Microsoft launched today the Digital Contact Center Platform, a new flexible and collaborative contact center solution. The new service brings together Microsoft Teams, Dynamics 365, Power Platform, and Nuance conversational AI, and it provides intelligent tools to modernize the customer care experience.
“With the Microsoft Digital Contact Center Platform, contact centers are equipped with modern digital tools to engage customers across voice, video, and other digital engagement channels,” explained Charles Lamanna, CVP of Business Applications & Platform. “Best-in-class Al powers self-service experiences, live customer engagements, collaborative agent experiences, business process automation, advanced telephony, and fraud prevention capabilities.”
The Microsoft Digital Contact Center Platform packs intelligent customer self-service capabilities that let companies automate repetitive tasks and transactions. The platform also makes connecting clients to virtual customer service agents easier. It offers live hyper-personalized omnichannel service engagement across voice and digital channels, such as popular social messaging apps.
Additionally, the Microsoft Digital Contact Center Platform uses AI-based analytics tools to analyze and predict customers’ buying patterns. This information enables businesses to increase customer engagement with real-time offers. The service also delivers personalized recommendations to help customers choose products. Companies can use it to inform customers about special promotions to boost revenues.
Microsoft highlights that the new solution offers unique capabilities to improve the productivity of sales agents. They can access customers’ details, call transcripts, open cases, and AI-recommended knowledge articles to quickly resolve the issues of customers. The platform has built-in security features such as biometric authentication and fraud prevention to protect customer interactions.
According to Microsoft, the Microsoft Digital Contact Center Platform is designed to optimize performance during peak seasons. It can easily scale to accommodate changes in service levels, agent counts, contact volume, and wait times.
Microsoft has teamed up with several contact center industry experts to ensure compatibility and interoperability with other contact center systems. These include HCL, KPMG, TCS, PwC, Hitachi, TTEC, Accenture-Avanade, as well as ISV partners such as NICE and Genesys. We invite you to check out our separate article on Petri to better understand what is the Microsoft Digital Contact Center Platform.