What challenges did the organization face before AI implementation?

Microsoft’s Customer Service and Support team relied on 16 separate systems and over 500 individual tools. Global customers demand scalable, AI-driven contact center solutions integrated with existing CRM systems, not limited to Dynamics 365. Service leaders struggle to optimize KPIs such as average handle time, first call resolution, and missed route rate. Agent productivity was hampered by manual, repetitive tasks and insufficient context for live resolution.

What was the impact of the AI solution?

12% decrease in chat handle time for service agents. 13% reduction in need for agent peer assistance. 20% decrease in missed routes for service tickets.

Source

MicrosoftEvidence: Low20/100

Microsoft Streamlines Global Customer Support Operations

Use case typeCustomer service automationUpdated Jun 13, 2026

Microsoft launched Dynamics 365 Contact Center, a global Contact Center as a Service (CCaaS) solution designed to scale for enterprises worldwide. The platform integrates advanced generative AI, Copilot automation, and intelligent routing to streamline customer support across digital and voice channels. Unlike previous solutions, it is CRM-agnostic, supporting not only Dynamics 365 but also Salesforce and custom CRMs, enabling broader adoption. Automation from Nuance AI and Copilot Studio enables self-service and IVR, while agents receive AI-powered tools such as sentiment analysis, live translation, real-time conversation summaries, transcription, email drafting, and contextual assistance. Analytics dashboards empower leaders to optimize KPIs and workforce productivity. With prebuilt integrations and 17 major global system integrators ready at launch, Microsoft’s internal Customer Service and Support organization used the platform to achieve notable efficiency and service gains. The platform is immediately available globally, supporting over 240 countries and 30 languages.

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

Time: 12% decrease

nojitter.comJun 4, 2024UnknownInferred claimLow evidence strength

12% decrease in chat handle time for service agents.

Normalized claim

Quantified impact: 13% decrease

nojitter.comJun 4, 2024UnknownInferred claimLow evidence strength

13% reduction in need for agent peer assistance.

Normalized claim

Quantified impact: 31% increase

nojitter.comJun 4, 2024UnknownInferred claimLow evidence strength

31% increase in first call resolution.

Normalized claim

Quantified impact: 20% decrease

nojitter.comJun 4, 2024UnknownInferred claimLow evidence strength

20% decrease in missed routes for service tickets.

Why do we believe this deployment?Customer identity, provider attribution, maturity, and source checks

Customer: Not established
Provider: Microsoft
Maturity: Unknown
Linked source: nojitter.com

No explicit deployment-stage evidence found.

Customer identity supportedSource describes one deploymentMaturity evidence evaluated

Primary read

Use case focus

Showing 3 of 3

1Global AI-Powered Contact Center Automation
2Multilingual Agent Assistance Using Generative AI
3Cross-CRM Contact Center Integration for Enterprises

Microsoft’s Customer Service and Support team relied on 16 separate systems and over 500 individual tools.
Global customers demand scalable, AI-driven contact center solutions integrated with existing CRM systems, not limited to Dynamics 365.
Service leaders struggle to optimize KPIs such as average handle time, first call resolution, and missed route rate.
Agent productivity was hampered by manual, repetitive tasks and insufficient context for live resolution.

Developed a standalone CCaaS offering powered by Dynamics 365 and infused throughout with generative AI and Copilot capabilities.
Integrated AI features including self-service IVR (via Nuance) and Copilot Studio’s no-/low-code automation for personalized digital and voice experiences.
Enabled CRM-agnostic deployment supporting Dynamics 365, Salesforce, and custom-built CRMs.
Delivered real-time agent tools: AI-driven conversation summaries, sentiment analysis, translation, transcription, and automated assistance.
Analytics tools help leaders spot and address issues, optimize operations, and rapidly improve essential KPIs.

Technologies

Dynamics 365 Copilot AI Azure Communication Services

12% decrease in chat handle time for service agents.
13% reduction in need for agent peer assistance.
20% decrease in missed routes for service tickets.

Architecture

Incoming support requests are processed by AI-driven self-service and IVR (Nuance, Copilot Studio) before intelligent routing steers them to the best-suited agent. Agents are assisted by live AI context (sentiment analysis, translation, summaries). Back-end analytics rapidly report KPIs to management. Fully CRM-agnostic, the platform integrates to Dynamics 365, Salesforce, or custom CRMs, and operates at a worldwide scale.

Sources & evidence1

Evidence: Low20/100Evidence strength