In this discussion, Chris Goodwill, a Strategic Partner Manager and Solutions Specialist at Symity, unpacks the evolution of Microsoft’s Contact Center, focusing on Dynamics 365. He highlights the integration of AI and telephony with platforms like Microsoft Teams. Chris sheds light on the complexities of licensing, helping organizations navigate their options effectively. The conversation also explores the future of chatbots and the significance of community among Dynamics 365 professionals, making a case for modernization in customer service.

Chris Goodwill, a strategic partner manager at Cimity with 15 years in Microsoft UC, discusses the transformative role of AI in contact centers. He highlights how AI can enhance efficiency and customer experience. Quick wins like chatbots for simple tasks are explored, emphasizing digital transformation's necessity for customer satisfaction. Goodwill also addresses Microsoft’s Dynamics Contact Center platform, advocating for strategic integration and adaptation as options evolve in the market.