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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)
Pawel Czarnecki
Service Owner at Beiersdorf Shared Services
Peter Berg
Sales Director UC at Interstellar
Courtenay Snell
CTO at GenNet
Simon Coventry
Enterprise Architect at Node4 Ltd
Albie Mills
Global Product Owner - UC at Herbert Smith Freehills
Sam Forster
Technical Lead at Purify-Tech
Laurence Evans
Principal Consultant at Microsoft UK
Luke Yaghmoorali
Sales Director at Elevēo
Bartek Biernat
Business Manager UCaaS at TD Synnex
Randeep Gill
BDM at Nuvias UC
Jacco van de Bovenkamp
Global Voice Architect at Momentum EMEA
Adam Miles
The UC Oracle at Hiscox
Richard Buxton
Collaboration Director at Node4
Iman Jemitola
Consultant at EY
Vincent Thiec
Product Manager at Kurmi Software
Andy Gibson
CPO at PingCo
+14 other Attendees