Loading...
This Session will start in
16 days
19 hours
49 mins

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

19th Jun 1:15pm - 2:00pm BST Expo 3
5 attending
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 (5)
Richard Zuiderwijk
Technical Consultant UC at VTM Groep
Vincent Thiec
Product Manager at Kurmi Software
Jan Verboven
UC Workplace Consultant at Proximus NXT
Luke Yaghmoorali
Sales Director at Elevēo
Andy Gibson
CPO at PingCo