Contact Center Archives

Power Integration with Azure Communication Services – is this the future of Teams CCaaS?

March 12, 2025 No Comments

In this session, I will explore the implications of the Power Integration model on the Teams CCaaS market. I will cover the following topics: – What is the Power Integration…

AI & the UC+CC Convergence: A Perfect Match for the Future of Customer Experience

March 2, 2025 No Comments

AI and Unified Communications (UC) are reshaping the Contact Center (CC) landscape, and their convergence is no coincidence. As AI takes on simple, structured customer interactions, human agents are left…

Revolutionizing Agent Productivity with Microsoft Dynamics Contact Center and Copilot in Service

March 2, 2025 No Comments

Agents often juggle 5 to 8 systems during a single conversation, impacting: – Average Handling Time : as they wait for systems to load, – Training Effort : required to…

From Broken to Brilliant: Transforming Customer Service with Microsoft Solutions

March 2, 2025 No Comments

Traditional customer service models are no longer effective in meeting the demands of today’s customers. Long wait times, disjointed communication channels, poor context flow and impersonal interactions are leaving customers…

Track: Contact Center

Power Integration with Azure Communication Services – is this the future of Teams CCaaS?

AI & the UC+CC Convergence: A Perfect Match for the Future of Customer Experience

Revolutionizing Agent Productivity with Microsoft Dynamics Contact Center and Copilot in Service

From Broken to Brilliant: Transforming Customer Service with Microsoft Solutions