Copilot’s Contact Centre Dynamics 365

Microsoft Dynamics 365 Contact Centre, a contact centre solution built on Copilot that offers generative AI to all customer interaction channels

A cloud-based solution from Microsoft called Dynamics 365 Contact Centre is intended to revolutionise customer support interactions

The platform uses AI to provide intelligent self-service choices that can effectively respond to consumer inquiries, possibly decreasing the need for human engagement

Generative AI is changing customer service and completely changing how contact centres function

Prior to switching to Microsoft’s products, the support staff at CSS used more than 500 separate tools across 16 different systems

CSS reported a 12% drop in chat handle time and a 13% drop in agents requesting peer support

Contact centres can implement rich self-service experiences by using sophisticated pre-integrated Copilots for voice and digital channels that facilitate context-aware, personalised discussions