{"id":70170,"date":"2025-05-02T17:23:25","date_gmt":"2025-05-02T16:23:25","guid":{"rendered":"https:\/\/www.cxtoday.com\/?p=70170"},"modified":"2025-05-05T18:44:16","modified_gmt":"2025-05-05T17:44:16","slug":"microsoft-brings-workforce-engagement-management-to-the-dynamics-365-contact-center","status":"publish","type":"post","link":"https:\/\/www.cxtoday.com\/workforce-engagement-management\/microsoft-brings-workforce-engagement-management-to-the-dynamics-365-contact-center\/","title":{"rendered":"Microsoft Brings Workforce Engagement Management to the Dynamics 365 Contact Center"},"content":{"rendered":"

Microsoft is building out a workforce engagement management (WEM) offering for its CCaaS platform: the Dynamics 365 Contact Center.<\/p>\n

That\u2019s according to its latest set of release notes<\/a>, which introduce a \u201cMicrosoft WEM solution\u201d.<\/p>\n

WEM combines contact center workforce management (WFM) and quality assurance (QA).<\/p>\n

Additionally, many providers will include conversational analytics, gamification, and learning management solutions within their WEM suites.<\/p>\n

For now, Microsoft has only launched WFM tools as part of its \u201cWEM Solution\u201d. Yet, something much bigger seems to be in the works. Indeed, Microsoft writes:<\/p>\n

[The] Microsoft WEM solution optimizes employee scheduling, performance, and engagement in customer service to enhance efficiency, service quality, and service representative satisfaction.<\/p><\/blockquote>\n

As such, expect the tech giant to soon pull together a more comprehensive offering, perhaps leveraging some of the existing QA capabilities strewn across its CCaaS platform.<\/p>\n

Microsoft\u2019s WFM Capabilities: The Lowdown<\/h2>\n

Upon its latest release, Microsoft covers the four fundamentals of contact center WFM: forecasting, scheduling, intraday management, and review.<\/p>\n

In terms of forecasting, the tech giant offers a capacity planning module for predicting staffing needs. Meanwhile, WFM teams may also create and analyze forecast scenarios. As such, they can plan for peak periods, holidays, and \u201cwhat if\u201d situations.<\/p>\n

Additionally, the tech juggernaut provides \u201cautomated and manual\u201d scheduling, filling in shift patterns that planners can build for themselves. Shift-swapping and the ability to manage time off are also critical features here.<\/p>\n

In terms of intraday management, Microsoft has released real-time adherence monitoring. That pairs with its ability to review allocations, capacity, performance trends, and skills in \u201cnear-real-time\u201d.<\/p>\n

Lastly, Microsoft provides a \u201cunified view of operations\u201d, which offers historical reporting so WFM teams can understand the success of past capacity plans, gain learnings, and improve.<\/p>\n

All these features provide Microsoft with a solid foundation for WFM – and soon WEM.<\/p>\n

Giving his take on the release, Peter Ruiter, Deputy CTO of Digital Customer Experience at Capgemini & Microsoft MVP<\/strong>, wrote on LinkedIn<\/a>:<\/p>\n

These additions greatly add to the already feature-rich native Microsoft CCaaS platform, making it a very appealing option for organizations considering shifting their WEM into the new platform.<\/p><\/blockquote>\n

Ruiter also stressed that Dynamics 365 customers can integrate with third-party WEM\/WFM solutions.<\/p>\n

In doing so, they can centralize reporting across contact center locations that utilize different core contact center platforms. They may also leverage a more robust feature set.<\/p>\n

However, with the Microsoft WEM Solution, many smaller customers \u2013 with fewer WFM requirements – can start to converge systems and reduce costs.<\/p>\n

Microsoft\u2019s Next Steps in WEM<\/h2>\n

While Microsoft may not have yet packaged its QA features as part of a formalized WEM solution, it is actively innovating on this front.<\/p>\n

For starters, it offers a closed conversation form, which allows service reps to view recordings and transcripts at the end of a conversation.<\/p>\n

Moreover, Microsoft offers a Conversation Journey card that collects additional sentiment insights, \u201ckey\u201d metrics, an AI summary, and post-contact survey results from each interaction.<\/p>\n

Both reps and supervisors can leverage this information, while the latter can get more granular, with metrics covering call duration for each conversation segment, number of transfers, etc.<\/p>\n

With this insight, supervisors can inform QA evaluations, pinpointing the conversations that will likely yield the best learning opportunities.<\/p>\n

Soon, Microsoft may \u2013 given its agentic AI capabilities \u2013 pre-configure an AI agent that not only automatically scores these customer conversations but also extracts key learnings from conversations for prescriptive coaching.<\/p>\n

Indeed, the pieces are almost there. Soon, Microsoft will likely assemble them into one coordinated WEM platform and further its charge in the CCaaS market<\/a>.<\/p>\n

 <\/p>\n","protected":false},"excerpt":{"rendered":"

Microsoft is building out a workforce engagement management (WEM) offering for its CCaaS platform: the Dynamics 365 Contact Center. That\u2019s according to its latest set of release notes, which introduce a \u201cMicrosoft WEM solution\u201d. WEM combines contact center workforce management (WFM) and quality assurance (QA). Additionally, many providers will include conversational analytics, gamification, and learning […]<\/p>\n","protected":false},"author":4063,"featured_media":70173,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"inline_featured_image":false,"footnotes":""},"categories":[61096],"class_list":["post-70170","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-workforce-engagement-management","tag-adherence-monitoring","tag-agentic-ai","tag-agentic-ai-in-customer-service","tag-ai-agent","tag-ai-agents","tag-autonomous-agents","tag-forecasting","tag-wem","tag-workforce-engagement-management","tag-workforce-management","tag-workforce-optimization","brands_to_track-microsoft","editorial_type-news","intent-loyalty","target_audience-industry-professional"],"acf":[],"yoast_head":"\nMicrosoft Brings Workforce Engagement Management to the Dynamics 365 Contact Center - CX 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