Transform Contact Center into a Growth Engine with Agentic CX

Explore how Microsoft and its partners are revolutionizing contact centers through agentic AI in this 46-minute conference session from Microsoft Ignite 2025. Discover the latest Dynamics 365 Contact Center strategy and roadmap while learning from real-world implementation experiences. Follow Lenovo's modernization journey as they transform customer experiences using Microsoft solutions, and gain valuable insights and best practices from TTEC Digital's partnership expertise. Watch demonstrations of language translation capabilities, multilingual support, and AI-driven quality insights that improve service operations. Learn about the Voice Agent Preview Program and see how Ava leverages artificial intelligence to enhance contact center performance. Understand the risks of delaying modernization in today's competitive market and explore AI-powered service transformation opportunities. Access information about partner skilling programs, the Contact Center Accelerate program, and actionable next steps to drive business growth in the era of agentic service, with additional resources provided for implementing Dynamics 365 Contact Center solutions.

Syllabus

0:00 - Introduction of Speaker and Panel
00:19:58 - Demo: Language Translation and Multilingual Capabilities
00:20:33 - Voice Agent Preview Program Invitation and QR Code
00:27:04 - Demonstration: Lenovo contact center powered by Dynamics 365
00:28:47 - Ava uses AI-driven Quality Insights to improve service operations
00:31:02 - Microsoft Partner of the Year awards introduced by Diana Cheng
00:38:20 - Biggest risk of delaying modernization: being left behind by the market
00:40:03 - Overview of AI-powered service transformation and partner skilling opportunities
00:43:34 - Contact Center Accelerate program and closing acknowledgments with call to action