Dynamics 365 Contact Center is standalone and full of Copilot.
Dynamics 365 Contact Center is standalone and full of Copilot!
Earlier this month Microsoft announced Microsoft Dynamics 365 Contact Center. This product is boasting to be a Copilot-first cloud Contact Center.
Whenever I previously spoke about the Contact Center capabilities Dynamics 365 Contact Center had one of the stumbling blocks was always, “We aren’t on Dynamics 365 today, and don’t want to move CRM”. So, I believe the biggest announcement to come from this is the fact that this product with be STANDALONE.
This means Microsoft are allowing you to maximise your current investment and connecting your preferred CRM system to your Contact Center. Remember, this is not just Teams, this is an omnichannel Contact Center. So, your customers can contact you how best suites them: PSTN, SMS, Email, Web, etc.
Copilot first⌗
Another big part of this announcement is the Copilot first approach to their CCaaS product. AI driven Contact Centers seem to be getting more traction this year with an emphasis of the AI being able to assist the customer calling in without the need to be passed off to an agent, or only passing off to an agent when required.
I’d love to know what people think about this, if you rang into a customer service line and asked for an update on your order, would you trust the AI to give you the correct information or feel safer getting that from a human?
Previously, I saw AI being used as a tool to help agents get valuable, contextualised, summarised information alongside their conversation with the customer to better assist. Although this is still the case now though, there seems to be a shift to AI being used to remove takeover some of that “simpler” work as well.
I’m curious, do you see this as a start of replacement of human agents? Or an assist to keep those human agents free to handle more complex calls? Or just the next logical place where AI can help assist in Contact Center scenarios.
Please leave your comments below!