Announcing Copilot in Dynamics 365 Customer Service - now in limited preview – enhance agent productivity and transform customer experience.
Microsoft Digital Contact Center Platform
Exceptional engagement as the rule. Ensure your service and operations always exceed customer expectations—no matter how they connect with you.
More ways to say hello
Meet customers on the channel they choose and provide tailored service options.
Show them you know them
Recognize and quickly connect with customers to personalize and help secure interactions.
Make agents’ work effortless
Save agents’ time and focus on delivering quality service with AI-powered agent assist and collaboration tools.
Run your business fast and lean
Cut costs by working from a single platform that provides insights and adapts to future needs.
Deliver exceptional customer engagements
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Engage across multiple channels
Support customers by giving them the choice to connect in ways that work best for them.
Voice and telephony
Quickly set up phone systems for agents to assist customers on a scalable platform built, owned, and operated by Microsoft.
Digital engagement channels
Connect with customers through email, virtual assistants, chatbots, text messages, and social messaging channels.
Self-service IVR and chatbots
Resolve issues quickly through human-like interactions with AI-powered IVR that discovers solutions, leveraging trusted websites and internal documents.
Back to tabsIntelligent routing
Resolve problems faster with intelligent unified routing that classifies issues and assigns them to the right agent.
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Personalize and help safeguard interactions
Put your customers at ease and make them feel known, understood, and supported.
Customer and channel analytics
Capture and analyze all channel, agent, and customer interactions to uncover insights that help you improve customer experiences.
Predictive targeting
Track and analyze customer behaviors to personalize interactions, reduce cart abandonment, and boost revenue.
Biometric authentication
Use voice and behavioral pattern recognition for a fast and personalized way to verify customer identities.
Biometric fraud detection and prevention
Help identify potential fraud and disrupt attempts through biometric detection that combines risk engines, anti-spoofing technology, and fraud data.
Back to tabsCustomer data platform
Bring together transactional, behavioral, and demographic data to get a 360-degree view of the customer and discover actionable insights.
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Improve agent productivity
Provide your team with AI-driven tools to quickly resolve customer issues and build loyalty.
Copilot
Save agent’s time with Copilot, an AI-powered assistant that helps search for relevant information, leveraging trusted websites and internal documents.
Agent desktop
Enable your agents to do their best work with an all-in-one, multisession desktop experience, including profile histories and engagement transcripts.
Real time insights
Help agents be more efficient with AI assistance that provides real-time insights, visibility into active conversations, and proactive recommendations.
Knowledge management
Reduce response rates by giving agents the right information at the right time with access to AI-suggested knowledge articles.
Back to tabsSentiment analysis
Monitor customer engagements in real time and help agents provide personalized responses through contextual AI.
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Increase acquisition and revenue
Identify opportunities for growing a loyal customer base.
Predictive targeting
Track and analyze customer behavior and information to identify engagement opportunities, reduce cart abandonment, and increase revenue.
Agent assistance
Provide your team with AI-powered tools and resources that help improve productivity and lower costs while reducing turnover rates and ramp-up times.
Virtual assistants and chatbots
Quickly resolve customer inquiries, provide product recommendations, and grow upsell and cross-sell revenue with personalized offers and discounts.
Back to tabsLive assist
Improve service by assessing and routing inquiries from digital channel customers to the best-skilled live agent.
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Simplify Contact Center infrastructure
Streamline and automate processes with solutions that deliver simplicity and flexibility.
Single, unified platform
Increase efficiency and reduce costs by bringing together contact center infrastructure, contact center AI, and your customer engagement center software solutions on a single platform.
No-code, low-code, and pro-code AI development
Quickly and easily create in-house solutions with conversational AI tools that maintain and enhance consistent enterprise-grade, omnichannel customer experiences.
Back to tabsOpen, extensible, adaptive platform
Ensure natural, conversational experiences for agent and customer engagements—on any platform—with API-driven AI, security, and analytics technologies.
Assess your contact center capabilities
Evaluate your organization’s level of customer service—identify existing gaps and learn how to build a customer-centric contact center.
Real customers. Real stories.
Laying the track for new opportunities
Siemens Mobility gained greater visibility into its sales and customer service with a new CRM system built with Dynamics 365.
