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19min chapter
Dynamics 365 Contact Center Explained with Alan Ross, Partner Group PM Manager
Microsoft Teams Insider
Exploring Dynamics 365 Contact Center Integration
This chapter delves into the features and enhancements of the Dynamics 365 Contact Center, emphasizing its integration with Microsoft tools and AI capabilities through the acquisition of Nuance. It highlights the flexibility of the system to work both within the Microsoft ecosystem and with third-party CRM systems, allowing for customizable user experiences. The discussion also covers the transformative role of generative AI and CoPilot in enhancing agent efficiency and streamlining customer interactions.
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