Normalized claim
Time: 12% decrease
Reduced average chat handle time by 12%.
1-800-Flowers.com and MSC Mediterranean Shipping Company Elevate Customer Service Experience
Use case typeCustomer service automationUpdated Jun 13, 2026
Microsoft launched Dynamics 365 Contact Center as a Copilot-first, cloud-based solution to transform customer service through generative AI integration. The solution unifies digital and voice channels and provides intelligent routing, self-service, and real-time insights for agents and managers. The Microsoft Customer Service and Support team adopted the solution internally, achieving significant improvements in operational efficiency and customer outcomes—reducing average chat handle time, improving first call resolution, and reducing missed routing. Customers such as 1-800-Flowers.com and MSC Mediterranean Shipping Company experienced elevated customer interactions and streamlined service operations. The platform includes pre-integrated Copilots for self-service automation (digital and voice), AI-powered agent assistance, real-time analytics, transcription, translation, and knowledge-grounded agent replies. Built natively on the Microsoft cloud, Dynamics 365 Contact Center is compatible with multiple CRMs and scales across all customer touchpoints, with sophisticated operational controls and reporting. Organizations saw metric-driven improvements, including KPI optimization across all support functions and increased customer satisfaction.
- Organization
- 1-800-Flowers.com
- Industry
- Other
- Location
- United States
- Published
- June 2024
Reported outcomes
Time: −12%
Time & speed
Impact: −13%Impact: +31%Impact: −20%
Catalog median for time & speed deployments: −50% across 295 reported metrics. Compare benchmarks →
Why do we believe this?Outcome claims, sources, and evidence checks
Normalized claim
Quantified impact: 13% decrease
Decreased peer assistance by 13%.
Normalized claim
Quantified impact: 31% increase
Improved first call resolution by 31%.
Normalized claim
Quantified impact: 20% decrease
Lowered missed routing by 20%.
Why do we believe this deployment?Customer identity, provider attribution, maturity, and source checks
- Customer
- 1-800-Flowers.com, MSC Mediterranean Shipping Company
- Provider
- Microsoft
- Maturity
- Production
- Linked source
- blogs.microsoft.com
The Microsoft Customer Service and Support team adopted the solution internally, achieving significant improvements in operational efficiency and customer outcomes—reducing average chat handle time, improving first call resolution, and reducing missed routing
Customer identity supportedSource describes one deploymentMaturity supported
Primary read
Use case focus
Showing 3 of 3
- 1AI-Assisted Contact Center Operations
- 2Automated Omni-channel Self-Service
- 3Real-Time Agent Guidance and Analytics
- Deployment of Dynamics 365 Contact Center, integrating voice and digital channels through generative AI.
- Automated self-service for customers using Copilot technology.
- Intelligent unified routing to direct cases to the most suitable agents, aided by real-time analytics and sentiment analysis.
- Provision of a single agent workspace with integrated conversation summaries, knowledge sources, and AI-powered productivity tools.
Technologies
- Reduced average chat handle time by 12%.
- Decreased peer assistance by 13%.
- Improved first call resolution by 31%.
- Lowered missed routing by 20%.
Sources & evidence3
Evidence: Medium60/100Evidence strength
- Customer explicitly identified
- Deployment status explicitly supported
- Quantified outcome available
- Technical implementation details available
- Multiple corroborating sources available
ExpandedExpanded
The same organization appears in newer AI deployment evidence.
- Same organization re-documented as recently as 2025.
Measures whether this deployment's public evidence persists — not whether the system is still in production.
Type: Blog PostPublished: Jun 4, 2024Publisher: blogs.microsoft.comEvidence: VendorConfidence: Medium
AI-generated summary. Verify important details with the linked sources before relying on this case.
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