Dynamics 365 Contact Center

Copilot Serivce Workspace (aka. Contact Center) is great Addon for Dynamics 365 Customer Service. It’s purpose is to handle direct customer interaction. It supports different channels like Chat, SMS and Phone calls. You can configure customer routing, e.g.

• Priority based (Silver / Gold)
• Callcenter agent compentency (e.g. Sales, Technic)

Copilot adds values to the solution:

• Copilot can be used to generate Knowledge Base articles based on cases
• Copilot can summarize cases and propose solutions based on Kbx articles.
• Copilot can handle customer chats as well as customer phone calls

I’ve created a short video to demonstrate Dynamics 365 Concact Center capabilities: