As organizations continue to adapt in an era marked by rapid innovation and heightened employee expectations, the intersection of AI and customer support platforms has emerged as a powerful lever for transformation. Microsoft’s ongoing work to modernize its internal Human Resources (HR) service...
ai and machine learning
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ai-enabled support
ai-powered service
business process automation
change management
customer support platform
digital transformation
employee experience
enterprise automation
hr service desk
hr technology
intelligent case management
knowledge management
microsoft dynamics 365
omnichannel support
support system modernization
support ticket automation
unified routing
Callbacks have become a pivotal strategy in modern contact centers, serving as a bridge between efficiency and customer satisfaction. In the landscape of Customer Contact as a Service (CCaaS), Microsoft’s latest evolution—availability-aware scheduling through CCaaS APIs—ushers in a...
In a significant move to accelerate artificial intelligence (AI) adoption across the Middle East, North Africa, and Turkey (MENAT) region, e& enterprise has partnered with Microsoft to launch the AI for Business Skilling Programme. This initiative aims to equip small and medium-sized businesses...
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In today’s dynamic enterprise landscape, the synergy between artificial intelligence and customer experience management is transforming traditional approaches to contact center operations. The recent collaboration between CallMiner, a recognized leader in AI-powered conversation analytics, and...
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business transformation
callminer
cloud-based contact centers
contact center automation
conversation intelligence
crm integration
customer experience
customer feedback
customerinsights
cx technology
data privacy & security
microsoft dynamics 365
omnichannel customer support
quality management
sentiment analysis
voice and digital engagement
Intent-based routing, a new paradigm powered by generative AI, is quietly revolutionizing customer support environments by making every customer interaction smarter, faster, and more personal. As contact centers across industries grapple with rising expectations and complexity, this...
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ai-driven support
contact centers
customer journey optimization
customer satisfaction
customer support
future of customerservice
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intent-based routing
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multi-channel support
operational efficiency
personalized customer experience
scalable contact solutions
Azure AI Studio is ushering in a new era of intelligent app development, tightly integrating Microsoft's best-in-class AI models, automation frameworks, and cloud infrastructure to deliver solutions that are not only smarter, but also more scalable and accessible than ever before. For...
agent automation
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prompt flow
A silent transformation is occurring behind the familiar live chat windows that define today's digital customer service experience—a transformation that is redefining supervisor oversight, streamlining operations, and ultimately, elevating customer satisfaction. Microsoft’s recent enhancement to...
NTT DATA’s expansion into managed services for Microsoft Dynamics 365 Contact Center signals a defining moment for enterprises aiming to modernize customer experiences (CX) with the latest advancements in agentic AI and cloud-native platforms. With both technological innovation and practical...
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Twilio and Microsoft have announced a new technology alliance that’s poised to bring generative AI capabilities into the center stage of customer engagement. This partnership, confirmed by both firms in their respective company press channels and subsequently covered by Investing.com Nigeria and...
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In a move that signals the brisk acceleration of conversational AI adoption across enterprise landscapes, Twilio has announced a multi-year strategic partnership with Microsoft, unveiled prominently at the recent Twilio SIGNAL event in San Francisco. This alliance aims to blend Twilio’s robust...
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The rapid transformation of customer support through artificial intelligence continues to redefine how service agents and organizations approach case management, particularly within the Microsoft Dynamics 365 Customer Service ecosystem. As of the most recent updates, Microsoft has implemented an...
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ui improvements
It starts with a spark — or perhaps, in this case, a sonic boom. Imagine asking your virtual assistant to book a dinner reservation, troubleshoot your Wi-Fi, or walk your grandmother through installing a security update… and instead of the stilted, uncanny valley exchanges we’ve come to expect...
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Dynamics 365 revolutionizes contact center operations at New Zealand’s Public Trust
New Zealand’s Public Trust, a government-owned entity managing more than 5,000 estates and 430 charitable trusts, recently took a leap into the future of customer engagement. Driven by an urgent need to replace...
aiincustomerserviceai-powered ivr
contact center solutions
customer experience
customer relationship management
customerservice
data analytics
digital transformation
dynamics 365
future-proofing customers
government digitalization
microsoft dynamics
microsoft ecosystem
omnichannel engagement
operational efficiency
public administration technology
public sector innovation
public trust nz
seamless integration