We need to talk about... Dynamics 365... Dynamics 365 Contact Centre Agent Experience

Today, I continue my series of posts on everything Dynamics 365 Contact Centre, where I will cover some of the initial configuration elements. In this third post, I will walk through the overall agent experience and how the solution provides everything from call handling, to reporting and Copilot all within the unified agent workspace.

User Experience in Dynamics 365 Contact Centre

The Microsoft Dynamics 365 Contact Centre, as already highlighted in this blog series, is a customer-centric, AI-driven solution with omnichannel capabilities aimed at improving both the user experience for agents and customers.

Unified Agent Workspace

The agents themselves now have access to a new Contact Centre Workspace, which acts as a centralised hub designed for efficiency and ease of use. Agents manage concurrent sessions, each supporting multiple tabs, allowing multitasking without losing context. This structured interface ensures that customer interactions are handled promptly and effectively.

Below you can see a list of current items for the agent to work on, such as emails in a queue, cases assigned to them as live calls. The central section of the interface presents all case information for the current task being handled and to the right we have everything from agent scripts, knowledge base search, team integration and Copilot.

AI-Powered Assistance with Copilot

The integration of Copilot massively improves the agent experience, and the fact that it is embedded directly within the solution means the agents do not need to leave the Contact Centre screen to take advantage of Copilot's features

By bringing Copilot and generative AI into the agent experience, Copilot assists agents in real-time by:

• Providing contextual knowledge and customer data to resolve queries efficiently.

• Summarising conversations and suggesting next best actions.

• Automating routine tasks allows agents to focus on complex issues.

This intelligent assistance not only boosts productivity but also enhances customer satisfaction through timely and accurate responses.

Omnichannel Engagement

Dynamics 365 Contact Centre supports a wide array of communication channels, including

• Voice calls

• Live chat

• SMS

• Email

• Social media platforms

• Microsoft Teams

This omnichannel approach ensures that customers can reach out through their preferred medium, while agents manage all interactions within a unified interface.

Intelligent Routing and Automation

The unified routing system works across all of the above mentioned channels to provide the solution with the ability to

• Assign incoming service requests to the most suitable agents based on skills and availability.

• Automate work distribution, reducing manual intervention.

• Enhance operational efficiency by ensuring timely responses.

Such intelligent routing minimises wait times and ensures that customer issues are addressed by the right personnel.

Enhanced Supervisor Tools

For supervisors and managers, Dynamics 365 Contact Centre offers a range of tools to monitor and review operations:

• Real-time dashboards displaying key performance indicators (KPIs).

• Sentiment analysis to gauge customer satisfaction.

• Customisable reports to track agent performance and identify areas for improvement.

These insights allows team leads to make informed decisions, ensuring continuous service excellence.

Seamless Integration and Customisation

And it goes without saying that Dynamics 365 Contact Centre seamlessly integrates with:

• Dynamics 365 Customer Service (shown below)

• Microsoft Teams for internal collaboration.

• Outlook for email communications.

• Power Platform for App development

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This allows partners to tailor the contact centre to cliebts unique needs, improving both agent workflows and customer interactions.

Conclusion

So, to sum up the above features and functionality, it is clear to say that Microsoft Dynamics 365 Contact Centre provides a consolidated user experience through AI-driven tools, multi-channel support, and seamless integrations with existing Dynamics 365 and Microsoft 365 tools. Agents are assisted through intelligence, and supervisors are equipped with actionable insights.

I hope you enjoy this post on Dynamics 365 Contact Centre User Experience and I will continue the series in my next post, talking specifically about the detailed configuration of some elements and tasks needed to deploy the solution. Take Care, Speak Soon!