For Dynamics 365 Contact Center, improvements are primarily being made for quality, security, and efficiency. The focus is on smarter quality management, proactive SMS engagement, secure call transfers, efficient and split call recordings, improved authentication, a more modern chat experience, and faster consult and transfer flows.
Top Features
1. Use the SMS channel to proactively engage with customers
Sending SMS messages proactively allows businesses to connect with customers in large numbers, delivering tailored communications right when they're most relevant. This accelerates transactions, shortens case handling times, and increases customer satisfaction, as AI agents and employees work together seamlessly through the SMS channel.
This functionality uses the existing SMS configuration in the Copilot Service admin center by setting up SMS workstreams and selecting an orchestration method. As a result, AI agents and employees always have full context to assist customers efficiently.
2. Identify your customers with improved authentication
Dynamics 365 Contact Center makes customer onboarding and secure interactions faster and easier by offering more extensive authentication options, including authentication during live conversations. Thanks to broader support for Identity Providers, the solution works better out of the box, requiring less configuration effort and enabling organizations to realize value more quickly.
In addition, authentication in the middle of a conversation makes it possible to securely identify customers who initially start anonymously when needed. Service agents and AI agents can therefore provide richer, data-driven support without interrupting the customer journey. Together, these improvements deliver higher resolution quality and a smoother, more reliable customer experience.
What’s in it for you?
Contact Center Manager
An additional channel (SMS) makes it possible to respond even better to customer preferences and gives the Customer Support team an extra opportunity to get in touch quickly, leading to faster results.
New capabilities make customer onboarding and secure interactions faster and easier by offering expanded authentication options, including authentication during live conversations. Configuration requires less effort, and organizations can realize value more quickly. Ultimately, this contributes to higher resolution quality and a smoother, more reliable customer experience.
Why act now?
For customers with an existing Contact Center setup, this primarily offers additional capabilities. The new authentication features also help to identify contacts retrospectively. Does this sound valuable? If so, be sure to get in touch if support is needed.
Written by
Peter Koeslag
Functional Architect