9. A Practical View of What’s Trending with Microsoft, Contact Center, & AI

Always On CX:EX

In this episode, guest-host Jon Zoltie is joined by Tom Arbuthnot, a leading Microsoft specialist, to discuss practical insights on what's trending with Microsoft Contact Center and AI.

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Best Moments:

(03:54) Exploring the latest developments in Microsoft Teams telephony and UC, including AI integration with Copilot.

(09:18) Insights into the contact center landscape within the Microsoft world, including certified partners and the impact of AI.

(13:17) The decoupling of Microsoft's Contact Center offering and the new Dynamics 365 Contact Center announcement.

(16:28) Addressing the adoption of AI in contact centers and managing expectations around automation.

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Guest Bio:

Tom Arbuthnot is a renowned Microsoft specialist who runs a company called Empowering Cloud. He focuses on the Microsoft ecosystem, providing research and insights to the community. Previously, he worked for a Microsoft partner and was a Microsoft MVP, actively involved in blogging, events, and speaking engagements. With his deep expertise in Microsoft technologies, Tom helps decode complex topics into understandable terms for enterprise customers and partners.

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