Transform your customer service with Microsoft Digital Contact Center Platform

Powering customer care with Dynamics 365, Teams, and Nuance AI

The Microsoft Digital Contact Center Platform equips support centers with AI-driven tools, enabling them to engage customers across multiple channels such as voice, video, and digital messaging. Powered by Nuance, a leader in conversational AI, this copilot contact center offers personalized experiences, reduces resolution times, and improves customer satisfaction. The platform’s advanced AI capabilities allow businesses to automate repetitive tasks, offer personalized recommendations, and even provide targeted incentives. This combination of AI and human collaboration helps contact centers become revenue drivers instead of cost centers, transforming customer interactions into opportunities for growth.

Omnichannel engagement made easy

Today’s consumers engage with brands across multiple channels, from social media to traditional phone calls. The Microsoft Digital Contact Center Platform supports seamless communication across these channels while ensuring interactions are secure and personalized. Key features include:

• Self-service automation to handle routine tasks and sophisticated transactions.

• AI-powered recommendations for live agents to provide quick and accurate resolutions.

• Omnichannel support, including voice, video, and messaging platforms, allowing agents to manage customer interactions efficiently across all channels.

Enhancing personalization and security

Personalized experiences are crucial for maintaining customer trust and loyalty. Dynamics 365 Contact Center harnesses the power of AI and deep analytics to predict customer needs and personalize interactions. With integrated biometric authentication and fraud prevention tools, customer data and interactions are secure, ensuring brand trust is upheld.

• Biometric authentication verifies customers instantly, ensuring secure and smooth interactions.

• Customer journey analytics provide insights to optimize interactions, improve acquisition, and offer personalized deals.

• AI-driven intent prediction enables the platform to anticipate customer needs, ensuring quick and tailored solutions.

Boosting agent productivity and customer satisfaction

Dynamics 365 Contact Center empowers agents with the tools they need to deliver exceptional customer service. Through Context IQ, agents have access to the right information at the right time, enabling them to make informed decisions and respond more effectively.

• 360-degree customer view allows agents to seamlessly manage customer requests from multiple channels.

• AI-powered sentiment analysis helps agents understand customer emotions and recommend the next best actions.

• Intelligent case swarming connects agents with subject matter experts, ensuring quick and accurate resolutions.

Driving revenue and increasing customer loyalty

With real-time analytics and predictive targeting, businesses can boost customer satisfaction and drive revenue growth. Dynamics 365 Contact Center empowers agents to offer personalized recommendations, increasing upsell and cross-sell opportunities. Here is how:

• Predictive targeting helps agents deliver relevant offers to customers, improving conversions and satisfaction.

• Special promotions and updates can be sent to customers to accelerate purchase intent and foster long-term loyalty.

Simplifying contact center infrastructure

One of the greatest strengths of this AI-powered contact center is its flexibility and scalability. Businesses can automate workflows using no-code, low-code, or pro-code solutions, making it easy to integrate advanced features like conversational AI-powered chatbots. The platform’s cloud-based and flexible nature allows it to adjust automatically during peak periods, ensuring smooth operations regardless of demand.