AI-powered
podcast player
Listen to all your favourite podcasts with AI-powered features
Microsoft Teams Insider
Dynamics 365 Contact Center Explained with Alan Ross, Partner Group PM Manager
Aug 21, 2024
Alan Ross, a Partner Group PM Manager at Microsoft specializing in Dynamics 365 Contact Center, shares exciting insights into the transformative impact of AI on customer service. He details how Copilot enhances agent productivity with context-aware suggestions and conversation summaries. The integration of Dynamics 365 with Microsoft Teams is highlighted, showcasing seamless communication and collaboration tools. Ross also touches on customer success stories and the adaptability of their cloud-native solutions, making it perfect for businesses of any size.
34:56
Episode guests
AI Summary
AI Chapters
Episode notes
Podcast summary created with Snipd AI
Quick takeaways
- The Dynamics 365 Contact Center enhances agent productivity by leveraging Copilot's AI capabilities for real-time assistance and contextual suggestions.
- Its decoupled design from Dynamics 365 Customer Service allows flexibility, enabling integration with various third-party CRMs and easier adoption for users.
Deep dives
Introduction to Dynamics 365 Contact Center
The Dynamics 365 Contact Center emerges as a dedicated solution that enhances the customer service landscape by integrating a suite of capabilities tailored for contact centers. Unlike its predecessor, the Dynamics Contact Center Platform (DCCP), this new offering is not tightly coupled with the Dynamics 365 Customer Service, allowing for greater flexibility. Customers can now deploy the system without the need for a specific CRM, supporting various third-party CRMs, including homegrown systems. This decoupling expands access for users who may not be fully committed to Dynamics products, thereby increasing potential adoption.
Get the Snipd
podcast app
Unlock the knowledge in podcasts with the podcast player of the future.
AI-powered
Discover
highlights
Listen to the best highlights from the podcasts you love and dive into the full episode
Save any
moment
Hear something you like? Tap your headphones to save it with AI-generated key takeaways
Share
& Export
Send highlights to Twitter, WhatsApp or export them to Notion, Readwise & more
AI-powered
podcast player
Listen to all your favourite podcasts with AI-powered features
Discover
highlights
Listen to the best highlights from the podcasts you love and dive into the full episode