Microsoft Pulls Its CCaaS Solution Closer to Teams

Charlie Mitchell

Dig into the latest features added to Dynamics 365 Customer Service

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Microsoft Pulls Its CCaaS Solution Closer to Teams

A new wave of features will soon become available on Microsoft Dynamics 365 Customer Service, the technology pioneer’s CCaaS solution.

Each feature revolves around Microsoft’s aim to “create a more unified experience for customers, agents, and supervisors.”

New capabilities that align the CCaaS platform with Microsoft Teams are central to this objective.

First off is a new “support swarm” feature. Available on the agent desktop, it allows reps to send messages to subject matter experts (SMEs) across the organization through an embedded Teams chat window.

The SME is then notified through Teams, allowing them to communicate with agents without having access to any contact center technology.

Interestingly, Salesforce released a similar capability in its Summer ’22 release, aligning its Service Cloud closer to Slack.

Microsoft seems to have taken this concept and ran with it, adding auto-summarized conversations for agents.

These auto-summarizations capture the customer’s issue, which the rep can pass on to the SME in the embedded Teams window.

In doing so, it saves agents valuable time in trying to re-explain complex customer problems to SMEs. Instead, they can get straight to the crux of the issue.

Both features will become generally available in October 2022 to Dynamics 365 Customer Service customers.

Dynamics 365 Customer Service is the central cog within the recently launched Microsoft Digital Contact Center Platform.

At the time of its release, many voiced their surprise that Microsoft had not made more of an effort to link its contact center offerings with Teams.

One such person was Dave Michaels, Lead Analyst at TalkingPointz.com. Talking to CX Today shortly after its launch, Michaels stated:

It’s not quite the announcement we’ve all been waiting for. Everyone is waiting for the Teams and Dynamics, UCaaS and CCaaS combination to happen. They’re not quite there yet, but they’re dancing around it. It’s in here somewhere, but if and how it is integrated isn’t really explained.

The release of the new features sheds light on this and how Microsoft will move forward in integrating their UCaaS and CCaaS solutions.

Future knowledge management, routing, and video capabilities that combine the power of both technologies are also possible.

Yet, bringing the focus back to the newly released features, not all center on Teams.

Indeed, Microsoft also evolved the layout of its customer service workspace, added call overflow enhancements, and increased its support for voicemail and call-backs.

Learn more about these features – and those relating to Teams – by watching the video below.


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