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In briefShow moreShow lessContact Center in Dynamics 365 brings together customer interactions across phone, email, chat, SMS, and social media in a single platform.
- Contact Center in Dynamics 365 brings together customer interactions across phone, email, chat, SMS, and social media in a single platform.
- The IVR bot and Copilot Voice are configured in Copilot Studio as a low-code solution that can be used for both voice and chat.
- A voice bot needs to understand what the caller needs and transfer the conversation when it cannot help.
The story
Contact Center in Dynamics 365 brings together customer interactions across phone, email, chat, SMS, and social media in a single platform.
What this means for the work
The IVR bot and Copilot Voice are configured in Copilot Studio as a low-code solution that can be used for both voice and chat.
The telephony solution uses Azure Communication Services and can connect to an existing telecom operator via a bridge provided by partners.
The demonstration or announcement describes platform capabilities; it does not show that every organisation will obtain the same result. Forrester reported high CRM adoption but low overall satisfaction in August 2023, a useful counterweight when assessing new features.
A 2022 Forrester analysis linked weak CRM outcomes to unclear strategy, insufficient governance and poor change management. Technology has to be tied to defined processes, roles and outcomes. Training and follow-up after launch are part of the implementation.
A bounded trial is often more informative than a long feature list. Leaders can choose one process, agree what data must be recorded and measure whether the work becomes easier or more accurate. Integration, access control and long-term process ownership should be decided at the same time.
Sources and perspectives
ProsessPilotene: Voice bot tested in Dynamics 365 Contact Center
Forrester: High CRM Adoption But Low Satisfaction (15 August 2023)
Forrester: Poor Change Management Kills CRM Success (3 October 2022)
Forrester: Knowing When To Migrate To An Industry CRM (26 April 2024)
Further reading
Read the detailed guide
Practical follow-up
A voice bot needs to understand what the caller needs and transfer the conversation when it cannot help. Testing should cover both routine questions and situations requiring a staff member. The recording shows the Contact Center trial.
NBER: Generative AI at Work, 2023
Join the discussion
When should a staff member take over a customer enquiry from an automated service? Share your experience in the discussion.
The 2023 NBER study examined AI assistance for staff, rather than an autonomous voice bot. Its results do not establish the effect of this demonstration. They provide background for discussing collaboration between people and AI.
