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Revolutionizing Agent Productivity with Microsoft Dynamics Contact Center and Copilot in Service

19th Jun 1:15pm - 2:00pm BST Expo 3
30 attended
Session Description

Agents often juggle 5 to 8 systems during a single conversation, impacting:

- Average Handling Time : as they wait for systems to load,

- Training Effort : required to master multiple platforms,

- First Contact Resolution Rates : as they search for information, and

- Customer Satisfaction, which directly reflects these inefficiencies.

Join this session to explore how Microsoft Dynamics Contact Center's agent productivity tools, including Copilot in Service, streamline workflows and enhance customer interactions.

Join this session to uncover:

- When to leverage Microsoft’s Agent Assist options,

- The advanced capabilities of Copilot in Service, demonstrated through a seamless user journey integrating Dataverse and Salesforce,

- Step-by-step guidance on extending Copilot in Service plugins to surface data from diverse systems like Dataverse and Salesforce.

Tricia Sinclair

Dynamics Customer Service Lead (EUR)
Avanade
Attendees (30)
Vincent Thiec
Product Manager at Kurmi Software
Sam Winterbottom
Public Sector Director at GAMMA
Richard Mafficioli del Castelletto
Sales Specialist Unified Communications at INTERSTELLAR
Albie Mills
Global Product Owner - UC at Herbert Smith Freehills
Nick Ruthen
Project Engineering Manager at Opus Technology
Mike konold
VP at Blackrock
Jan Verboven
UC Workplace Consultant at Proximus NXT
Bartek Biernat
Business Manager UCaaS at TD Synnex
Andy Gibson
CPO at PingCo
Peter Berg
Sales Director UC at Interstellar
Simon Coventry
Enterprise Architect at Node4 Ltd
Dario De Santis
CEO and Cofounder at Tweelin Inc.
Richard Zuiderwijk
Technical Consultant UC at VTM Groep
Luke Yaghmoorali
Sales Director at Elevēo
Courtenay Snell
CTO at GenNet
Elio Iorii
Contact Center Manager at Com.Tel SpA
+14 other Attendees