Customer contact centers have evolved a lot in the past decennium, moving from primarily voice and email communication to a truly omnichannel platform experience. This session will bring you a journey full of discoveries about what’s possible with the nowadays Microsoft technology, all built on top of Dynamics 365, Power Platform and Azure.
The session will guide you through the variety of channels available – voice, live chat and integrated chat bots, digital messaging, but also shows you how to bring your own communication channel and utilize the rich AI capabilities of the platform. This all comes with powerful routing capabilities, which connect the customer to a skilled agent, or the resources needed, catering for a great customer experience.

Baltic Summit 2023