In addition to the contact center agent desktop, service representatives frequently interact with multiple platforms to participate in meetings and trainings. Also, they might use various tools for managing customer interactions across channels. To prevent overbooking contact center service reps, presence APIs synchronizes their availability and reflects it in real time across all relevant systems. 

Dynamics 365 Contact Center provides presence synchronization APIs for server-to-server synchronization. These APIs allow for programmatically accessing and updating the status of service representatives, subscribing to presence change events, and maintaining consistent status updates across platforms. This ensures that service rep availability is accurate across all systems.  

To understand the practical application of presence synchronization APIs, let’s consider the example of Contoso Bank. Contoso Bank has developed a collaboration application for their bank managers who handle priority customer calls in Dynamics 365 Contact Center but also need to use the collaboration tool for internal communications. By leveraging the presence synchronization APIs, Contoso Bank can synchronize the availability of managers between the collaboration tool and Dynamics apps. This ensures that when a bank manager is on a call, their status appears in the collaboration tool, preventing any interruptions or overbooking. 

Presence APIs offer several key benefits to enhance your contact center operations: 

• Access and update presence status: Programmatically access and update the presence status of service representatives in Dynamics 365. This ensures their availability is accurate across all systems. 

• Avoid overbooking: Synchronize presence status to prevent service representatives from receiving multiple tasks simultaneously. This helps to avoid overbooking and potential service disruptions. 

• Cross-platform synchronization: Maintain consistent service representative status updates across platforms. 

How does it work? 

Presence APIs provide several methods to manage service representative availability: 

• Get presence: Retrieve the current presence status of a service representative. 

• Modify presence: Update the presence status of a service representative. 

• Subscribe to presence changes: Subscribe to presence change events to receive real-time updates. 

Learn more about presence APIs

To learn more, read the documentation: Synchronize service representative presence status across multiple systems | Microsoft Learn 

The post Synchronize service rep availability across platforms with presence APIs  appeared first on Microsoft Dynamics 365 Blog.

One year ago, Microsoft launched its Contact Center as a Service (CCaaS) solution, powered by AI. This is built on top of the existing Dynamics 365 Customer Service capabilities. Today, we’re excited to announce the launch of the Desktop companion application (DCA) to further seamlessly allow service representatives and customers to speak more reliably and efficiently. 

Faster connections, reliable service 

Web crashes, freezes, and refreshes occur as a part of routine service. But what if these web glitches didn’t have to disrupt your service?

We built DCA to ensure representatives and customers stay connected during web application malfunctions. This vision is already enhancing customer service outcomes at scale. Customers across the world, including VIVID, use DCA daily after starting as our first preview customer months ago.

VIVID is a major housing provider that used our CCaaS solution to transform both the customer and employee experience. Call abandonment rates have plummeted, average speed to answer has fallen from six minutes to under a minute, and digital engagement has surged. Since adopting the platform, customers have seen faster first responses, a decrease in Bluetooth connectivity issues, and calls handled with increased reliability without call drops.  

“Our calls are connecting quicker. It’s so speedy for agents to be able to answer the call and talk directly to them. The delay between accepting calls and being able to hear the customer has gone.” – VIVID 

Explore how VIVID enhanced customer and staff experiences

How to use DCA 

Once the admin for the organization installs DCA onto all service representatives’ machines, reps will be able to see all the important details of a call on the DCA screen. These details include calls on hold, active calls, and mute and end call buttons. The bottom line shows the connectivity status of DCA, and in the web application, a web browser extension does the same. 

Further, CSRs can set their own language and device settings while checking for updates in the Settings tab. 

With the Desktop companion application (DCA), contact centers can ensure a faster, more reliable calling experience for customers. Additionally, service reps can work more effectively with fewer disruptions.

Learn more  

Watch a quick video introduction.

Read the documentation: 

• Install and manage Desktop companion application for voice channel | Microsoft Learn 

• Use the Desktop companion application with the voice channel | Microsoft Learn 

The post Try Desktop companion application for Dynamics 365 Contact Center appeared first on Microsoft Dynamics 365 Blog.

