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Microsoft Contact Center Intelligence: New Name, New Experience, or Something Bigger?
Microsoft isn’t new to conversational AI. So why Contact Center Intelligence, and why now? If you’ve been following Microsoft’s contact centre journey, you’ll know that conversational AI isn’t exactly new territory. We’ve had Azure Bot Service and the Bot Framework, Bot Framework Composer, Power Virtual Agents, Nuance and, more recently, Copilot Studio. Each has played… Read more
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Importing Demo Data in the Dynamics Contact Center
As more users of the Microsoft Dynamics Contact Center become interested in using the first party agents available in the product, they may encounter a common challenge. For e.g. Do they have enough conversations available for the agent to mine intents and intent groups or to populate the forecasting report using historical conversations? Importing conversations… Read more
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