News
Microsoft Makes Dynamics 365 Contact Center Generally Available
- By Gladys Rama
- July 01, 2024
As promised, Dynamics 365 Contact Center, a standalone contact-center-as-a-service product with Copilot AI capabilities, became generally available on Monday.
Microsoft first unveiled details about the new product last month. As RCPmag.com reported at the time, Dynamics 365 Contact Center comes with prebuilt Copilots. It's also integrated with Microsoft Copilot Studio, a low-code AI application development tool, and incorporates speech recognition and intelligent voice tools Microsoft acquired from its 2022 purchase of Nuance.
Using these capabilities, organizations will be able to create customizable and intelligent self-service experiences for customers, in both chat and spoken communications.
For person-to-person customer interactions, Dynamics 365 Contact Center uses AI to route callers to the most applicable customer service agent or department. AI-based tools like sentiment analysis and live transcription and translation are designed to help agents accurately assess customer needs in real time.
Microsoft described some pricing details about Dynamics 365 Contact Center on Monday. The full-featured version, with both digital and voice channels, costs $110 per user per month. Editions with just the voice or digital capabilities are also available for $95 per user per month each.
Microsoft is also offering a new SKU called Dynamics 365 Customer Service Premium for $195 per user per month that combines Dynamics 365 Contact Center with Dynamics 365 Customer Service Enterprise. Existing users of the Dynamics 365 Customer Service Enterprise product will have the option to upgrade to the Premium SKU, per Microsoft.