Microsoft reveals ‘all-in-one digital contact center’

Microsoft announced that the voice will come to Dynamics 365, creating an “all-in-one digital contact center solution”.

The voice channel is built on the same platform that powers Microsoft Teams.

Microsoft said this addition means Dynamics 365 Customer Service can now provide a 360-degree view of a customer across all channels, as well as support for the power of the virtual agent to act as an interactive voice response. .

Integrated Microsoft teams can also be used to enable agents to collaborate with each other and resolve issues faster.

Meanwhile, built-in artificial intelligence (AI) enables real-time transcription, sentiment analysis, recommendations, and translation.

Microsoft has said adopting the voice channel is “painless,” with phone number setup as easy as a few mouse clicks.

Jeff Comstock, Vice President, Dynamics 365 Customer Service, noted:

“With the new voice channel, we are delivering an all-in-one digital contact center solution that brings together contact center channels, unified communications, cutting-edge AI, and customer service capabilities into a single SaaS solution. , based on the Microsoft cloud. “

Microsoft stressed that it will continue to support its certified contact center partners, including Five9, Genesys, NICE, Solgari, Tenfold, Vonage.

The Voice in Dynamics value was first mentioned by Microsoft last year and was to be launched in the first half of this year.

Businesses can sign up for a free trial here.