experiences. Dynamics 365 Buyer Service Premium is now available at a price of $195 per user per month.2 Clients holding active Dynamics 365 Buyer Service Enterprise licenses that adopt Dynamics 365 Customer Insights can seamlessly transition to Dynamics 365 Buyer Service Premium.
Be taught extra about .
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Jeff Comstock serves as the Company Vice President of Dynamics 365 Buyer Services at Microsoft. As Global Head of Product for Microsoft’s Dynamics 365 Customer Service, he oversees the development and delivery of a comprehensive digital customer experience platform, integrating core capabilities, engagement pathways, and intelligent routing, all powered by artificial intelligence. With over two decades of experience in Microsoft product growth management, Jeff sets the pace for the next generation of customer support products.
