Microsoft has announced the launch of Dynamics 365 Contact Center, a Copilot-first cloud contact center solution that utilises generative AI in customer engagement.

The standalone Contact Center as a Service (CCaaS) solution will be generally available from July 1. The new offering allows customers to connect to their preferred customer relationship management systems (CRMs) or custom apps, transforming customer service and revolutionising contact center operations.

Microsoft's Customer Service and Support (CSS) team has reportedly experienced a 12% decrease in average handle time for chat engagements and a 13% decrease in agents requiring peer assistance to resolve an incident after using Copilot. The team had previously used 16 different systems and more than 500 tools, which had been slowing down service, hindering collaboration and producing inefficient workflows.

Furthermore, CSS has seen a 31% increase in first call resolution and a 20% reduction in missed routes.

Dynamics 365 Contact Center uses generative AI throughout the contact center workflow, including communication channels, self-service, intelligent routing, agent-assisted service, and operations. The solution is built natively on the Microsoft cloud, offering scalability and reliability across voice, digital channels, and routing.

Key capabilities of Dynamics 365 Contact Center include next-generation self-service, accelerated human-assisted service, and operational efficiency. The solution uses technology from Nuance and Microsoft Copilot Studio's no-code/low-code designer for self-service experiences. It also provides agents with a 360-degree view of the customer with generative AI, including real-time conversation tools like sentiment analysis, translation, conversation summary, transcription, and more. Generative AI-based, real-time reporting allows service leaders to optimise contact center operations across all support channels.

"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," said Arnie Leap, CIO at 1-800-Flowers.com.

Stephen Currie, Vice President Support Operations at Synoptek, said its support teams have a key need to deliver efficient problem-solving and smooth customer interactions for 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," he said.