Teams Contact Center Archives

Phone Calls Are Your Most Valuable CX Data: Why Aren’t You Using It?

May 21, 2026 No Comments

Discover how conversational intelligence and AI-driven Auto QA are transforming customer experience by analysing every interaction at scale, not just a small sample of calls. Learn how businesses are using…

Beyond the Magic Trick: Unpacking the Probability Engine Behind Contact Centre AI

Mark Vale April 13, 2026 No Comments

Everyone is rushing to deploy AI into contact centres and Microsoft Teams workflows, but very few people understand what these systems are actually doing under the hood. There is a…

How Microsoft Unify and AI Close the Gap Between Contact Center Demand and Agent Capacity

Mark Vale April 13, 2026 No Comments

Every customer-facing team faces the same pressure: more interactions, harder to hire, less time for the work that actually matters. The answer is not simply adding headcount. It is working…

Track: Teams Contact Center

Phone Calls Are Your Most Valuable CX Data:​ Why Aren’t You Using It?

Beyond the Magic Trick: Unpacking the Probability Engine Behind Contact Centre AI

How Microsoft Unify and AI Close the Gap Between Contact Center Demand and Agent Capacity

Phone Calls Are Your Most Valuable CX Data: Why Aren’t You Using It?