Microsoft is devoted to serving to organizations remodel the way in which individuals work utilizing safe, enterprise-grade AI capabilities, irrespective of which enterprise purposes groups depend upon. Starting at the moment, you may seamlessly combine role-specific Copilot capabilities into Microsoft 365 purposes and widespread buyer relationship administration (CRM) and make contact with middle techniques for gross sales and customer support professionals.
Now typically out there, Microsoft Copilot for Sales and Microsoft Copilot for Service convey collectively the ability of Microsoft Copilot for Microsoft 365 with role-specific insights and actions to streamline enterprise processes, automate repetitive duties, and unlock creativity. Both present flexibility to combine along with your present contact middle and CRM techniques, reminiscent of Salesforce and ServiceNow, to get extra completed with much less effort.
Transform gross sales productiveness with Copilot for Sales
Sellers at the moment face extra challenges than ever. A latest survey revealed that 79% of sellers are supporting extra prospects and accounts than the earlier yr.1 Gartner® analysis recommends that to drive higher gross sales influence, “sellers must relinquish some control over customer interactions and give AI-powered technology—generative AI, emotion AI and digital humans—more responsibility to execute core selling activities…Let salespeople focus on where they excel: engaging buyers on a human level to understand their needs, motivations and objections, and ultimately validate that a purchase is right for them.”2
At Microsoft, we’ve been working onerous to ship an AI answer that might handle these wants. Last fall, we introduced our imaginative and prescient for Copilot for Sales, an AI assistant designed for gross sales groups to maximise productiveness and shut extra offers. We’re excited to announce that Copilot for Sales is now typically out there. Copilot for Sales builds on Copilot for Microsoft 365, enhancing it with connectivity to CRM platforms like Microsoft Dynamics 365 Sales and Salesforce Sales Cloud to convey sales-specific insights and proposals to apps like Outlook, Microsoft Teams, and Word.
Today, Copilot for Sales helps sellers and gross sales managers:
- Generate gross sales assembly preparation briefs in Word.
- Summarize emails and floor related shopping for intent and finances, authority, want, timing (BANT) evaluation in Outlook.
- Generate emails in Outlook with related product, account, relationship, and alternative info from their CRM system and Microsoft Graph.
- Add leads and replace CRM data immediately from Outlook.
- View assembly preparation notes and real-time gross sales insights throughout calls in Teams.
- View gross sales assembly summaries in Teams with dialog evaluation, gross sales key phrases and KPIs, and instructed duties.
- Create collaborative deal rooms in Teams that sync with CRM knowledge.
Copilot for Microsoft 365 can also be included in Copilot for Sales, offering sellers with further productiveness enhancements, like:
- Generate shows in PowerPoint.
- Generate plans and manage crew info in OneNote.
- Ask questions in pure language to compensate for buyer interactions utilizing Microsoft Copilot’s chat expertise.
Late this month, Copilot for Sales may even convey CRM connectivity to the Microsoft Copilot chat expertise, permitting sellers and gross sales managers to get fast insights on conversion and win price, gross sales cycle, and pipeline. Later this yr, we plan to boost Copilot experiences in Microsoft PowerPoint and OneNote as effectively, tailoring them to deal with seller-specific wants with CRM connectivity.
Early adopter prospects of Copilot for Sales are already seeing an influence of their gross sales organizations. Avanade staff have been previewing Copilot for Sales capabilities like updating Dynamics 365 Sales data from Outlook, summarizing electronic mail threads, producing electronic mail drafts, and summarizing conferences with dialog intelligence. These AI capabilities have helped Avanade staff present their purchasers that they’re prime of thoughts, whereas serving to them work extra productively.
When we interviewed Copilot for Sales customers at Avanade, they reported that Copilot minimizes the necessity to bounce between completely different interfaces, and the e-mail abstract characteristic saves them 30 to 60 minutes per week. And the influence goes past simply time financial savings; Copilot for Sales is bettering the standard of sellers’ interactions with their prospects as effectively.
“When our sellers can reduce the time spent on sifting through multiple channels to find what matters with Copilot for Sales, we can be more focused so that we can deliver with clients and drive our business strategy faster.”
—Jennifer Ferrara, Global Business Lead, Avanade
Read extra about Avanade’s adoption of Copilot for Sales.
Copilot for Sales
Maximize productiveness and shut extra gross sales.
