Technical Session – Unlock the Power of Dynamics 365 Contact Center: Streamline Without the Complexity

Technical Session: (happened on) November 13th, from 10 a.m. to 11 a.m. (EST)

Join us for this technical webinar on Dynamics 365 Contact Center, where we’ll dive into optimizing your contact center infrastructure using advanced features and seamless integrations. This session will thoroughly demonstrate the technical architecture behind the conversational IVR, focusing on automation capabilities and minimizing the need for agent intervention. Additionally, we’ll explore how the knowledge repository and customer information accelerate resolution times by streamlining access to critical support data.

Uncover the full potential of Dynamics 365 Contact Center’s telephony integrations, AI-enhanced IVR, and powerful analytics tools to transform your contact center operations. If you’re a technical lead or manage contact center infrastructure, this session is essential for understanding how Dynamics 365 can revolutionize your technical workflows and customer interactions.

Agenda 

• Microsoft as your telephony provider: technical setup and considerations
• Technical configurations to maximize agent productivity and operational efficiency
• Seamless telephony integration with Microsoft and third-party systems
• AI-powered IVR transformation with Microsoft Copilot
• Advanced dashboard configuration for real-time KPIs and actionable insights
• Leveraging AI to streamline IVR and improve customer support efficiency
• Boosting agent productivity through Dynamics 365 Contact Center’s automation capabilities
• Integrating Dynamics 365 with existing CRM systems