Episode description

In this podcast episode, Tom Arbuthnot and Chris Goodwill discuss the impact of AI on contact centers and the opportunities it opens up for innovation and improvement in content centers.

• AI will have a significant impact on contact centers in terms of driving efficiencies and improving customer experience.
• Quick wins in the B2C space include using chatbots for simple tasks like waste collection or ordering recycling bins.
• Digital transformation is essential for contact centers to drive better customer experiences and satisfaction.
• The use of AI in contact centers can lead to cost savings, skill changes, and job opportunities in different areas.
• Microsoft has introduced Dynamics Contact Center platform and Digital Contact Center platform (DCCP) to provide contact center solutions.
• Dynamics Contact Center platform is tightly integrated with Dynamics CRM and offers voice and omni-channel capabilities.
• Partners and customers need to understand the options available, leverage the best solutions, and stay open to the evolving contact center market.

Thanks to Ribbon, the sponsor of this episode, for your continued support and making it possible for us to produce content like this.