Tag: microsoft

Dynamics 365 Contact Centre (Novice to Expert Series)(Chapter 3)

Goloknath

Microsoft Dynamics 365 Contact Center, a Copilot-first contact center solution that delivers generative AI to every customer engagement channel which was general availability on July 1, this standalone Contact Center as a Service (CCaaS) solution enables customers to maximize their current investments by connecting to preferred customer relationship management systems (CRMs) or custom apps.

Key Dynamics 365 Contact Center capabilities include:

  • Next-generation self-service: With sophisticated pre-integrated Copilots for digital and voice channels that drive context-aware, personalized conversations, contact centers can deploy rich self-service experiences. Combining the best of interactive voice response (IVR) technology from Nuance and Microsoft Copilot Studio’s no-code/low-code designer, contact centers can provide customers with engaging, individualized experiences powered by generative AI.
  • Accelerated human-assisted service: Across every channel, intelligent unified routing steers incoming requests that require a human touch to the agent best suited to help, enhancing service quality and efficiency. When a customer reaches an agent, Dynamics 365 Contact Center gives the agent a 360-degree view of the customer with generative AI — for example, real-time conversation tools like sentiment analysis, translation, conversation summary, transcription and more are included to help improve service, along with others that automate repetitive tasks for agents such as case summary, draft an email, suggested response and the ability for Copilot to answer agent questions grounded on your trusted knowledge sources.
  • Operational efficiency: Contact center efficiency depends just as much on what happens behind the scenes as it does on customer and agent experiences. We’ve built a solution that helps service teams detect issues early, improve critical KPIs and adapt quickly. With generative AI-based, real-time reporting, Dynamics 365 Contact Center allows service leaders to optimize contact center operations across all support channels, including their workforce.

Here is a video series end to end I have started (Chapter-3) –

Dynamics 365 Contact Centre (Novice to Expert Series)(Chapter 2)

Goloknath

Microsoft Dynamics 365 Contact Center, a Copilot-first contact center solution that delivers generative AI to every customer engagement channel which was general availability on July 1, this standalone Contact Center as a Service (CCaaS) solution enables customers to maximize their current investments by connecting to preferred customer relationship management systems (CRMs) or custom apps.

Key Dynamics 365 Contact Center capabilities include:

  • Next-generation self-service: With sophisticated pre-integrated Copilots for digital and voice channels that drive context-aware, personalized conversations, contact centers can deploy rich self-service experiences. Combining the best of interactive voice response (IVR) technology from Nuance and Microsoft Copilot Studio’s no-code/low-code designer, contact centers can provide customers with engaging, individualized experiences powered by generative AI.
  • Accelerated human-assisted service: Across every channel, intelligent unified routing steers incoming requests that require a human touch to the agent best suited to help, enhancing service quality and efficiency. When a customer reaches an agent, Dynamics 365 Contact Center gives the agent a 360-degree view of the customer with generative AI — for example, real-time conversation tools like sentiment analysis, translation, conversation summary, transcription and more are included to help improve service, along with others that automate repetitive tasks for agents such as case summary, draft an email, suggested response and the ability for Copilot to answer agent questions grounded on your trusted knowledge sources.
  • Operational efficiency: Contact center efficiency depends just as much on what happens behind the scenes as it does on customer and agent experiences. We’ve built a solution that helps service teams detect issues early, improve critical KPIs and adapt quickly. With generative AI-based, real-time reporting, Dynamics 365 Contact Center allows service leaders to optimize contact center operations across all support channels, including their workforce.

Here is a video series end to end I have started (Chapter-2) –

Dynamics 365 Contact Centre (Novice to Expert Series) (Chaper-1)

Goloknath

Microsoft Dynamics 365 Contact Center, a Copilot-first contact center solution that delivers generative AI to every customer engagement channel which was general availability on July 1, this standalone Contact Center as a Service (CCaaS) solution enables customers to maximize their current investments by connecting to preferred customer relationship management systems (CRMs) or custom apps.

