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Chapter 2

The Microsoft strategy for CCaaS

Microsoft is the only leading CRM provider with a fully integrated CCaaS solution that combines native voice and omnichannel capabilities, AI-powered automation and CRM in a unified platform.

Thanks to the deep integration with Dynamics 365, Microsoft Teams, Power Platform and Azure Communication Services, there is no need to switch to third-party solutions - everything works within a unified ecosystem.

Microsoft Copilot supports self-service functions, helps agents to process complex requests and enables a higher first resolution rate thanks to intelligent routing mechanisms. The result is an end-to-end service process supported by AI.

At the same time, the cloud-based security architecture ensures data protection and compliance without companies having to manage their own infrastructure. Regular updates and innovations always give companies access to the latest technologies.

Functions & technology components

The Dynamics 365 Contact Center is provided via Microsoft Azure and enables omnichannel interactions via Azure Communication Services - including voice, SMS, web chat, social media, WhatsApp and Microsoft Teams.

At the same time, the Power Platform with low-code tools and automation functions ensures that companies can implement individual adaptations and workflows themselves. Thanks to a large number of preconfigured and customizable connectors, Microsoft CCaaS can also be integrated into existing third-party CRM, ERP or ticketing systems.

The Dynamics 365 Contact Center offers a 360° view of the customer by centralizing all interactions and providing them in a unified agent workspace.

Core function

Microsoft Technology

Description

Omnichannel management

Azure Communication Services, Microsoft Teams, WhatsApp, Facebook Messenger, Apple Messages

Enables customer communication via various channels (voice, SMS, webchat, social media, Microsoft Teams) with seamless channel switching.

AI-supported automation

Copilot Studio, Azure AI, Nuance Conversational AI

Use of generative AI for self-service, chatbots, voicebots and conversational IVR. Agent Assist supports employees with real-time suggestions and automated call summaries.

Intelligent routing engine

Unified routing, AI-driven decision-making

Automatic assignment of requests based on customer history, sentiment analysis , agent skills and availability.

Agent desktop & workflows

Dynamics 365 Customer Service, Microsoft Teams, Copilot, Power Automate

Unified workspace with 360° customer view, knowledge database and CRM integration. Copilot generates call summaries and suggestions.

Real-time analytics & reporting

Power BI, AI Insights, Sentiment analysis

Real-time dashboards for KPI monitoring, sentiment analysis and trend forecasts. Supervisor tools offer live monitoring and intervention options.

Omnichannel engagement with conversational AI and AI-powered self-service

Just a few years ago, contact centers were still based on largely manual processes with rudimentary automation. In recent years, however, customer service has evolved rapidly. 65% of service professionals already use AI regularly, and by 2027, companies are expected to spend 143 billion dollars on AI-supported solutions . In line with this trend, AI is at the heart of the Dynamics 365 Contact Center and drives almost all of the platform's core functions. This is happening in the following three areas in particular:
  • 1

    Self-service & automation

    Many customer inquiries are simple, recurring requests. On the one hand, processing them through service employees is inefficient - on the other hand, it is often not even desired by the customer. Instead, people appreciate the opportunity to help themselves 24/7. This is where Microsoft relies on AI-supported automation: with Conversational AI in Copilot Studio, you can create chatbots and voicebots that provide answers around the clock. Thanks to natural language processing (NLP), these interactions are intuitive.

    By connecting to knowledge databases, CRM systems and internal processes, the bots can provide automated, intelligent solutions. Companies benefit from a higher first request resolution rate, reduce the workload of their agents and offer their customers more transparency and control.

    And this will also have a financial impact: Gartner forecasts 80 billion dollars less labor costs for agents through the use of conversational artificial intelligence in contact centers by 2026.

  • 2

    AI-controlled routing & smart agent support

    AI is not always able to provide the right help - no matter how advanced it is. If a request is to be processed by an employee, the appropriate agent is automatically identified. The AI uses Unified Intelligent Routing to analyze customer data, concerns, mood and urgency in order to forward the request to an available and qualified employee.

    At the same time, Copilot for Service agents provides support with automatic answer suggestions, call summaries and relevant knowledge articles, significantly reducing processing time. This combination of intelligent routing and smart agent assistance ensures a higher first resolution rate, reduced waiting times and better overall service quality.

  • 3

    AI-supported analytics & optimization of customer service

    Efficient customer service is based on well-founded decisions - and this is exactly where Microsoft's AI-supported analytics come in. Power BI, real-time monitoring and AI Insights give companies a comprehensive view of all customer interactions, including call histories, sentiment analysis and key performance indicators such as CSAT (customer satisfaction), AHT (average handling time) and first call resolution (first call resolution rate).

    The AI recognizes patterns and trends, predicts bottlenecks and provides targeted recommendations for optimizing workflows and resource planning. Supervisors can respond to critical service cases in real time, coach agents in a targeted manner and continuously improve overall service quality.

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