How does Microsoft's contact center play shake up the industry?

From CMSWire

While it was just announced in June of this year, the new Microsoft Dynamics 365 Contact Center is already creating a lot of buzz for its potential to transform the customer experience. In this article, Dale Mansour, global leader of TTEC Digital's Microsoft practice, shares his views on the new contact center and its implications for CX. 

According to Mansour:

"The omnipresence of Copilot puts agent assistance in the form of generative AI seamlessly in the workflow of an agent handling calls, chats or SMS. Other existing CCaaS providers are working to figure out how to insert AI into the agent experience, whereas Microsoft started with AI first, and I believe this gives them an advantage.” 

For more of Mansour's thoughts on Microsoft Dynamics 365 Contact Center, as well as those of other CX leaders, read the article here.