In July 2024, Microsoft announced general availability of Microsoft Dynamics 365 Contact Center. This Contact Center As A Service (CCAAS) offering allows Microsoft to compete against players such as ...
It most likely is also a way for Microsoft to embed the Nuance offering more directly into the Dynamics 365 platform. It can be quite a daunting task for consultants and customers trying to come up with a cost simulation since licensing is not that easy taking into account the different capabilities in the platform (or as Tricia calls it "licensing a contact center deal can be a special place in hell" - in Licensing the Dynamics 365 Contact Center Part 1
Data flow and components in Dynamics 365 Contact Center architecture:
- Customers can connect through preferred channels including Teams for internal helpdesks - licensing and operational cost vary depending on the required channels to support
- Azure Communication Services (ACS) offers PSTN integration for voice
- Works not only with Dynamics 365 CRM (Customer Service) but also with other CRM platform such as Salesforce and ServiceNow
- Use Copilot Studio to configure AI agents and IVR setup
- Routing based on Unified routing framework
- Agents work in the Agent Workspace or Customer Service Workspace if you are using Dynamics 365
- Connectors allow easy integration with Microsoft 365
- Typical AI scenario's supported such as case summary, conversation summary, draft e-mails and knowledge article support (mainly existing functionality which already surfaced earlier in Dynamics 365 Customer Service)
- Built on top of Power Platform with Dataverse as the core building block
- Built in monitoring, management and analytics & reporting functionality
If you want to learn more about this platform - I suggest that you follow Chris Goodwill on LinkedIn and join the Dynamics 365 Contact Center LinkedIn Group
No comments:
Post a Comment