Microsoft Introduces A Cloud Contact Center Platform

Microsoft has officially announced the release of the Microsoft Digital Contact Center Platform. With the new launch, Mircosoft is looking forward to combining technology from Teams, Azure, and other portfolio applications with recently acquired voice-to-text company Nuance.

What Is The Microsoft Digital Contact Center Platform?

The newly launched collaborative center platform brings together the best of Microsoft 365 and Microsoft’s digital tools to strengthen customer service.

This Microsoft product integrates collaboration, productivity, and customer service space which follows the blueprints of Zoom’s new Contact Center product and Salesforce’s acquisition of Slack.

However, Microsoft already had some elements of a contact center, like Dynamics 365 Customer Service. But the Microsoft Digital Contact Center Platform is a fully developed product.

What are the features of the new Microsoft Platform?

According to Microsoft, the platform introduces artificial intelligence (AI) to improve overall services. Let’s have a look at what Microsoft Digital Contact Center Platform can do-

• Foster omnichannel engagement and intelligent self-service.
• Personalize and protect customer relations
• Enhance agent productivity and update case management
• Improve customer acquisition and revenue
• Drive infrastructure simplicity, feasibility, and innovation

Nuance technology will also help improve conversational AI, safety, and automation abilities to resolve customers’ problems quicker and with more personalized assistance. According to Microsoft, contact centers can also offer targeted incentives to enhance customer loyalty and upsell opportunities for better revenue.

By bringing all these abilities together, Microsoft expects to “drive infrastructure innovation, simplicity, and flexibility” while extracting problematic IT integrations.

Microsoft has an excellent opportunity to help its customers shift from on-premises to the cloud. It will have to win out the likes of Zoom, Salesforce, and others with a long record in the market. With this launch, Microsoft aims at the hotly contested customer service space.

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