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Microsoft Makes Dynamics 365 Contact Center Generally Available — Redmond Channel Partner

Microsoft Makes Dynamics 365 Contact Center Generally Available — Redmond Channel Partner

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Microsoft Makes Dynamics 365 Contact Center Generally Available

As promised, Dynamics 365 Contact Center, a standalone contact center-as-a-service product with Copilot AI capabilities, became generally available on Monday.

Microsoft first revealed details about the new product last month. As RCPmag.com reported at the time, Dynamics 365 Contact Center comes with pre-built Copilots. It also integrates with Microsoft Copilot Studio, a low-code AI application development tool, and includes speech recognition and intelligent speech tools that Microsoft acquired through its 2022 acquisition of Nuance.

These capabilities enable organizations to create customizable and intelligent self-service experiences for customers across both chat and voice communications.

For personalized customer interactions, Dynamics 365 Contact Center uses AI to connect callers to the most appropriate customer service agent or department. AI-powered tools like sentiment analysis and live transcription and translation are designed to help agents accurately assess customer needs in real time.

Microsoft on Monday detailed some pricing details for Dynamics 365 Contact Center. The full version, with both digital and voice channels, costs $110 per user per month. Editions with just the voice or digital capabilities are also available for $95 per user per month.

Microsoft is also offering a new SKU called Dynamics 365 Customer Service Premium for $195 per user per month that combines Dynamics 365 Contact Center with Dynamics 365 Customer Service Enterprise. Existing users of the Dynamics 365 Customer Service Enterprise product will have the option to upgrade to the Premium SKU, according to Microsoft.