The newly announced Dynamics 365 Contact Center is all the talk in the Microsoft world these days. For good reason – it is really incredible! Announced on June 4, 2024, it teases the new Copilot-first contact center solution that delivers generative AI to every customer engagement channel. Talk about a game changer – this solution has it all.
It seems to be the AI-driven replacement for Omnichannel, bringing together all communication channels one can have with their customers and prospects. I was fortunate enough to attend an event at my local Microsoft meeting where we had several individuals who work for Microsoft’s Customer Service product attend. There is so much excitement around this! Deservedly so! But when I started asking questions where I was confused…. I was told to “wait until July 1st.” July 1, 2024, is when this is all generally available – and when I suspect we will get all of our questions.
The following paragraphs are how I understood this to work – this is not from any documentation and currently (pre-July 1st), I am having a hard time finding any of this information to confirm or deny what you will read here.
First, I recall hearing in a presentation delivered by Microsoft at this local, regional event, that the Contact Center is built on top of Copilot in Customer Service. This makes complete sense to me since it is Copilot and AI-driven.
I also recall hearing that it works in conjunction with Copilot for Customer Service. (If you missed the importance of prepositions with this product line, see my earlier blog post about this here!). Hearing about Contact Center made me feel like it was simply the combination of AI + Omnichannel, the latter being a completely separate SKU for customers and partners to purchase.
Which brings me to three larger questions that I suspect will be answered on July 1:
1. Do I need to purchase Copilot for Customer Service first to use the Contact Center? Or will it work if I only have Copilot in Customer Service?
2. Is the Contact Center replacing Omnichannel? Or will Omnichannel still exist for those Dynamics 365 for Service users who don’t leverage the Copilot extensions needed to power the Contact Center?
3. How much will all of this cost? Is there a bundled product if I go with Contact Center (gosh I hope so!) that includes the necessary Copilot pre-requisites?
Stay tuned, Dynamics and Copilot afficionados… I do suspect we will learn more very soon.
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