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 master multiple platforms,
- First Contact Resolution Rates : as they search for information, and
- Customer Satisfaction, which directly reflects these inefficiencies.

Join this session to explore how Microsoft Dynamics Contact Center's agent productivity tools, including Copilot in Service, streamline workflows and enhance customer interactions.

Learn:

- When to leverage Microsoft’s Agent Assist options,
- The advanced capabilities of Copilot in Service, demonstrated through a seamless user journey integrating Dataverse and Salesforce,
- Step-by-step guidance on extending Copilot in Service plugins to surface data from diverse systems like Dataverse and Salesforce.
- This session will equip you with practical insights to transform your contact center into a hub of efficiency and customer delight.