Microsoft is set to release its Contact Center, which is based on " Dynamics 365 " Customer Service
Big news in the Contact Center as a Service (CCaaS) and Unified Communications as a Service (UCaaS) space. At the recent Ignite conference, Microsoft announced the release of “Voice Channel for Dynamics 365 Customer Service.” This means that “ Dynamics 365 Customer Service is expanding to become the all-in-one digital contact center solution,” to quote theMicrosoft blog.
Dynamics 365 Customer Service leveragesAzure Communication Service, the underlying platform that supports Microsoft Teams, and Power Virtual Agents as voice bots.
The initial release is Voice/ PSTN, but Microsoft says, “Video isn’t far behind,” which makes sense since it’s based on Azure Communications Services. So video capability is definitely there. You can find a preview of this in Microsoft’s blog post:
With the addition of the voice channel, Dynamics 365 Customer Service now supports off-hours functions:
- A consistent 360-degree view of the customer across all channels, allowing agents to quickly understand the entire customer journey so that customers never have to repeat themselves.
- An intelligent, conversational Power Virtual Agent that can be used as an Interactive Voice Response (IVR) for the voice channel and versatile enough to be used as a chatbot for SMS, live chat and social messaging channels.
- AI-based routing of incoming calls to the most qualified agent, consistent with all other channels.
- Increased collaboration with other agents and subject matter experts worldwideusing integrated Microsoft Teams toresolve issues more quickly.
Microsoft- Teams -certified contact center solutions (Anywhere365, Altigen, etc.) will also continue to be supported by Microsoft.
The new Voice Channel for Dynamics 365 Customer Service is available for a trial directly from Lambert Consulting .
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