Microsoft Digital Contact Center Platform

Exceptional engagement as the rule. Ensure your service and operations always exceed customer expectations—no matter how they connect with you.

Discover how Nuance, Dynamics 365, and Microsoft Teams could shape the future of your contact center.  Learn more

More ways to say hello

Meet customers on the channel they choose and provide tailored service options.

Show them you know them

Recognize and quickly connect with customers to personalize and help secure interactions.

Make agents’ work effortless

Help service agents resolve issues faster and create new revenue opportunities.

Run your business fast and lean

Cut costs by working from a single platform that provides insights and adapts to future needs.

Deliver exceptional customer engagements

  • A video detailing how Microsoft Digital Contact Center Platform helps create meaningful customer engagements and supports engagement across multiple channels.

    Engage across multiple channels

    Support customers by giving them the choice to connect in ways that work best for them.

    Voice and telephony

    Quickly set up phone systems for agents to assist customers on a scalable platform built, owned, and operated by Microsoft.

    Digital engagement channels

    Connect with customers through email, virtual assistants, chatbots, text messages, and social messaging channels.

    A video showing a conversation between a chatbot and a customer that utilizes conversational and personalized self-service to help the customer help themselves.

    Self-service IVR and chatbots

    Help customers help themselves with interactive voice response (IVR) technology that provides conversational and personalized self-service.

    Intelligent routing

    Resolve problems faster with intelligent unified routing that classifies issues and assigns them to the right agent.

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  • Personalize and help safeguard interactions

    Put your customers at ease and make them feel known, understood, and supported.

    Customer and channel analytics

    Capture and analyze all channel, agent, and customer interactions to uncover insights that help you improve customer experiences.

    An animation showing a conversation between an agent and a customer that displays how predictive targeting can help agents proactively engage with customers and incentivize sales.

    Predictive targeting

    Track and analyze customer behaviors to personalize interactions, reduce cart abandonment, and boost revenue.

    An animation showing how a customer’s voice and behavioral pattern can be used to verify them and assist them faster.

    Biometric authentication

    Use voice and behavioral pattern recognition for a fast and personalized way to verify customer identities.

    An animation of a person using their voice to verify a purchase before it is made minimizing the risk of fraud.

    Biometric fraud detection and prevention

    Help identify potential fraud and disrupt attempts through biometric detection that combines risk engines, anti-spoofing technology, and fraud data.

    Customer data platform

    Bring together transactional, behavioral, and demographic data to get a 360-degree view of the customer and discover actionable insights.

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  • Improve agent productivity

    Provide your team with AI-driven tools to quickly resolve customer issues and build loyalty.

    An animation showing the agent desktop that allows call transcripts, insights, customer history and more to be viewed at the same time.

    Agent desktop

    Enable your agents to do their best work with an all-in-one, multisession desktop experience, including profile histories and engagement transcripts.

    Agent assistance

    Help agents be more efficient with AI assistance that provides real-time insights, visibility into active conversations, and proactive recommendations.

    Knowledge management

    Reduce response rates by giving agents the right information at the right time with access to AI-suggested knowledge articles.

    Sentiment analysis

    Monitor customer engagements in real time and help agents provide personalized responses through contextual AI.

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  • Increase acquisition and revenue

    Identify opportunities for growing a loyal customer base.

    An animation showing how the agent was able to proactively engage a customer about their cart based on predictive targeting.

    Predictive targeting

    Track and analyze customer behavior and information to identify engagement opportunities, reduce cart abandonment, and increase revenue.

    Agent assistance

    Provide your team with AI-powered tools and resources that help improve productivity and lower costs while reducing turnover rates and ramp-up times.  

    Virtual assistants and chatbots

    Quickly resolve customer inquiries, provide product recommendations, and grow upsell and cross-sell revenue with personalized offers and discounts.

    An animation showing a customer starting a conversation with a live agent, the agent guiding the customer through th  annotated co-browsing and utilizing async to continue the conversation later when the customer was ready.

    Live assist

    Improve service by assessing and routing inquiries from digital channel customers to the best-skilled live agent.

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  • Simplify Contact Center infrastructure

    Streamline and automate processes with solutions that deliver simplicity and flexibility.

    A diagram showing how voice, CRM, ticketing and digital engagement are all united under one unified platform.

    Single, unified platform

    Increase efficiency and reduce costs by bringing together contact center infrastructure, contact center AI, and your customer engagement center software solutions on a single platform.

    No-code, low-code, and pro-code AI development

    Quickly and easily create in-house solutions with conversational AI tools that maintain and enhance consistent enterprise-grade, omnichannel customer experiences.