Transform the agent expertise with Copilot for Service
In December 2023, we introduced Copilot for Service—the following step in our journey to assist organizations understand the advantages of generative AI by extending their present investments in CRM and make contact with middle options. We are excited to announce that Copilot for Service is now typically out there.
Often, a company’s data is distributed throughout disparate techniques—buyer data and case histories in a single or a number of CRM techniques, together with info scattered throughout data base articles, public web sites, offline information, and extra. As a outcome, brokers are tasked with navigating a number of apps to not solely entry crucial insights, but in addition then handle their engagement with prospects, collaborate with inside groups, and take motion. According to Gartner, “43 percent of (customer service) reps reported they were overwhelmed by the number of systems and tools needed to complete work.”3
Copilot for Service unlocks a company’s trusted data to speed up onboarding and case decision, enhance effectivity, and automate duties for brokers of their circulation of labor. Without expensive growth time, organizations can merely level to their knowledge and, in a couple of minutes, unlock generative AI-powered conversations throughout their data bases. And for brokers, they will faucet into this information with a copilot embedded immediately of their desktop software program of selection reminiscent of Salesforce, in addition to the opposite instruments they already use every single day like Outlook and Teams.
Today, Copilot for Service can assist organizations:
- Enable generative AI-powered conversations throughout all of their knowledge with simplified point-and-click entry to public web sites, SharePoint, data base articles, and offline information.
- Access data sources with pre-built integrations for Salesforce, ServiceNow, and Zendesk.
- Embed a copilot in agent desktops from Salesforce and different channels to assist brokers the place they work.
Copilot for Microsoft 365 can also be included in Copilot for Service. We will introduce further options in Microsoft 365 apps starting later this month that can combine knowledge from CRM techniques like Microsoft Dynamics 365 Customer Service and Salesforce Service Cloud together with:
- In Outlook, use Copilot to summarize and draft emails, entry case summaries, browse and replace CRM data, and schedule conferences knowledgeable by case summaries and different related info from CRM data.
- In Teams, use Copilot to browse and replace CRM data throughout a gathering, in addition to recap conferences, recommend follow-up motion gadgets, and create duties that may all be saved to CRM techniques immediately from Teams.
- In the Microsoft Copilot chat expertise, use Copilot to ask questions over circumstances and contacts, in addition to summarize circumstances—all from CRM knowledge.
We’re thrilled to see the preliminary influence that our early adopter prospects and companions are having with Copilot for Service. RSM, the main supplier of assurance, tax, and consulting providers for the center market, is equipping brokers with the knowledge they should assist prospects with out altering purposes or looking by means of tons of of information articles.
“Six months ago, we launched a pilot focused on leveraging Microsoft Copilot for Service and Microsoft Copilot Studio, which provides a framework to build AI-enabled business processes. We have been working to execute against use cases for our own business with a focus on practical AI, and we are thrilled to now be in a position to bring this productivity enhancing technology to help clients implement AI for their businesses.”
—Christian Hutter, RSM’s Microsoft observe chief
Copilot for Service
Modernize your contact middle with Copilot designed for service.
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Both Copilot for Sales and Copilot for Service can be found now for $50 per person/month, which incorporates the Copilot for Microsoft 365 license. If you have already got Copilot for Microsoft 365, you should buy Copilot for Sales or Copilot for Service for an extra $20 per person/month.
Learn extra about Copilot for Sales and Copilot for Service.
Sources:
1. Microsoft. “Sellers’ attitudes about AI.” June 2023. An Ipsos examine commissioned by Microsoft. Study included 700 contributors who use skilled CRM techniques at organizations of a minimum of 300 individuals. Industries embody Financial Services, Professional Services, Manufacturing, Retail, Technology, and Healthcare.
2. Gartner Article, Focus Your Sellers on the Critical Art of Being Human, September 2023, https://www.gartner.com/en/articles/focus-your-sellers-on-the-critical-art-of-being-human
GARTNER is a registered trademark and repair mark of Gartner, Inc. and/or its associates within the U.S. and internationally and is used herein with permission. All rights reserved.
3. Gartner Ebook, Gartner for Customer Service The Connected Rep Deliver higher customer support by enabling reps with know-how, 2023, https://www.gartner.com/en/customer-service-support/trends/the-customer-service-customer-rep
