Until recently, a customer service center primarily involved a hotline, IVR, and a consultant. Today, this model is changing rapidly.

Over 80% of organizations surveyed by McKinsey are already investing in generative AI for customer care or are planning to do so, with potential productivity gains of 30–45%. At the same time, Gartner data shows that AI doesn't simply mean replacing people – most organizations surveyed maintain similar headcount while serving a larger customer volume.

Thus, a new balance of power is emerging.

Agents (artificial intelligence) take over some tasks, analyze data and support service.
Agents (call center team) gain context and tools that allow them to focus on matters requiring knowledge, decisions and empathy.
And the customer remains at the center – expecting fast and consistent service regardless of whether they choose a phone, chat, app or messenger.

During the conference, we will show how to combine people, AI, data and communication channels into one customer service process using Microsoft Dynamics 365.

You will see and hear, among others:

🤖 how agents can share work – what is worth automating, where AI can support a consultant, and where a human is still needed,

🧠 how to use the customer's context from the first seconds of contact and not force them to repeat information that the company already has,

☎️ how to move away from static IVR towards more dynamic service that responds to the situation of a specific customer,

💬 how to meet the customer where they want to be contacted – by phone, chat, app, messenger or self-service,

👤 how the daily work of an agent changes when data, customer history and AI support are available in one place,

📊 what the same process looks like from a manager's perspective – quality, efficiency and data needed to make decisions,

🔗 how Contact Center works with Customer Service , CRM, sales and marketing within one Microsoft Dynamics 365 ecosystem.

We won't show a list of functions. We'll show the process.

Instead of a classic screen-by-screen demo, we will guide participants through the story of the client and the specific case .

The customer contacts the company. The system uses available data and context. Automation or an AI agent can take over some of the tasks. When a human is needed, the agent receives the information necessary to continue serving, instead of starting the conversation from scratch.

We will show the same process from different perspectives:

Client → AI and automation agents → agent → manager.

We will also show you how the Contact Center connects to Customer Service , sales and marketing, creating one coherent customer service ecosystem.

Technology meets experience

We will intersperse practical demonstrations with business sessions, market experiences, and a conversation about the direction in which the Contact Center is changing.

How to Build a Leadership Position with Omnichannel? The Da Grasso Story

A Da Grasso representative will talk about the history of building a leadership position thanks to omnichannel and how customer communication changes when different channels begin to create one coherent experience.

Contact Center in practice – from problem to solution

We will discuss the real challenges that arise when designing and developing a Contact Center, business and technology decisions, and what to pay attention to to ensure that the solution truly meets the needs of the organization, agents, and customers .

Where is the Contact Center Heading? Expert Debate

AI, agents, voicebots, digital, omnichannel – the possibilities are growing, but with them come new questions.

What will AI actually take over? How will the role of agents change? Will the telephone lose its importance? Where does automation end and human value begin?

During the debate, experts will look at the future of the Contact Center from different perspectives and confront the possibilities of technology with the realities of the market.

Why should you participate?

👉 you will see Microsoft Dynamics 365 Contact Center in action, not in a list of functionalities ,

👉 you will learn the practical applications of AI and automation in customer service,

👉 you will see how the use of data and context changes the course of customer contact,

👉 you will learn how to build a consistent customer experience across multiple channels,

👉 you will see the same process through the eyes of the client, agent and manager,

👉 you will learn about Contact Center as part of the larger Microsoft Dynamics 365 ecosystem,

👉 you will hear experiences from the practical development of omnichannel and the Contact Center market.

For whom?

For people responsible for:

Contact Center · Customer Service Customer Experience Operations CRM IT Automation Process Transformation

and organizations that are developing their Contact Center, implementing AI in customer service, building omnichannel communication or looking for a way to better combine technology with business processes.

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A new balance of power is already being formed.

Agents, Agents, and Customers. See how to combine AI, people, data, and communication channels in the Contact Center of the Future.

Market data sources: McKinsey & Company; Gartner.

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Detailed agenda coming soon.

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