Microsoft Dynamics 365 Contact Center

Microsoft Dynamics 365 Contact Center is Microsoft’s customer service software for the Contact Center that offers generative AI with Copilot across all customer interaction channels.

workspace screen of microsoft dynamics 365 contact center

What is Dynamics 365 Contact Center?

Microsoft Dynamics 365 Contact Center is the Dynamics 365 Contact Center software from Microsoft that infuses generative AI throughout the contact center workflow, encompassing communication channels, self-service, intelligent routing, agent-assisted service, and operations to help contact centers resolve issues faster, empower agents, and reduce costs.

  • Offer customers engaging and personalized experiences powered by generative AI in Microsoft 365 Contact Center.

  • Equip agents with relevant context within the workflow.

  • Unify operations to drive efficiency and reduce costs.

  • Optimize contact center operations across all support channels.

  • Transform your Contact Center with Copilot and its generative AI and natural language capabilities.

two girls working in a contact center with a computer

Functionalities of Microsoft Dynamics 365 Contact Center

Interactuar a través de distintos canales con Microsoft Dynamics 365 Contact Center

Interacting through different channels

Voice and telephony

Quickly configure telephony systems so agents can assist customers on a scalable platform designed and operated by Microsoft Dynamics 365 Contact Center.

Digital channels

Reach out to customers via email or through virtual assistants, chatbots, text messages, and social media messaging channels.

IVR and self-service chatbots

Chatbots Quickly resolve customer issues and provide human-like interactions with AI-powered Interactive Voice Response (IVR), offering solutions with trusted websites and internal documents.

Intelligent agent assignment

Resolve issues faster with intelligent unified routing that classifies and assigns them to the right agent.

Personalise and secure interactions

Customer and channel analytics

Capture and analyze all interactions from channels, agents, and customers to uncover insights that improve the customer experience.

Predictive segmentation

Track and analyze customer behavior to personalize interactions, reduce cart abandonment, and increase revenue.

Biometric Authentication Use voice and behavior pattern recognition to quickly verify customer identity.

Biometric Authentication

Use voice pattern and behavior recognition to quickly verify the customer’s identity.

Customer data platform

Gather transactional, demographic, and behavioral data to achieve a 360-degree view of the customer and uncover actionable insights in Dynamics 365 Contact Center.

Chat Conversacional con Microsoft Dynamcis 365 Contact Center
Productividad de los agentes con Dynamics 365 Contact Center

Improve agent productivity

Agent desktop

Enable agents to work better with an all-in-one, multi-session desktop experience that includes profile histories and interaction transcripts.

Real-time information

Enhance agent efficiency with AI assistance that provides real-time insights, visibility into active conversations, and proactive recommendations.

Sentiment analysis

Monitor customer interactions in real-time and help agents deliver personalized responses with contextual AI.

Get on board with AI

Generative AI with Copilot

Save agents’ time with Copilot in Dynamics 365 Contact Center, an AI-powered assistant that helps find relevant information through trusted websites and internal documents.

Real-time AI-based generative reporting

Dynamics 365 Contact Center enables service leaders to optimize contact center operations across all support channels, including their workforce.

Contact Center con Copilot y sus capacidades de IA Generativa y lenguaje natural.
Microsoft logo

Why rely on Microsoft technology for your contact centre?

Available on all devices

Access business information from anywhere and at any time, whether from your PC, smartphone, or tablet, while ensuring that the data is always up to date.

Full integration

Connect natively with other Microsoft or third-party solutions and make informed decisions by having a comprehensive and unified view of sales.

Cloud Deployment

Take advantage of the cloud by eliminating the need to rely on costly infrastructures and complicated migrations. Always keep the software updated to the latest version and benefit from the full potential of AI.

Key capabilities of Dynamics 365 Contact Center

Next Generation Self Service

With sophisticated pre-integrated copilots for digital and voice channels that drive personalized and context-aware conversations, contact centers can implement enriched self-service experiences. By combining the best of Interactive Voice Response (IVR) technology and the no-code/low-code designer of Microsoft Copilot for Dynamics365, contact centers can offer customers engaging and individualized experiences powered by generative AI.

Across all channels, intelligent unified routing directs incoming requests that require a human touch to the most suitable agent, improving service quality and efficiency. When a customer interacts with an agent, Dynamics 365 Contact Center provides the agent with a 360-degree view of the customer using generative AI. For example, real-time conversation tools such as sentiment analysis, translation, conversation summarization, transcription, and more are included to help enhance service. Additionally, other tools automate repetitive tasks for agents, such as case summarization, drafting an email, suggesting a response, and Copilot’s ability to answer agents’ questions based on their trusted knowledge sources.

The efficiency of the contact center depends as much on what happens behind the scenes as on the experiences of customers and agents. This solution helps service teams detect problems early, improve critical KPIs, and adapt quickly. With real-time AI-based generative reports, Dynamics 365 Contact Center enables service leaders to optimize contact center operations across all support channels, including their workforce.

Microsoft Contact Center Pricing

Dynamics 365 Contact Center

103,00€per user/month

Dynamics 365 Contact Center Digital

88,90€per user/month

Dynamics 365 Contact Center Voice

88,90€per user/month
Microsoft
Empowering consulting

We are Microsoft Dynamics 365 Contact Center Partner

ARBENTIA is an international business consulting and information technology company, and a Microsoft partner, expert in Microsoft Dynamics 365 technologies. Thanks to technological innovation and our knowledge of the Microsoft Dynamics 365 Contact Center platform, we help companies modernize their contact centers in the cloud with Copilot to transform service experiences.

  • We undertake projects at both national and international levels.

  • We are a certified Microsoft partner with advanced specialization in Dynamics 365 Sales, demonstrating our commitment to excellence in the field of commercial management and customer service through the Contact Center.

  • We have a team of over 200 people passionate about technology.

  • We have more than 20 years of experience in business consulting.

  • We specialize in transforming customer service experiences.

  • Our organization is built around each company and its needs.

Frequently asked questions about Microsoft Dynamics 365 Contact Center

Microsoft Dynamics 365 Contact Center offers an omnichannel experience, conversation summaries, sentiment analysis, and real-time AI-based reporting. Microsoft’s contact center allows service leaders to optimize contact center operations across all support channels, including their workforce. Additionally, it includes Copilot to enhance user experience.

Yes, Dynamics 365 Contact Center includes voice and digital media add-ins that previously had to be purchased separately and then added to your CRM solution. This way, Dynamics 365 Contact Center easily integrates with existing systems.

All of Microsoft’s digital solutions have the ability to connect with each other, so Dynamics 365 Contact Center also enjoys this advantage. For a complete experience, Dynamics 365 Contact Center can be fully integrated with Dynamics 365 Customer Service and other CRM solutions.

Find out more about Microsoft Dynamics 365 Contact Center

If you are considering implementing Microsoft Dynamics 365 Contact Center in your company, you are making a smart decision. This solution will allow you to manage customer interactions efficiently. If you want more details or a personalized demonstration, do not hesitate to contact us. We are here to help you modernize your contact center with Copilot and Generative AI.

Interfaz Microsoft Dynamics 365 Contact Center