Key Dynamics 365 Contact Center capabilities include:

  • Next-generation self-service: With sophisticated pre-integrated Copilots for digital and voice channels that drive context-aware, personalized conversations, contact centers can deploy rich self-service experiences. Combining the best of interactive voice response (IVR) technology from Nuance and Microsoft Copilot Studio’s no-code/low-code designer, contact centers can provide customers with engaging, individualized experiences powered by generative AI.
  • Accelerated human-assisted service: Across every channel, intelligent unified routing steers incoming requests that require a human touch to the agent best suited to help, enhancing service quality and efficiency. When a customer reaches an agent, Dynamics 365 Contact Center gives the agent a 360-degree view of the customer with generative AI — for example, real-time conversation tools like sentiment analysis, translation, conversation summary, transcription and more are included to help improve service, along with others that automate repetitive tasks for agents such as case summary, draft an email, suggested response and the ability for Copilot to answer agent questions grounded on your trusted knowledge sources.
  • Operational efficiency: Contact center efficiency depends just as much on what happens behind the scenes as it does on customer and agent experiences. We’ve built a solution that helps service teams detect issues early, improve critical KPIs and adapt quickly. With generative AI-based, real-time reporting, Dynamics 365 Contact Center allows service leaders to optimize contact center operations across all support channels, including their workforce.

Here is a video series end to end I have started (Chapter-1) –

Dynamics 365 Contact Centre

Goloknath

Microsoft Dynamics 365 Contact Center, a Copilot-first contact center solution that delivers generative AI to every customer engagement channel which was general availability on July 1, this standalone Contact Center as a Service (CCaaS) solution enables customers to maximize their current investments by connecting to preferred customer relationship management systems (CRMs) or custom apps.

Key Dynamics 365 Contact Center capabilities include:

  • Next-generation self-service: With sophisticated pre-integrated Copilots for digital and voice channels that drive context-aware, personalized conversations, contact centers can deploy rich self-service experiences. Combining the best of interactive voice response (IVR) technology from Nuance and Microsoft Copilot Studio’s no-code/low-code designer, contact centers can provide customers with engaging, individualized experiences powered by generative AI.
  • Accelerated human-assisted service: Across every channel, intelligent unified routing steers incoming requests that require a human touch to the agent best suited to help, enhancing service quality and efficiency. When a customer reaches an agent, Dynamics 365 Contact Center gives the agent a 360-degree view of the customer with generative AI — for example, real-time conversation tools like sentiment analysis, translation, conversation summary, transcription and more are included to help improve service, along with others that automate repetitive tasks for agents such as case summary, draft an email, suggested response and the ability for Copilot to answer agent questions grounded on your trusted knowledge sources.
  • Operational efficiency: Contact center efficiency depends just as much on what happens behind the scenes as it does on customer and agent experiences. We’ve built a solution that helps service teams detect issues early, improve critical KPIs and adapt quickly. With generative AI-based, real-time reporting, Dynamics 365 Contact Center allows service leaders to optimize contact center operations across all support channels, including their workforce.

Here is a PodCast with Mr. Sundar Raghavan, VP Intelligent Business Applications on it’s roadmap and thoughts –

Dynamics 365 Contact Centre

Goloknath

Microsoft Dynamics 365 Contact Center, a Copilot-first contact center solution that delivers generative AI to every customer engagement channel which was general availability on July 1, this standalone Contact Center as a Service (CCaaS) solution enables customers to maximize their current investments by connecting to preferred customer relationship management systems (CRMs) or custom apps.

Key Dynamics 365 Contact Center capabilities include:

  • Next-generation self-service: With sophisticated pre-integrated Copilots for digital and voice channels that drive context-aware, personalized conversations, contact centers can deploy rich self-service experiences. Combining the best of interactive voice response (IVR) technology from Nuance and Microsoft Copilot Studio’s no-code/low-code designer, contact centers can provide customers with engaging, individualized experiences powered by generative AI.
  • Accelerated human-assisted service: Across every channel, intelligent unified routing steers incoming requests that require a human touch to the agent best suited to help, enhancing service quality and efficiency. When a customer reaches an agent, Dynamics 365 Contact Center gives the agent a 360-degree view of the customer with generative AI — for example, real-time conversation tools like sentiment analysis, translation, conversation summary, transcription and more are included to help improve service, along with others that automate repetitive tasks for agents such as case summary, draft an email, suggested response and the ability for Copilot to answer agent questions grounded on your trusted knowledge sources.
  • Operational efficiency: Contact center efficiency depends just as much on what happens behind the scenes as it does on customer and agent experiences. We’ve built a solution that helps service teams detect issues early, improve critical KPIs and adapt quickly. With generative AI-based, real-time reporting, Dynamics 365 Contact Center allows service leaders to optimize contact center operations across all support channels, including their workforce.

Here is a PodCast with Mr. Marcus Schmidt, Principal Program Manager, Microsoft on it’s roadmap and thoughts –