omnichannel

Thanks — I can do that, but quick note before I start the 2,000+ word piece. I tried to fetch the Chain Store Age Q&A you linked but the site returned a Cloudflare verification / block page (403) so I can't read the article directly from that URL. If you want me to base the article specifically...

Microsoft’s public pitch for “AI in Government” is straightforward: use omni‑channel citizen engagement and AI‑powered virtual agents to let residents connect when, how and where they want, and to give social‑services staff fast, contextual access to the records and guidance they need to act...

Microsoft’s pitch is simple and urgent: use AI-powered, omni‑channel citizen engagement to give residents and caseworkers immediate access to services and information — across web, phone, messaging and in-person kiosks — so people can connect when, how and where they want. This is not a...

Ooredoo Qatar’s move to unify customer engagement on Microsoft Dynamics 365 and an Azure-backed AI stack — crystallized in the oBot digital assistant — marks a decisive shift in telecom customer care: a single, AI-enabled platform that promises seamless cross-channel journeys, measurable...

Microsoft Teams is already the place where work happens for hundreds of millions — and the industry is asking a blunt question: can it also be the place where customer service happens? The short answer is yes, but only with design and discipline. Teams can handle simple voice queues out of the...

Cluster Reply and Riverty have announced a production-grade, Microsoft‑backed omnichannel customer service platform delivered in an accelerated 100‑day rollout that consolidates voice, chat and email into a single Dynamics 365 interface and deliberately embeds Microsoft Copilot Studio as the...

Cluster Reply’s rapid, Microsoft‑backed rollout for Riverty — delivered into production in just 100 days — marks a clear, practical example of how an AI‑first, human‑centric customer‑service platform can be assembled using Dynamics 365, Dataverse and Microsoft Copilot tooling while remaining...

Cluster Reply and Riverty this week unveiled an accelerated, Microsoft-backed omnichannel customer service platform that Riverty says was built as an AI‑first, human‑centric solution and delivered in just 100 days—a production deployment that consolidates voice, chat and email into a single...

Cluster Reply and Riverty this week announced a fast-tracked, Microsoft-backed omnichannel customer service platform delivered in just 100 days — a deployment designed as an AI‑first, human‑centric customer service foundation that consolidates voice, chat and email into a single Dynamics 365...

Cluster Reply and Riverty this week unveiled a fast-tracked, Microsoft-backed omnichannel customer service platform that Riverty says was delivered in just 100 days and built to be AI-first while keeping human empathy at its core. The rollout consolidates voice, chat and email into a single...

Ralph Lauren’s new conversational stylist, Ask Ralph, is rolling out to U.S. app users today — a generative-AI feature built with Microsoft on the Azure OpenAI platform that promises brand-curated, shoppable outfit suggestions delivered through natural-language conversation and visual laydowns...

Madison’s customer service teams face a fast-moving choice in 2025: treat AI as a risky experiment or as an operational staple that can speed answers, reduce costs, and free people for higher‑value, trust‑dependent work. The practical case for adoption is strong — local pilots and vendor case...

Toastmasters International has quietly accelerated a post‑pandemic digital makeover by folding Microsoft’s AI toolkit — notably Microsoft 365 Copilot and Dynamics 365 Omnichannel — into the backbone of its member services, call‑centre operations and multilingual education content, a shift that...

Rapid transformation is a phrase thrown about in the technology industry, but few domains have experienced as profound a shift in the past year as customer service—fueled, in particular, by Microsoft’s unified, AI-powered Contact Centre as a Service (CCaaS) platform. One year after Microsoft’s...

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...

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...

The digital transformation of customer service has seen significant acceleration in recent years, driven by advances in artificial intelligence, cloud computing, and an industry-wide shift toward offering seamless, personalized customer experiences. Yet, as organizations strive to balance...

Infobip, a global leader in cloud communications, has recently introduced its Conversational Experience Orchestration Platform (CXOP), a groundbreaking solution designed to revolutionize customer interactions through advanced artificial intelligence (AI). This platform signifies a significant...

Infobip’s latest leap in enterprise communications, the Conversational Experience Orchestration Platform (CXOP), signals a decisive shift in how global brands can engage customers in an era dominated by generative AI. The official unveiling of CXOP places the power of agentic AI directly at the...

Infobip, a global leader in omnichannel communication solutions, has recently introduced CXOP, an advanced AI-powered platform designed to revolutionize customer interactions. This innovative solution aims to enhance the quality and efficiency of customer conversations by integrating artificial...