No KJ, here's Kayla, and D365 Customer Service changes... oh my! We're back with a new season, new co-host, but with the same, great, digestible tidbits for Dynamics 365. This episode, we formally welcome Kayla as our new co-host, wish KJ goodbye and good luck. Kayla also shares what the big updates are for D365 CS for the Wave 2 Release.

• Welcome Kayla!
• What's new with CS

• Blog release - 2024 release wave 2 plans for Microsoft Dynamics 365 and Microsoft Power Platform
• Product documentation 2024 Wave 2 Release
• Microsoft Release Planner for Customer Service

Welcome to Digestible Dynamics! I'm Kayla Rohde, a Microsoft Business Applications Technical Specialist with a decade of experience in supporting business applications. Born and raised in the Midwest, I've lived in Nebraska, Iowa, and now call Minnesota home.

With an educational background in Business Systems Analysis, my passion lies in helping organizations understand and overcome their business challenges using innovative Microsoft solutions. The endless possibilities for solving business problems with technology is what excites me the most about my work.

When I'm not diving into the world of business technology, I'm a proud dog mom to two wonderful dogs, Diesel and Xena. I also love indulging in hobbies like reading, writing, painting, and learning new things—from ancient history to playing the guitar. I cherish spending time with family and friends and enjoy traveling. I'm thrilled to share insights and stories with you on this podcast. Let's explore the dynamic world of business applications together!

Connect with Kayla - Kayla Rohde | LinkedIn

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Microsoft has introduced Dynamics 365 Contact Center, a Copilot-first cloud contact center solution aimed at revolutionizing customer service. This innovative platform integrates generative AI to provide seamless customer engagement across multiple channels, including voice, SMS, chat, email, and social media. It offers advanced features like context-aware, personalized conversations, real-time sentiment analysis, and intelligent routing to ensure customers receive timely and accurate assistance. The solution also supports effortless self-service, allowing customers to resolve their issues independently through natural, human-like interactions.

The impact of adopting a digital contact center is profound for businesses. For instance, companies can experience a 31% increase in first call resolution and a 20% reduction in missed routes, leading to enhanced customer satisfaction and loyalty². Additionally, the platform's real-time reporting capabilities enable service leaders to optimize operations and reduce costs, further driving efficiency and effectiveness in customer service delivery.

***Editor's note: - To clarify Sree's point about Copilot Studio, Copilot Studio entitlements are included in D365 Contact Center, but not D365 Customer Service. If you purchase licenses for D365 Customer Service it does NOT come with Copilot Studio entitlements. That would require an additional purchase of Copilot Studio licenses.

Episode Topics:

• What is D365 Contact Center?
• Which type of customer would be a good fit for D365 Contact Center?
• How does D365 Contact Center differ from our other CS offerings?
• How can customers learn more and get started?

Useful Resources:

• Announcing Dynamics 365 Contact Center - a Copilot-first cloud contact center to transform service experiences - The Official Microsoft Blog
• Dynamics 365 Contact Center | Microsoft Dynamics 365
• Introducing Microsoft Dynamics 365 Contact Center

About Sree Yeggina

Sree Yeggina has over 15 years of experience in the technology space as an engineer, functional consultant, and sales enablement leader. Currently, Sree is the Global Director of Sales Readiness for Business Applications Customer Experience and Service categories where she passionately enables the world about achieving world class CX through end-to-end seamless customer engagement

Connect with Sree - Sree Yeggina | Linkedin

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Out of the box, Dynamics 365 can help organizations of various sizes across different industries solve business problems with technology. Whether that's improving seller efficiency and pipeline accuracy, or boosting CSAT by solving your customer service problems more quickly, or it's ensuring your field agents are better equipped to complete their work orders with a true customer 360 view, Dynamics 365 can help.

Another powerful aspect of the platform is its ability to integrate with Partner solutions that help augment dynamics 365 processes and workflows. For example, you can integrate Docusign with your existing D365 ecosystem to ensure more intelligent and automated document management

In this episode, we interview Suresh Jeevanani, senior director of Strategic Partnerships at Docusign to highlight the value of the D365 and Docusign integration and how organizations can use it today.

• What do you do at Docusign do?
• What is the value of a Docusign and D365 integration?
• What does the Docusign integration feature within Copilot for Sales entail?
• How can a customer get started?

• Dynamics 365 Integrations | Docusign
• DocuSign for Dynamics (microsoft.com)
• Sign up for Copilot for Sales Extensibility Preview (microsoft.com)

Suresh Jeevanani is Senior Director, Strategic Partnerships at Docusign. He has over 2 decades of experience in the high-tech industry. He is passionate about bringing power to technology & technology ecosystems to help customers transform their businesses. He lives in San Francisco Bay Area with his wife and daughter. In his spare time, Suresh likes to play tennis and go road-biking.

Connect with Suresh - Suresh Jeevanani | LinkedIn

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