Microsoft Teams Insider Telcos Moving Into AI With Microsoft Teams and Copilot With Rick Garcia
Nov 25, 2025
Rick Garcia, EVP of Product & Marketing at Momentum, shares insights on integrating AI with Microsoft Teams for enhanced communication. He discusses how telcos can leverage AI-driven productivity to serve existing customers and transform simple workflows into responsive experiences. Garcia highlights the power of features like Power Automate and Copilot, and emphasizes realistic expectations for AI in customer experience. He also illustrates practical applications, such as missed-call detection and staffing automation, showcasing the immediate benefits of AI texting workflows.
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Microsoft Tools Enable Telco‑Led CX Innovation
- Microsoft building blocks (Power Automate, Copilot Studio, agentic platforms) accelerate telco opportunities in CX.
- Telcos should pair their voice and bandwidth assets with these tools to create new productivity products.
Shift From Telco Vendor To Business Consultant
- Do focus telco sales on business outcomes, not just lines and phones; position as a business consultant.
- Sell workflow improvements that drive revenue or efficiency rather than pure telco replacements.
Start With Simple Repeatable Workflows
- Do deploy simple, repeatable workflows like missed-call SMS responses before attempting complex AI replacements.
- Use Power Automate plus Azure OpenAI to attach intelligent responses and recover lost revenue from missed calls.