Callbacks are a powerful way to reduce wait times and improve satisfaction. They allow customers to choose when they want to be contacted, eliminate the frustration of long hold times, and help contact centers manage customer service representative (CSR) workloads more efficiently. When implemented thoughtfully, callbacks can increase first-contact resolution, reduce abandonment rates, and improve overall customer trust and loyalty. 
 
With Dynamics 365 Contact Center’s CCaaS APIs, you can build intelligent callback workflows that respect customer preferences. 

Scheduling the callback with CCaaS_CreateProactiveVoiceDelivery 

You can use this API to schedule the callback within the customer’s preferred time window. 

Key Parameters: 

• DestinationPhoneNumber: Customer’s phone number. 

• ProactiveEngagementConfigId: Reference to the runtime configuration.  

• ContactId: CRM contact ID. 

• Windows: Preferred callback time slots. 

• InputAttributes: Optional JSON for personalization. 

Sample Request:

{ 
  "ApiVersion": "1.0", 
  "ProactiveEngagementConfigId": "cbbac510-3e66-ef11-a671-6045bd03d9d8", 
  "DestinationPhoneNumber": "+123456798", 
  "ContactId": "761e062f-c734-ef11-8e4f-00224808a166", 
  "Windows": [ 
    { "Start": "2024-09-10T13:00:00Z", "End": "2024-09-10T15:59:59Z" }, 
    { "Start": "2024-09-11T13:00:00Z", "End": "2024-09-11T15:59:59Z" } 
  ], 
  "InputAttributes": { 
    "type": "callback", 
    "customerNotes": "my printer is mixing colors" 
  } 
}

Real-world applications of callback scheduling 

Website callback widgets 

When a customer visits your support or contact page, a callback widget can offer immediate or scheduled callback options based on business hours and queue configurations.  

Mobile app click-to-call 

In industries like banking, insurance, or healthcare—customers often request help from their mobile app. Instead of routing them to a potentially long queue, the app can offer a “Call me now” (if it determines that the CSRs are available) or “Schedule a callback” option. 

Chatbot escalation 

When a chatbot reaches the limits of its capabilities, it can offer a callback instead of transferring to a live CSR. The bot can schedule the callback using the proactive voice delivery API. 

Voice AI agent deflection 

With CCaaS APIs, your IVR can detect when queues are full and offer a callback option to customers if the wait times are high. 

 By combining availability checks with scheduled callbacks, you can deliver callbacks that are timely, efficient, and customer friendly while optimizing CSR utilization. 

Learn more

To learn more, read the documentation: Use CCaaS_CreateProactiveVoiceDelivery API.

The post Smarter callbacks with availability-aware scheduling CCaaS APIs appeared first on Microsoft Dynamics 365 Blog.

The way sellers sell will change dramatically due to AI. In the ever-evolving landscape of sales, technology has consistently played a pivotal role in shaping strategies and outcomes. Each technological disruption has brought challenges and opportunities, from the shift to cloud computing to the advent of mobile work and the rise of social media platforms like LinkedIn. Reflecting on past disruptions is critical to navigating the future more effectively as we face another transformative wave with Microsoft Copilot and agents. 

See the latest offerings from Microsoft to help scale sales teams with Copilot and agents. 

The shift from on-premises to cloud computing 

The transition from on-premises solutions to cloud computing was a monumental shift that redefined the sales landscape. Companies that embraced the cloud early on reaped significant benefits, including scalability, cost-efficiency, and enhanced collaboration. However, this transition was challenging. 

Key pitfalls of the transition to cloud computing

• Security concerns. Many companies initially hesitated to move to the cloud due to security concerns. The fear of data breaches and losing control over sensitive information led to resistance and slow adoption. 
• Integration challenges. Integrating cloud solutions with existing on-premises systems proved to be a complex and time-consuming process. Companies that underestimated the integration effort faced operational disruptions. 
• Change management. The shift to the cloud required a cultural change within organizations. Companies that could have managed this change effectively struggled with employee resistance and low adoption rates. 

