Encourage 2022: Microsoft provides Nuance tech to new Digital Contact Middle Platform providing

Microsoft introduced the growth of its buyer expertise portfolio with a brand new Digital Contact Middle Platform that brings Nuance contact middle know-how collectively Dynamics 365, Groups, and Energy Platform.

The platform shall be “an open, extensible, and collaborative contact middle answer,” in line with Microsoft CVP Charles Lamanna, who introduced the providing as we speak upfront of the beginning of Microsoft Encourage 2022, the corporate’s annual world companion occasion.

“The open nature of our platform allows corporations to construct on what they have already got and simply add any mixture of capabilities they should take their contact middle to the following stage,” Lamanna wrote, noting that the platform integrates with different contact middle infrastructure and CRM techniques.

International system integrators like Accenture-Avanade, HCL, EY, Hitachi, and TTEC shall be deploying the answer. ISV launch companions will embody buyer expertise options distributors Genesys and NICE.

The Digital Contact Middle Platform will cowl a spread of agent service and gross sales capabilities primarily based on the prevailing Microsoft lineup of customer support choices. Based on Lamanna, they are going to embody:

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