Simplify Service Operations: Microsoft Dynamics 365 Contact Center

When customers reach out for help, they don’t care what channel they used, they just want a fast answer without repeating themselves. Many contact centers still run like a “customer pinball machine”: voice in one system, chat in another, CRM and knowledgebase somewhere else – creating misroutes, longer handle times, and higher operating costs.

Join Microsoft & JourneyTeam for a practical session on how Microsoft Dynamics 365 Contact Center + Copilot bring voice, chat, SMS, email, and social into one connected service experience.

In this session, you’ll discover how to:

• Consolidate tools by bringing channels, routing, customer context, and knowledge into a single Microsoft-based service platform
• Reduce handle time (AHT) by removing the two biggest leaks: misroutes and wrap-up work (summaries, disposition, documentation)
• Improve first-contact outcomes with intent + skills-based routing and a unified agent desktop
• Enable real-time supervision with sentiment, queue health, and coaching signals—so you can intervene before SLAs slip
• Adopt AI at your pace: start with productivity and governance, then expand into self-service and agentic workflows when you’re ready

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.