Gunnar Meyer, Head of IT Service Delivery at DERTOUR Suisse, discusses the company's innovative integration of Microsoft Teams with their service operations. He shares insights on their transition from traditional PBX systems to a more agile contact center solution using Landis. The conversation delves into the benefits of real-time reporting and agent management, while also exploring the future potential of AI in enhancing both customer interactions and back-office processes. Gunnar emphasizes the balance between AI efficiency and essential human touch in customer service.