Unsurprisingly, Customer Contact Week has proven to be an incredibly busy time in the CX space.
We've seen Microsoft boasting a "copilot-first CCaaS solution, Five9 integrating Salesforce's Einstein tool, an SAP acquisition, and HubSpot's latest sensitive data capabilities.
Here are the extracts from some of our most popular news stories over the last seven days.
Microsoft Announces a “Copilot-First” CCaaS Solution: The Dynamics 365 Contact Center
Microsoft has launched a “standalone” CCaaS solution: the Dynamics 365 Contact Center.
Generally available on July 1, 2024, the solution connects to a business’s existing CRM system and applies generative AI to “every” customer engagement channel.
In doing so, Microsoft labels its solution “Copilot-first”, with GenAI-fuelled use cases that support customers, agents, and other contact center users.
But it’s not all a Copilot story. Microsoft has added IVR tech from Nuance, intelligent unified routing, and real-time reporting to the platform.
Moreover, as Jeff Comstock, CVP of Dynamics 365 Customer Service, writes in a Dynamics blog post:
Dynamics 365 Contact Center is built natively on the Microsoft cloud to deliver extensive scalability and reliability across voice and digital channels, and routing, while at the same time allowing organizations to retain their existing investments in CRM or custom apps.
Yet, unsurprisingly, the emphasis is once again on Copilot and generative AI, with the tech giant promising to infuse the latter across every contact center workflow
That goes beyond communication channels to self-service, agent experience, and triaging – with the overarching goal of bolstering customer, employee, and business outcomes (Read on...).
Five9 Integrates Salesforce’s Einstein into its AI Suite
Five9 has revealed that its latest release of Five9 for Service Cloud Voice with Partner Telephony will include Saleforce’s Einstein.
Einstein is a generative AI solution, designed by the CRM giant Salesforce to enhance customer interactions by creating intelligent, customised recommendations to service teams based on extensive datasets.
This product partnership represents the latest collaboration between the two customer experience (CX) providers and will strengthen Five9’s existing AI offering.
Dan Burkland, President, Five9, listed some of the benefits its customers can enjoy by incorporating Einstein: “Five9 understands the power of elevating the customer experience through innovative technology and seamless integrations.
Our collaboration with Salesforce pushes the boundaries of what is possible.
According to Five9, the combination of Einstein and Five9’s own set of AI solutions will help to improve CX, increase the understanding of operational health from a management perspective, and assist agents in providing better responses to customer requests.
