Digital Contact Centre Platform (DCCP) with Sree Yeggina

FULL SHOW NOTES https://podcast.nz365guy.com/427 Sree Chandana Yeggina shares her background in the technology industry and her journey to her current role at Microsoft, including her work with Dynamics 365 and enabling partners and field sellers to understand the value and accelerate their opportunities. What is Dynamics 365 and how does it fit into Microsoft’s overall strategy? Sree shares her thoughts on the future of the Digital Contact Center Platform and the importance of understanding customer needs and pain points in order to provide effective solutions. Sree talks about the thinking around calling it a platform rather than just a product Sree explores how the DCCP has affected the call center sector The greatest difference between the agent interface and the actual interface was addressed by Sree Sree discusses the digital contact center platform and how it is becoming increasingly important in the service space. What are the importance and benefits of call recordings for businesses? Will it be possible now to stand up a call center on Microsoft’s platform? Sree discusses the Nuance acquisition and how it enhances the digital contact center platform by adding artificial intelligence capabilities to improve customer experiences. RESOURCES MENTIONED: Microsoft Dynamics Blogs: https://cloudblogs.microsoft.com/dynamics365/bdm/2022/08/08/the-ai-powered-contact-center-part-1-create-engaging-digital-experiences/ https://cloudblogs.microsoft.com/dynamics365/bdm/2022/08/08/the-ai-powered-contact-center-part-1-create-engaging-digital-experiences/ https://cloudblogs.microsoft.com/dynamics365/bdm/2022/08/24/the-ai-powered-contact-center-part-3-build-powerful-conversational-ai-solutions/ Microsoft 365 Copilot Adoption is a Microsoft Press book for leaders and consultants. It shows how to identify high-value use cases, set guardrails, enable champions, and measure impact, so Copilot sticks. Practical frameworks, checklists, and metrics you can use this month. Get the book: https://bit.ly/CopilotAdoptionSupport the showIf you want to get in touch with me, you can message me here on Linkedin.Thanks for listening 🚀 - Mark Smith