POWER PLATFORM ARCHITECT
Ask three people what a Dynamics 365 Contact Center costs and you get three answers and a shrug. Customer Service Premium or Enterprise plus the Contact Center add-on? What happens to Copilot credits when you switch on the AI
Capgemini's research puts citizen satisfaction with government customer service at 25%, last of every sector we surveyed. The tools to move that number are finally good enough. Microsoft Dynamics 365 Contact Center is a platform I would happily put in front of a regulator.
Routing diagnostics left Dynamics 365 and moved to Azure Application Insights. So I built Conversation Diagnostics for Dynamics 365: the FastTrack Dynamics 365 diagnostics dashboard, running inside Dynamics, with plain-language explanations of every routing decision.
Three tenders crossed my desk in the past two weeks. All three demanded on-premises, or a supplier regulated entirely inside the EEA. All three cited the new Dutch cloud policy from 3 July. So I read it. Twice.
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Generative AI IVR streamlines customer service, but automation alone isn't enough. AI handles routine queries, yet human agents provide empathy, judgment, and problem-solving. This post explores how to balance both using Microsoft Copilot Studio, ensuring efficiency without losing the human touch.
Businesses can improve their self-service capabilities and reduce agent workload when they integrate voice-enabled copilots through customer service platforms. Copilot Studio offers the latest speech IVR technology that has dual-tone multi-frequency input, silence detection, and barge-in control.
Generative AI is reshaping IVR systems. Discover how to transform your customer service with Microsoft Dynamics Customer Service and Copilot Studio for intelligent, voice-optimized, and efficient interactions.