Microsoft launches new digital contact center platform

Microsoft is taking a big step into the CRM market by launching its new digital contact center platform at its Inspire Partner event.

Contact centers are equipped with digital tools to engage customers through voice, video, and other digital engagement channels.

These are powered by Microsoft Dynamics 365, Teams, Microsoft Power Platform and Nuance, which was acquired by the tech giant for $19 billion in March.

This will bring artificial intelligence (AI) to power self-service and live customer engagements, collaborative experiences with live and virtual agents, business process automation, fraud prevention and advanced telephony .

“The addition of Nuance brings a new level of conversational AI, security and automation to the contact center,” said Charles Lamanna, vice president of applications and enterprise platform at Microsoft, said.

“It gives customers and agents tools to resolve issues faster and with more personalized service, reducing resolution times while improving customer satisfaction.

“It also allows contact centers to offer targeted incentives to build brand loyalty and upsell opportunities to increase revenue.”

The Microsoft Digital Contact Center platform uses AI and deep analytics to anticipate customer inquiries, predict intent, and deliver a solution.

Customer experiences are protected with integrated biometric identification, authentication and fraud prevention to establish and maintain brand trust.

Lamanna said, “The open nature of our platform allows companies to build on what they already have and easily add any combination of capabilities they need to take their contact center to the next level. . It integrates with a variety of contact center and customer relationship infrastructures. management systems (CRM)”.

Microsoft says the platform is also cloud-scale and elastic to “meet seasonal or growing demand.”

Accenture-Avanade, a customer experience (CX) transformation partner, will deliver its customer engagement solutions beginning with the Microsoft Digital Contact Center.

Other launch partners include systems integrators EY, HCL, Hitachi, KPMG, PwC, TCS and TTEC, as well as ISVs such as Avaya, Genesys and NICE.

“With this strong set of launch partners, customers around the world will be able to create new and sophisticated solutions to meet specific contact center challenges,” said Lamanna.