Microsoft Dynamics 365 Contact Center Reviews

Pros

Having the full customer journey in one view has been incredibly valuable especially being able to see both previous and upcoming touchpoints. We're also excited about bringing all omnichannel communication into a single place so employees have everything they need in front of them. On top of that, using Copilot to support our employee knowledge base has turned out to be a major win.

Cons

The telephony side is still quite weak and that makes it harder to give proper attention to the platform's other capabilities. The absence of true real-time analytics has also been a big challenge although it sounds like an upcoming release is intended to address that.

Pros

Working within the broader Microsoft ecosystem is a big plus here. Everything connects well with the other tools which helps simplify workflows and makes day-to-day work more efficient.

Cons

Getting everything set up and configured can take a little extra time since the process is somewhat complex.

Pros

The overall product quality has been excellent and the support team has been just as strong. Whenever we reach out to their team about an issue, they respond almost immediately and work to get it resolved right away.

Cons

Up to this point, we haven't run into any problems with either the product or the service.