Summary Bullets:
• Microsoft is capitalizing on two key contact center trends: the pivot from a multi-channel orientation to an omni-channel orientation and the emergence of AI.
• Microsoft must rationalize its contact center portfolio and establish integration with Teams.
This month Microsoft launched a limited preview of ‘Microsoft Dynamics 365 Copilot’. The offer features Microsoft’s new Copilot generative AI and natural language processing (NLP) engine built natively into various Microsoft Dynamics 365 CRM and ERP apps. Employees in functions such as sales, customer service, marketing, operations, and supply chain leverage the Copilot capabilities in the apps to create content faster, complete complex tasks, and gain insights into their work.
IT Connection 
You must be logged in to post a comment.