Transform your customer service with Microsoft Digital Contact Center Platform

In the present digital era where omnichannel engagement is the standard, brand reputation is closely linked to customer experience. The importance of delivering an expectational customer experience cannot be overstated. Consumers now expect effortless, consistent, and secure experiences across all touchpoints – whether it’s through chat, voice, video, or digital handles. Alarmingly, 52% of customers are likely to switch to a competitor after just one unsatisfactory experience. This emphasizes the need for businesses to adopt a flexible and powerful solution to modernize their customer care processes, ensuring customer retention and fueling long-term growth.

Recognizing the increasing demand for enhanced customer experience, service automation, and consistent engagement across all channels, Microsoft has introduced the Microsoft Digital Contact Center Platform. This Copilot-first contact center is designed to transform service experiences by promoting automation and efficiency across channels, helping businesses deliver seamless, unified customer interactions at every touchpoint.

This blog will introduce you to this contact center solution and explore how it can transform your customer service operations, delivering a seamless and cohesive customer journey across all channels.

Microsoft Digital Contact Center Platform: Redefining customer service experiences

Microsoft Dynamics 365 Contact Center, which is Microsoft Digital Contact Center Platform, is an open and scalable omnichannel contact center solution that enhances customer support through omnichannel engagement and AI-powered automation. Backed by Microsoft Dynamics 365, Microsoft Teams, Microsoft Power Platform, and Nuance AI, this platform provides contact centers with modern tools to enhance both self-service and live customer engagements.

This AI-powered contact center seamlessly integrates with your existing system, including Dynamics 365 Customer Engagement. As a Copilot-first platform, it embeds Copilot across every stage of the service journey – from self-service interactions to live agent support, case wrap-ups, and detailed reporting.

Additionally, this Dynamics 365 Contact Center is designed with scalability, reliability, and security at its core, built on modern cloud infrastructure to meet the evolving needs of businesses.

Powering customer care with Dynamics 365, Teams, and Nuance AI

The Microsoft Digital Contact Center Platform equips support centers with AI-driven tools, enabling them to engage customers across multiple channels such as voice, video, and digital messaging. Powered by Nuance, a leader in conversational AI, this copilot contact center offers personalized experiences, reduces resolution times, and improves customer satisfaction.

The platform’s advanced AI capabilities allow businesses to automate repetitive tasks, offer personalized recommendations, and even provide targeted incentives. This combination of AI and human collaboration helps contact centers become revenue drivers instead of cost centers, transforming customer interactions into opportunities for growth.

Omnichannel engagement made easy

Today’s consumers engage with brands across multiple channels, from social media to traditional phone calls. The Microsoft Digital Contact Center Platform supports seamless communication across these channels while ensuring interactions are secure and personalized. Key features include:

• Self-service automation to handle routine tasks and sophisticated transactions.

• AI-powered recommendations for live agents to provide quick and accurate resolutions.

• Omnichannel support, including voice, video, and messaging platforms, allowing agents to manage customer interactions efficiently across all channels.

Enhancing personalization and security

Personalized experiences are crucial for maintaining customer trust and loyalty. Dynamics 365 Contact Center harnesses the power of AI and deep analytics to predict customer needs and personalize interactions. With integrated biometric authentication and fraud prevention tools, customer data and interactions are secure, ensuring brand trust is upheld.

• Biometric authentication verifies customers instantly, ensuring secure and smooth interactions.

• Customer journey analytics provide insights to optimize interactions, improve acquisition, and offer personalized deals.

• AI-driven intent prediction enables the platform to anticipate customer needs, ensuring quick and tailored solutions.

Boosting agent productivity and customer satisfaction

Dynamics 365 Contact Center empowers agents with the tools they need to deliver exceptional customer service. Through Context IQ, agents have access to the right information at the right time, enabling them to make informed decisions and respond more effectively.

• 360-degree customer view allows agents to seamlessly manage customer requests from multiple channels.

• AI-powered sentiment analysis helps agents understand customer emotions and recommend the next best actions.

• Intelligent case swarming connects agents with subject matter experts, ensuring quick and accurate resolutions.

Driving revenue and increasing customer loyalty

With real-time analytics and predictive targeting, businesses can boost customer satisfaction and drive revenue growth. Dynamics 365 Contact Center empowers agents to offer personalized recommendations, increasing upsell and cross-sell opportunities. Here is how:

• Predictive targeting helps agents deliver relevant offers to customers, improving conversions and satisfaction.

• Special promotions and updates can be sent to customers to accelerate purchase intent and foster long-term loyalty.

Simplifying contact center infrastructure

One of the greatest strengths of this AI-powered contact center is its flexibility and scalability. Businesses can automate workflows using no-code, low-code, or pro-code solutions, making it easy to integrate advanced features like conversational AI-powered chatbots. The platform’s cloud-based and flexible nature allows it to adjust automatically during peak periods, ensuring smooth operations regardless of demand.

Microsoft Digital Contact Center Platform pricing

Dynamics 365 Contact Center is offered as a User Subscription License (USL), with the base plan starting at $110 per user per month. This plan provides access to an all-in-one solution for managing customer engagement. For additional features, you can enhance your contact center with:

• Dynamics 365 Contact Center Digital: Add digital messaging and chat channels for $95 per user per month.

• Dynamics 365 Contact Center Voice: Incorporate native voice capabilities for $95 per user per month.

In short, Microsoft Digital Contact Center Platform cost varies based on the plan and features you select.

Ready to transform your contact center and elevate your customer service?

If you are looking to optimize and reimagine your customer experience, Dynamics 365 Contact Center can be a game-changer for your business!

At Confiz, we empower organizations to deliver personalized, efficient, and seamless customer interactions through an AI-driven, omnichannel support center built on the Microsoft Digital Contact Center Platform. Our expert team helps modernize your contact center by integrating it with Dynamics 365 Customer Service, Microsoft Teams, Copilot, Nuance, and more – ensuring smooth engagement across voice, video, and digital channels. Take advantage of our 8-week Microsoft Digital Contact Center Platform implementation offer. With our comprehensive expertise, we provide seamless end-to-end support for your deployment, ensuring a smooth and efficient setup from start to finish.

For further questions and inquiries, contact us at marketing@confiz.com and learn how we can help you elevate your customer service.