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Microsoft Dynamics 365 Contact Center software adds voice, chat and messaging channels with intelligent routing on top of Dynamics 365 Customer Service, so agents handle every channel from one screen.
Cloud calling with call recording and transcription.
Web chat and messaging channels in one queue.
Calls and chats routed by skill, language and priority.
All channels and customer history on one screen.
Live monitoring and queue dashboards.
Suggested answers and conversation summaries, where licensed.
Confirm the product fits your processes, users and licence budget.
Agree the setup, integrations and data with your team.
Configure in short cycles and test with your own users.
Launch, train and support you through the first months.
Other products and services that usually go with this one.
Dynamics 365 Contact Center software usually works alongside Dynamics 365 Customer Service software for case management.
In many cases numbers can be ported; this depends on your provider and country.
For small teams, a simpler telephony integration with your CRM is often more cost-effective.
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