This video details new features in the Microsoft Dynamics 365 Digital Contact Center Platform Release Wave 2, emphasizing the integration of Generative AI capabilities, specifically through Copilot.
Key enhancements include intelligent routing based on idle time, a Copilot-generated summary to quickly provide agents with context, and AI-powered suggestions for resolving issues. The update also focuses on improving collaboration with features like enhanced consultant transfer and the ability to easily initiate a Teams call with screen sharing directly from the case page, ultimately aiming to boost agent efficiency and customer service insights.
