Dynamics 365 Contact Center Explained with Alpana Bajaj, at Microsoft
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Dynamics 365 Contact Center Explained with Alpana Bajaj, at Microsoft
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著者：
Alpana Bajaj, Partner Group Product Manager at Microsoft, discusses how Microsoft is reimagining the contact centre with AI-first design and agentic capabilities.
• How Dynamics 365 Contact Center evolved from Omnichannel to a standalone, CRM-agnostic platform born in the AI era
• The five out-of-the-box AI agents: Customer Assist, Quality Assurance, Case Management, Knowledge Management, and ServiceOps
• Real-world customer stories, including double-digit improvements in call deflection, wrap-up time, and CSAT scores
• How Microsoft uses its own contact centre as a testing ground, serving over a billion customers across 40+ languages
• Licensing simplified: per-seat for human agents, consumption-based Copilot Studio credits for AI capabilities
• A practical ROI framework covering customer experience, operational efficiency, and revenue generation
Link to the deck: Agentify Your Contact Center Alpana Bajaj
Link to the Commonwealth Bank case study
Thanks to Ribbon, this episode's sponsor, for their continued support of Empowering.Cloud