Making game day even better
The Miami Dolphins created a chatbot that has handled 40,000 conversations with fans, resolving 97 percent of inquiries, while increasing customer satisfaction.
Prioritizing service for senior citizens
Telefónica used Nuance Gatekeeper for their digital call center to quickly identify customers over the age of 65 and route them to priority service during the pandemic.
Banking on better relationships
NatWest boosted its Net Promoter Score by more than 25 points after enhancing customer interactions with Dynamics 365 Customer Service.
Reducing product repair time
SHI Cryogenics Group cut repair time for its cryogenics equipment from two months to two weeks with the help of Dynamics 365 Customer Service.
Explore digital contact center products
Dynamics 365 Customer Service
Provide exceptional, personalized, seamless service across the channels your customers use.
Azure Communication Services
Deploy your applications across any device, on any platform.
Nuance Digital Engagement Platform
Engage with customers on their terms with the latest AI innovations and assisted service.
Power Virtual Agents
Easily build chatbots to engage conversationally with your customers and employees.
Nuance Conversational IVR
Enable customers to talk to the IVR in their own words without the need for agent help.
Azure Active Directory (Azure AD)
Secure your environment with multicloud identity and access management.
Dynamics 365 Customer Service
Provide personalized and exceptional service to earn customers for life.
Dynamics 365 Customer Insights
Better understand customer behavior and turn customer data into actionable insights.
Nuance Digital Engagement Platform
Engage with customers on their terms with the latest AI innovations and assisted service.
Nuance Gatekeeper
Authenticate and prevent fraud with a cloud-native biometric security solution.
Dynamics 365 Customer Service
Get the right customer information at the right time with AI-driven productivity tools.
Microsoft Teams
Simplify communication and collaboration to accomplish more across your service and support teams.
Power BI
Make informed, confident business decisions by giving everyone data-driven insights.
Nuance Agent Coach
Provide agents with AI-based insights and recommendations.
Nuance Contact Center AI
Add an intelligent engagement layer to your contact center operations.
Nuance Gatekeeper
Authenticate and prevent fraud with a cloud-native biometric security solution.
Nuance Digital Engagement Platform
Engage with customers on their terms with the latest AI innovations and assisted service.
Nuance Digital Engagement Platform
Engage with customers on their terms with the latest AI innovations and assisted service.
Nuance Agent Coach
Provide agents with AI-based insights and recommendations.
Dynamics 365 Customer Service
Provide exceptional, personalized service across channels with an all-in-one contact center.
Nuance Contact Center AI
Add an intelligent engagement layer to your contact center operations.
Microsoft Teams
Simplify communication and collaboration to accomplish more across your service and support teams.
Microsoft Power Platform
Analyze data, build solutions, automate processes, and create virtual agents.
Nuance Mix
Create and maintain consistent enterprise-grade, omnichannel customer service experiences.
Improve your contact center with help from a Microsoft partner
Specialized Customer Service application development partners
Customer Service specialized partners undergo rigorous technical validation of their capabilities and are committed to your success.
Consulting services
Access a wide range of architecture planning, implementation, and support services.
Partner solutions
Browse Digital Contact Center Platform partner apps to build solutions for your business scenarios, industries, and departments.
Explore resources for service solutions
Five Keys to Future-Proofing Your Customer Service Success
Help your company deliver the best possible customer service in an ever-evolving business landscape.
Sophisticated customer service
Watch our guest Kate Leggett of Forrester discuss the state of service and how to elevate and deliver more sophisticated customer service.
The Total Economic Impact™ of Microsoft Dynamics 365 Customer Service
Discover how to effectively manage high volumes of service requests at reduced costs with a connected cloud solution in this commissioned study conducted by Forrester Consulting.
Level up Your Retail CX with AI-Powered Personalization
Learn five principles for boosting your sales and personalizing your customer experiences while reducing costs.
Two-Factor Authentication Is Broken. Let’s Fix It.
Learn how biometric authentication is improving the way organizations prevent fraud and protect their customers.
AI & Agents: The New Retail Power Couple
Discover how to help agents deliver faster, more personalized assistance while helping drive higher customer satisfaction rates.
Get started with the Microsoft Digital Contact Center Platform
Learn more about this digital service solution. Contact your account representative or sign up for resources to make the most of this contact center platform.
