Microsoft says its new Digital Contact Center Platform will give users modern digital tools to engage customers across voice, video, and other digital engagement channels — powered by Microsoft Dynamics 365, Microsoft Teams, Microsoft Power Platform and Nuance.
The platform brings together a comprehensive yet flexible solution for contact centers, delivering best-in-class AI that powers self-service experiences, live customer engagements, collaborative agent experiences, business process automation, advanced telephony, and fraud prevention capabilities.
Microsoft says the recent addition of Nuance brings a new level of conversational AI, security, and automation to the contact center. This gives both customers and agents tools to resolve issues faster and with more personalized service, thus reducing resolution times while improving customer satisfaction. It also enables contact centers to offer targeted incentives to build brand loyalty and upsell opportunities to boost revenue.
It’s also partnering with peers in contact center infrastructure, including Accenture–Avanade, Avaya, Genesys, HCL, NICE, and TTEC, to ensure interoperability and compatibility with contact center systems and components companies use or plan to implement now and in the future.
Accenture–Avanade will deliver its Customer Engagement solutions starting with the Microsoft Digital Contact Center Platform to help customers reimagine their entire customer experience and deliver business results.
Additional launch partners include systems integrators EY, HCL, Hitachi, KPMG, PwC, TCS, and TTEC, and ISVs such as Avaya, Genesys, and NICE.