AI-Powered Call Center – Dynamics 365, Copilot, and AudioCodes
See how to integrate communication channels, CRM, voice, and analytics into a single contact center environment. Experts present practical applications of Dynamics 365, Copilot, Power BI , and AudioCodes technology.
00:00
Introduction and Webinar Agenda
7:50 a.m.
AI and Key Trends in Contact Centers
3:39 p.m.
Voice AI and AudioCodes Solutions
5:48 p.m.
The Microsoft Ecosystem and Integration Architecture
11:31 p.m.
Microsoft Dynamics 365 Contact Center Demo
24:17
Customer Self-Service, Chat, and Copilot
35:10
Voice Call Handling and Intelligent Routing
39:47
Customer History and Consultant Support via Copilot
42:59
Sentiment Analysis During a Conversation
50:26
Contact Center Reporting and Performance Metrics
52:09
Questions from participants and Microsoft grant programs
Summary
A modern contact center should provide agents with the full context of a conversation, regardless of the channel through which the customer contacts the company. The combination of Dynamics 365, Copilot, Power BI , and AudioCodes technology enables communication and data to be managed within a single environment.
In this video, you'll see how to:
- integrate voice, chat, and CRM,
- use AI for customer self-service,
- forward inquiries to the appropriate consultants,
- automatically summarize conversations and contact history,
- analyze customer sentiment in real time,
- monitor wait times and the team's performance,
- reduce service time by up to 30%.
A unified contact center reduces the need to switch between systems and provides agents with the information they need to serve customers efficiently.
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