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12. Successfully Integrating Microsoft Teams and Contact Center
Manage episode 440683364 series 3570623
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In this episode of AudioCodes' Podcast, host Josh Chronister discusses the integration of Microsoft Teams and contact centers with guests Irwin Lazar from Metrigy and Gidi Adlersberg from AudioCodes. They explore the convergence of unified communications (UC) and contact centers (CC), Microsoft's offerings in the customer experience market, and the role of AI in contact centers.
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Key Discussion Points:
(00:00:35) UC and CC consolidation trends
(00:04:13) Microsoft's Qs app and Dynamics 365 contact center
(00:09:07) Features driving adoption of contact center capabilities in Teams
(00:12:18) Evaluating competing Teams-certified contact centers
(00:17:24) AI implementation in contact centers
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Guest Bios:
- Irwin Lazar is the President at Metrigy, a research and advisory firm specializing in unified communications, collaboration, and customer experience technologies.
- Gidi Adlersberg is the Director of Conversational Interaction Center at AudioCodes, a company that provides advanced voice networking and media processing solutions for the digital workplace.
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Get Started with Voca CIC:
👉 Start a free trial of the Voca Conversational Interaction Center for 30-days: https://voca.audiocodes.io/signup
👉 Learn more about AudioCodes Voca CIC: https://www.audiocodes.com/solutions-products/voiceai/voca-conversational-interaction-center
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