Microsoft is launching a full-throttle assault on the Contact Centre space, and it’s no secret that they have invested heavily in OpenAI and the Nuance acquisition.

Building an AI-first contact centre is truly revolutionary compared to the stagnant CCaaS market to date What you will have an understanding of by the end of this session:

– Self-service (that people actually want to use)
– Contact Call Centre Agents truly supported for their day-to-day
– Contacts improve experience
– Understanding how Dynamics 365 AI Contact Centre is preparing organisations for the future
– How Microsoft Contact Centre sits within the Microsoft Business Platform
– You will observe AI in action – intelligent conversations via Agentic processing/bots, webchat assisted by Copilot, applying AI to knowledge management, summarisation of transcripts and Cases, among many other features.

Join Stephen Savage (Microsoft Global Black Belt for AI Contact Centre), and William Dorrington (CTO of Kerv, and Microsoft MVP).

Key Benefits of Attending this Session:

• Understanding of the AI Contact Centre functionality
• Understanding on how it sits with the wider ecosystem
• Understanding of the key persona (Agent & Contact) experiences in the contract centre