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Microsoft Inspire 2022: The Biggest Announcements

Wade Tyler Millward

The Microsoft Digital Contact Center and updates to Teams and Viva were among the big announcements at Inspire 2022.

Microsoft Digital Contact Center Platform

Microsoft unveiled its Digital Contact Center Platform during Inspire.

The new offering combines technology from Teams, Azure and other portfolio products with newly acquired voice-to-text company Nuance.

The platform brings in artificial intelligence (AI) to power self-service and live customer engagements, collaborative experiences with live and virtual agents, business process automation, fraud prevention and advanced telephony, according to Microsoft.

Technology from Nuance improves the conversational AI, security and automation capabilities with the goal of resolving customers’ issues faster and with more personalized service. Contact centers can also offer targeted incentives to improve customer loyalty and upsell opportunities for more revenue, according to Microsoft.

The platform uses AI and Microsoft’s Context IQ feature to anticipate customer requests and predict intent, according to Microsoft. Customers are protected with integrated biometric identification, authentication and fraud prevention. Users also receive customer journey analytics to improve experiences.

 
Wade Tyler Millward

Wade Tyler Millward is an associate editor covering cloud computing and the channel partner programs of Microsoft, IBM, Red Hat, Oracle, Salesforce, Citrix and other cloud vendors. He can be reached at wmillward@thechannelcompany.com.

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