5 Years in the making: Introducing the Dynamics 365 Contact Center
Microsoft has introduced Dynamics 365 Contact Center, a new solution that decouples the Omnichannel for Customer Service from the mandatory CRM solution, Dynamics 365 Customer Service. This allows companies to leverage the Omnichannel solution with any CRM system, making it a true Contact Center as a Service (CCaaS) solution. Initially, there will be a native connector for Salesforce, with a connector for ServiceNow launching soon after. The Contact Center APIs will also allow for the creation of custom connectors to other CRM systems. The Dynamics 365 Contact Center aims to provide a consistent agent and customer experience, streamline agent workflows, and offer modular growth options for companies.
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