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Dynamics 365 Contact CenterON MICROSOFT DYNAMICS 365
Dynamics 365 Contact CenterMove your contact center to a single AI-powered platform across every channel
Transform your contact centre with agents! Redesign the service experience and maximise efficiency on every interaction channel.
QuoteB2B / DealerBehaviour report
Omnichannel conversations
Voice, chat, email and messaging channels merge into a single queue; whichever channel the customer uses, context is never lost.
Agent assist
Reply suggestions, summaries and knowledge-base cards appear on the agent's screen during the conversation; after-call notes are written automatically.
Intelligent routing
Requests are routed automatically by topic, priority and agent skill; waiting times get shorter.
Self-service bots
Copilot-powered voice and chat bots resolve common requests on their own; when needed, they hand the conversation to an agent along with a summary.
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Frequently asked questions
Voice, email, chat and digital messaging channels come together in one routing design; the agent sees the customer's history on the same screen.