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Unifying UCaaS and CCaaS: Teams Phone Extensibility, Unify and Dynamics 365 Contact Center

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Manage episode 520090266 series 3434773
Content provided by Tom Arbuthnot. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by Tom Arbuthnot or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://podcastplayer.com/legal.

Listen to Sean Gilmour, Principal Product Manager Lead for Advance Calling - Microsoft Teams, and Pratichi Dash, Product Manager - Dynamics 365 Contact Center Voice and Conversational AI , explain Teams Phone Extensibility (TPE), Unify and how they enable a single, unified phone system across UCaaS and CCaaS.
• What TPE is, how it works with Azure Communication Services, and why the Unify certification matters for a level playing field
• How Dynamics 365 Contact Center uses TPE to reuse existing Teams Phone architecture and Operator Connect carriers
• Coexistence with Azure PSTN/Direct Routing today, with Microsoft recommending TPE going forward
• Practical AI today: agent-assist with summaries, translation and guidance, plus the roadmap towards intelligent IVR and smarter routing
• Seamless call movement between Dynamics agents and Teams SMEs for faster resolutions across the organisation
Thanks to Numonix, this episode’s sponsor, for their continued support of Empowering.Cloud

  continue reading

147 episodes

Artwork
iconShare
 
Manage episode 520090266 series 3434773
Content provided by Tom Arbuthnot. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by Tom Arbuthnot or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://podcastplayer.com/legal.

Listen to Sean Gilmour, Principal Product Manager Lead for Advance Calling - Microsoft Teams, and Pratichi Dash, Product Manager - Dynamics 365 Contact Center Voice and Conversational AI , explain Teams Phone Extensibility (TPE), Unify and how they enable a single, unified phone system across UCaaS and CCaaS.
• What TPE is, how it works with Azure Communication Services, and why the Unify certification matters for a level playing field
• How Dynamics 365 Contact Center uses TPE to reuse existing Teams Phone architecture and Operator Connect carriers
• Coexistence with Azure PSTN/Direct Routing today, with Microsoft recommending TPE going forward
• Practical AI today: agent-assist with summaries, translation and guidance, plus the roadmap towards intelligent IVR and smarter routing
• Seamless call movement between Dynamics agents and Teams SMEs for faster resolutions across the organisation
Thanks to Numonix, this episode’s sponsor, for their continued support of Empowering.Cloud

  continue reading

147 episodes

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