Microsoft has announced a new contact center offering called Dynamics 365 Contact Center. This is not just a rebranded version of Omnichannel, but a new product that allows businesses to manage customer interactions across multiple channels. The CCaaS solution includes integration with CRM systems, routing to agents based on factors like skills and availability, scheduling and management of contact center staff, proactive outreach to customers, and agent productivity tools. Microsoft aims to be a major player in the growing Cloud Based Contact Center Market, which is projected to reach $86.4 billion by 2029. The Dynamics 365 Contact Center product offers new capabilities and native connectors to Salesforce and Service Now. It is based on the existing omnichannel/digital contact center solution but with additional features and improvements.
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