How Microsoft Unify and AI Close the Gap Between Contact Center Demand and Agent Capacity

Every customer-facing team faces the same pressure: more interactions, harder to hire, less time for the work that actually matters. The answer is not simply adding headcount. It is working smarter — and the Microsoft 365 infrastructure most organisations already run on makes that possible today.

In this session, Michael Brugge, Product Manager at ROGER365.io, breaks down how Microsoft's Unify integration model — the most advanced contact center architecture available within Teams Phone — enables native AI capabilities that were previously impossible without third-party infrastructure. You will learn how real-time AI transcription, intelligent routing, sentiment analysis, and AI voice agents work at the infrastructure level, and what that means practically for agent productivity, customer experience, and supervisory insight.

The session includes a live demonstration covering AI-assisted agent experiences, automated context assembly from any data source, and how an AI Attendant handles overflow when human capacity is reached. You will leave with a concrete understanding of what the Unify architecture enables, how it differs from the Extend model, and what a deployment looks like for organisations already invested in Microsoft 365.