Dynamics 365 Contact Center

Dynamics 365 Contact Center: Boost contact center efficiency with real-time streaming analytics

Dynamics 365 Contact Center: Use bullseye routing with user groups to orchestrate conversations

Dynamics 365 Contact Center: Historical analytics

Dynamics 365 Customer Service: Shared analytics for historical reporting

Dynamics 365 Contact Center: Unified routing - Use overflow actions to protect customer experience for direct inward calls

Dynamics 365 Contact Center: IVR capabilities - Equip voice agents with custom voice

Dynamics 365 Contact Center: Unified routing - Orchestrate conversation distribution with natural language playbooks

Dynamics 365 Contact Center: Unified routing - Handle waiting conversations when queues close or become unstaffed

Dynamics 365 Contact Center: Omnichannel customer experiences - Use ML-based sensitive data redaction for human interactions

Dynamics 365 Contact Center: Unified routing - Assign conversation to expert who engaged with the customer previously

Dynamics 365 Contact Center: Copilot and AI innovation - Use agentic simulations to evaluate contact center setup

Dynamics 365 Contact Center: Administrator experiences - Use industry templates to set up autonomous contact centers

Dynamics 365 Contact Center: Out of the box real time translation on digital channels

Dynamics 365 Customer Service: Quality evaluation supports knowledge source in criteria

Dynamics 365 Customer Service: Inactivate quality evaluation records

Dynamics 365 Customer Service: Support Not Applicable answer option for quality evaluation criteria

Dynamics 365 Customer Service: Detailed quality evaluation score breakdown