What is Digital Contact Center Platform?

  • Article

Microsoft Digital Contact Center Platform is a comprehensive but flexible solution for contact centers. It delivers best-in-class AI to power self-service experiences, live engagements, collaborative agent experiences, business process automation, advanced telephony, and fraud prevention capabilities.

Enable omnichannel engagement and intelligent self-service

Customers use multiple channels to communicate with a brand. Digital Contact Center Platform makes it easy to meet customers via the channels that they're comfortable with, from voice to digital messaging, through secure and protected interactions.

With Digital Contact Center Platform, your business can:

  • Resolve customer needs quickly through customer self-service, and enable scale through automation of repeated tasks and sophisticated transactions.
  • Intelligently connect customers to virtual and live agents that have appropriate skills, experience, capacity, and availability, and give agents AI-powered recommendations.
  • Deliver personalized omnichannel service across voice and digital engagement channels, including support for major social messaging platforms. Provide richer service engagement through Teams voice and video that are embedded in Dynamics 365 Customer Service.

Personalize and protect customer interactions

Digital Contact Center Platform uses AI and deep analytics to anticipate customer requests, predict intent, and provide rapid resolution. Customer experiences are protected through integrated biometric identification, authentication, and fraud prevention, to help build and maintain brand trust.

Digital Contact Center Platform:

  • Uses biometric authentication to authenticate customers.
  • Secures every customer and employee interaction, and prevents fraud while uncovering fraud patterns and attack vectors.
  • Provides insights into how customers interact with the brand throughout their journey. Customer journey analytics help improve customer acquisition and tailor personalized offers.
  • Understands why customers are calling and customizes the experience to anticipate their needs through AI intent prediction.

Improve agent productivity and modernize case management

You can empower agents to serve your customers by bringing the right information, people, and insights directly into the flow of work through Context IQ. Context IQ provides intelligent response recommendations and sentiment analysis to enable fast resolutions.

Digital Contact Center Platform:

  • Give agents a 360-degree view of customers and their journey. Agents can seamlessly manage customer requests from any channel and handle multiple sessions concurrently.
  • Empowers agents with personalized conversational intelligence and sentiment analysis. The next-best response and offer recommendations help create valuable up-sell and cross-sell opportunities.
  • Helps agent identify resolutions through AI-recommended knowledge articles.
  • Automates how agents can quickly and efficiently bring together experts to resolve an open case through intelligent case swarming. In a single click, agents can collaborate with experts who are matched based on their skill set and expertise.

Next steps

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