Microsoft Dynamics 365 Contact Center: A Game Changer in the CCaaS Market
Queue Associates, a leading global Microsoft Solutions Partner, is excited to highlight Microsoft’s latest innovation: Microsoft Dynamics 365 Contact Center. Based on reporting from NoJitter, this new standalone Contact Center as a Service (CCaaS) solution will be available starting July 1st. It integrates seamlessly with Dynamics 365 Customer Service and supports other CRM systems, positioning Microsoft to compete directly in the CCaaS market. The announcement was made this month at the Customer Contact Week show in Las Vegas.
Key Features
- Self-Service: AI-driven personalized self-service through Nuance’s IVR and Microsoft Copilot.
- Human-Assisted Service: Intelligent routing and real-time AI tools like sentiment analysis and conversation summaries.
- Operational Efficiency: AI-based analytics and real-time reporting to improve KPIs.
Available in over 240 countries and regions, supporting up to 30 languages, and backed by large integrators. It is Dynamics 365 Copilot-first but also supports other CRM systems.
Jeffrey Goldstein, Global Managing Director of Queue Associates, said, “Dynamics 365 Contact Center is a transformative solution, offering unparalleled integration, AI-driven capabilities, and extensive language support for our clients and prospects across six continents. This new CCaaS will significantly enhance customer service operations and efficiency.” He added, “Its compatibility with other CRM systems allows us to showcase Microsoft’s innovations to a broader client base and potentially transition them to the industry-leading Dynamics 365 platform. We plan to implement this solution in our Queue Associates Customer Service installation.”
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