Loading...
This Session has ended

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)
Albie Mills
Global Product Owner - UC at Herbert Smith Freehills
Dario De Santis
CEO and Cofounder at Tweelin Inc.
Bartek Biernat
Business Manager UCaaS at TD Synnex
Jan Verboven
UC Workplace Consultant at Proximus NXT
Sam Forster
Technical Lead at Purify-Tech
Iman Jemitola
Consultant at EY
Chris Linford
IT Manager at Morliny Foods
Vincent Thiec
Product Manager at Kurmi Software
Nick Ruthen
Project Engineering Manager at Opus Technology
Thibaud Hissenhoven
Pre-sales at Proximus NXT
Courtenay Snell
CTO at GenNet
Randeep Gill
BDM at Nuvias UC
Luke Yaghmoorali
Sales Director at Elevēo
Pawel Czarnecki
Service Owner at Beiersdorf Shared Services
Kate Godwin
VP sales at LoopUp Group
Simon Coventry
Enterprise Architect at Node4 Ltd
+14 other Attendees