Break-fix Support is ok for Dynamics 365 Contact Center right? Wrong...

Beyond the design, build, deployment, and adoption phases of a project associated with Dynamics 365 Contact Center, ongoing operational maintenance is crucial. This aspect shouldn't be overlooked. Compared to other contact center solutions in the marketplace, Microsoft's native Contact Center as a Service (CCaaS) platform requires special attention, not just standard break-fix support from a partner or your internal IT team.

As a 'Copilot first Contact Center', what does this mean for ongoing data governance? Additionally, how do you manage the official Release Waves from Microsoft as a client or partner? More so than any CCaaS solution I've worked with; Dynamics 365 Contact Center requires a broader managed service approach rather than just ticket reviews.

In this session, I'll share insights from developing a new managed service approach for the latest addition to the Dynamics 365 family. We will touch on optimisation, performance tuning, feature enhancements, business reviews, and strategic consulting for partners. We'll explore why and how you should support your investment in Microsoft's new CCaaS offering.

By the end of this session, you will have a solid understanding of the components within the platform and how to integrate these into a robust service that can be measured, whether from a partner or client perspective. Expect a few visuals along the way to make the topic engaging and digestible!