Intro

Alan Ross, Partner Group PM Manager, Dynamics 365 Contact Center at Microsoft delves into Dynamics 365 Contact Center and the role of Copilot in improving agent productivity and customer experience.

• Features and capabilities of Dynamics 365 Contact Center
• Decoupling from Dynamics 365 customer service
• How Copilot enhances the agent experience by providing context-aware suggestions, knowledge search and conversation summaries
• How Dynamics 365 Contact Center relates to/integrates with Microsoft Teams 
• Customer success stories and future developments in Dynamics 365 Contact Center

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