    A diagram showing how insights, biometric verification, customer conversations, history, and more are all united under one platform.

    Open, extensible, adaptive platform

    Ensure natural, conversational experiences for agent and customer engagements—on any platform—with API-driven AI, security, and analytics technologies.

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Assess your contact center capabilities

Evaluate your organization’s level of customer service—identify existing gaps and learn how to build a customer-centric contact center.

Real customers. Real stories.

Trains lined up in a depot.

Laying the track for new opportunities

Siemens Mobility gained greater visibility into its sales and customer service with a new CRM system built with Dynamics 365.
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Making game day even better

The Miami Dolphins created a chatbot that has handled 40,000 conversations with fans, resolving 97 percent of inquiries, while increasing customer satisfaction.
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Prioritizing service for senior citizens

Telefónica used Nuance Gatekeeper for their digital call center to quickly identify customers over the age of 65 and route them to priority service during the pandemic.
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Banking on better relationships

NatWest boosted its Net Promoter Score by more than 25 points after enhancing customer interactions with Dynamics 365 Customer Service.
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Reducing product repair time

SHI Cryogenics Group cut repair time for its cryogenics equipment from two months to two weeks with the help of Dynamics 365 Customer Service.
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Explore digital contact center products

Dynamics 365 Customer Service

Provide exceptional, personalized, seamless service across the channels your customers use.

Azure Communication Services

Deploy your applications across any device, on any platform.

Nuance Digital Engagement Platform

Engage with customers on their terms with the latest AI innovations and assisted service.

Power Virtual Agents

Easily build chatbots to engage conversationally with your customers and employees.

Nuance Conversational IVR

Enable customers to talk to the IVR in their own words without the need for agent help.

Azure Active Directory (Azure AD)

Secure your environment with multicloud identity and access management.

Dynamics 365 Customer Service

Provide personalized and exceptional service to earn customers for life.

Dynamics 365 Customer Insights

Better understand customer behavior and turn customer data into actionable insights.

Nuance Digital Engagement Platform

Engage with customers on their terms with the latest AI innovations and assisted service.

Nuance Gatekeeper

Authenticate and prevent fraud with a cloud-native biometric security solution.

Dynamics 365 Customer Service

Get the right customer information at the right time with AI-driven productivity tools.

Microsoft Teams

Simplify communication and collaboration to accomplish more across your service and support teams.

Power BI

Make informed, confident business decisions by giving everyone data-driven insights.

Nuance Agent Coach

Provide agents with AI-based insights and recommendations.

Nuance Contact Center AI

Add an intelligent engagement layer to your contact center operations.

Nuance Gatekeeper

Authenticate and prevent fraud with a cloud-native biometric security solution.

Nuance Digital Engagement Platform

Engage with customers on their terms with the latest AI innovations and assisted service.

Nuance Digital Engagement Platform

Engage with customers on their terms with the latest AI innovations and assisted service.

Nuance Agent Coach

Provide agents with AI-based insights and recommendations.

Dynamics 365 Customer Service

Provide exceptional, personalized service across channels with an all-in-one contact center.

Nuance Contact Center AI

Add an intelligent engagement layer to your contact center operations.

Microsoft Teams

Simplify communication and collaboration to accomplish more across your service and support teams.

Microsoft Power Platform

Analyze data, build solutions, automate processes, and create virtual agents.

Nuance Mix

Create and maintain consistent enterprise-grade, omnichannel customer service experiences.

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Improve your contact center with help from a Microsoft partner

Accenture Avanade

Accenture

Create new strategies and solutions to drive service innovation and growth in the digital era.

EY

EY

Transform your contact center to meet your end-customers where they want to connect.

Genesys

Genesys

Create more memorable customer experiences powered by unified data and AI.

HCL

HCL

Re-evaluate your solution to deliver superior levels of service—whether a small company or large organization.

Hitachi Solutions

Hitachi Solutions

Bring consulting, implementation, and integration expertise together with training and support services.

KPMG

KPMG

Draw on the deep experience of professionals helping to build and transform value-based solutions for a sustainable, competitive advantage.

NICE

NICE

Cultivate great customer experiences and help improve the lives of both your customers and service agents.

PwC

PwC

Create lasting business outcomes that help solve your most important customer service challenges.

Tata Consultancy Services

TCS

Reimagine the customer experience by combining AI, automation, and agile processes.

TTEC Digital

TTEC

Bring total experience transformations to life through CX design and CX technology orchestration.

Explore resources for service solutions

Get started with the Microsoft Digital Contact Center Platform

Learn more about this digital service solution. Contact your account representative or sign up for resources to make the most of this contact center platform.
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