AI-Ready Contact Centers: Microsoft Dynamics 365 for Unified Routing and Lower Operational Costs

When someone connects with your contact center, they want fast, accurate answers, not a maze of transfers, repeated questions, or agents juggling five different systems.

Join us for a practical session on how Microsoft Dynamics 365 Contact Center + Copilot create a single, intelligent service platform, bringing voice, chat, SMS, email, and social into one AI-ready environment.

In this session, you’ll discover how to:

• Eliminate tool sprawl by consolidating telephony, channels, knowledge, and CRM into one secure Microsoft ecosystem
• Improve agent productivity immediately with Copilot-driven summaries, next-best actions, and a unified desktop
• Cut operational costs with intelligent routing, skills-based queues, and AI-powered automation
• Strengthen service outcomes with a unified data foundation proven to reduce misrouted cases by up to 20% and increase first-call resolution by more than 30%
• Prepare for agentic AI, where digital agents execute multi-step workflows, refunds, resets, reships, under human oversight

Whether you lead a contact center, support team, or service transformation initiative, this session will show what a unified, AI-ready contact center looks like and the practical steps to get there.