#contactcenterworld, @directly, @Microsoft

San Francisco, CA, USA, Oct 1, 2018 -- Directly, an AI and gig economy platform for customer service, announced a new integration with Microsoft Dynamics 365 as part of Directly and Microsoft’s ongoing collaboration.

As part of the new integration, Directly will help Microsoft customers look beyond the traditional contact center model, using AI, the gig economy, and global networks of product experts to replace outsourced contact centers. 

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Directly started working with Microsoft in the fall of 2017, when Directly was used to empower Microsoft customers to help fellow customers with customer service, all from the comfort of their home, on a mobile device, and as their schedule allows. Microsoft also invested in Directly through M12 (formerly Microsoft Ventures) during Directly’s Series B funding round. With the new Dynamics 365 and Directly integration, Microsoft will share this customer service model with their enterprise customers through the App Source Marketplace, providing users with a simplified deployment experience and a gig economy dashboard that tracks key performance indicators such as customer satisfaction scores.

"As one of our investors and largest customers, we’re thrilled to be able to expand our collaboration with Microsoft to include Microsoft Dynamics 365," said Antony Brydon, Directly’s co-founder and CEO. "Directly saves companies from outsourcing, helps transition business operations to digital channels, and overall helps enterprises deliver better answers to customers in the moments that matter. By integrating with Dynamics 365, we’ll be able to further bring these benefits to the market."

Alysa Taylor, Corporate Vice President of Business Applications and Global Industry at Microsoft Corp., said, "Directly has helped Microsoft provide an excellent support experience to our users through a combination of AI and a community of experts, and with this new partnership, we are now enabling this same capability for our Dynamics 365 customers."

#contactcenterworld, @directly, @Microsoft

Posted by Veronica Silva Cusi, news correspondent
Source: https://globenewswire.com