MetriNote – Microsoft Introduces Standalone, AI-First CCaaS Solution

Author: Beth Schultz, VP of Research & Principal Analyst What's the news? June 4, 2024 – Microsoft has announced Microsoft Dynamics 365 Contact Center, a standalone contact center-as-a-service (CCaaS) platform coupled with the company’s Copilot generative artificial intelligence (AI) services. Capabilities include pre-integrated Microsoft Copilots for digital and voice channels, enabling companies to support context-aware, personalized interactions and self-service experiences; intelligent unified routing across channels; real-time conversation tools such as sentiment analysis and translation; AI-generated content, such as interaction summaries, emails, and responses; and generative AI-based real-time reporting on operational issues. Dynamics 365 Contact Center will be generally available on July 1; pricing details are not yet announced.