Microsoft announced the expansion of its customer experience portfolio with a new digital contact center platform that brings together Nuance Dynamics 365 contact center technology, Teams and Power Platform.
The platform will be “an open, scalable and collaborative contact center solution”, according to Microsoft CVP Charles Lamanna, who announced the offering today ahead of the start of Microsoft Inspire 2022, Microsoft’s annual global partner event. the company.
“The open nature of our platform allows companies to build on what they already have and easily add any combination of capabilities they need to take their contact center to the next level,” wrote Lamanna, noting that the platform integrates with other contact center infrastructures and GRC systems.
Global systems integrators like Accenture-Avanade, HCL, EY, Hitachi and TTEC will deploy the solution. ISV launch partners will include customer experience solution providers Genesys and NICE.
The digital contact center platform will cover a range of agent services and sales capabilities based on Microsoft’s existing range of customer service offerings. According to Lamanna, they will include: