Martin Lindsay had a bold vision to reimagine the Commonwealth Bank of Australia’s contact center architecture using an approach that did not yet exist. As Executive General Manager of Customer ...

Microsoft has revealed new Copilot Studio-powered customer feedback surveys for Dynamics 365 Contact Center. Currently in preview, the new tool deploys bots to run the surveys. Microsoft will provide ...

During a pre-briefing to industry analysts from Jeff Comstock, corporate vice president of Dynamics 365 Customer Service the most intriguing thing he said was the solution does not require customers ...

When a Microsoft customer service agent like Azure support escalation engineer Michael Simons takes a case out of his queue, he never knows what kind of inquiry will appear in his chat window. Will it ...