What shifting to cloud computing processes teaches us about AI adoption

• Address security concerns early. Like cloud computing, security is a primary concern with AI solutions like Copilot and agents. Companies should invest in robust security measures and communicate these effectively to build trust. In addition, companies will want to use language models that are not trained using company data. 
• Plan for integration. AI must integrate seamlessly with existing systems and workflows. A well-thought-out integration plan will be crucial to avoid disruptions. Using AI in the tools that organizations are already using will allow for a smoother implementation. 
• Focus on change management. AI will significantly change how teams operate. Effective change management strategies, including training and clear communication, will drive adoption. Implementing Copilot and agents within existing applications can lower the entry barrier, allowing employees to experiment without learning a whole new application. 

To help ensure successful adoption across your organization, explore the Microsoft 365 Copilot for Sales Success Kit to accelerate sales transformation with AI.

The advent of mobile work 

The introduction of mobile phones and the ability to work through apps revolutionized sales. It allowed sellers to access information, communicate with clients, and close deals from anywhere, any time. This mobility brought unprecedented flexibility and efficiency, but also introduced new challenges. 

Key pitfalls of working through mobile phones and apps

• Data security. Mobile devices became a new target for cyberattacks, and companies had to grapple with securing sensitive information on these devices. 
• Device management. Managing a diverse range of devices and ensuring compatibility with enterprise systems was a significant challenge. 
• Work-life balance. The ability to work anytime, anywhere blurred the lines between work and personal life, leading to burnout and decreased productivity. (I’m sure many of us can relate to that still today.) 

What working via mobile teaches us about AI adoption

• Enhance data security. As AI tools become more prevalent, ensuring the security of data generated and used by these tools will be paramount. 
• Standardize tools. To avoid compatibility issues, companies should standardize the generative AI tools and platforms they currently use. 
• Promote work-life balance. Generative AI can enhance productivity, but setting boundaries to prevent burnout is essential. Encourage employees to use AI tools to work smarter, not harder. 

Explore tools, practices, and policies Microsoft has created to uphold responsible AI principles. 

Selling on social media: The LinkedIn revolution 

The rise of LinkedIn transformed sales by providing a platform for networking, lead generation, and brand building. Sellers that used social media platforms gained access to new leads and opportunities. However, the platform also presented new challenges. 

Key pitfalls of using social media for sales

• Content overload. With the influx of content on LinkedIn, standing out became increasingly difficult. Companies that could have created compelling and relevant content struggled to capture attention. 
• Authenticity issues. The pressure to maintain a professional image led to inauthentic interactions, which could damage trust and relationships. 
• Metrics misalignment. Many companies focus on vanity metrics like likes and shares rather than meaningful data points such as engagement and conversion. 

What selling on social media teaches us about AI adoption

• Create valuable content. Copilot and agents can help create high-quality, relevant content that resonates with the target audience. Focus on value rather than volume. 
• Maintain authenticity. Use AI to augment and enhance, not replace, human interactions. Authenticity should remain at the core of all AI-powered communications. 
• Measure what matters. Define clear metrics for success and focus on outcomes that drive business value, such as lead generation and conversion rates. 

The opportunity for early adopters of AI 

Being an early adopter of Copilot and agents presents a unique opportunity to gain a competitive edge. Companies that embrace this technology can expect several benefits: 

• Enhanced productivity. Copilot and agents can help automate repetitive tasks, allowing sales teams to focus on high-value activities. 
• Personalized customer experiences. AI-powered insights can help tailor interactions to meet individual customer needs, improving satisfaction and loyalty. 
• Innovative solutions. Early adopters can use AI to develop creative solutions and stay ahead of the competition. 

The lessons learned from previous tech disruptors provide a valuable roadmap for adopting Copilot and agents into your sales processes. By applying these learnings, companies can avoid common pitfalls and unlock the full potential of AI to drive growth and innovation. The future of sales is bright with the power of AI, and those who learn from the past will be best positioned to lead the way and succeed. 

Microsoft Dynamics 365 Sales

Optimize your sales with next-generation AI and insights.

Learn more

The post AI in sales: Applying historical lessons to modern challenges  appeared first on Microsoft Dynamics 365 Blog.