Revolutionizing Agent Productivity with Microsoft Dynamics Contact Center and Copilot in Service
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.
Attendees (30)

Pawel Czarnecki

Peter Berg

Courtenay Snell

Simon Coventry

Albie Mills

Sam Forster

Laurence Evans

Luke Yaghmoorali

Bartek Biernat

Randeep Gill

Jacco van de Bovenkamp

Adam Miles

Richard Buxton

Iman Jemitola

Vincent Thiec
