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Inspire 2022: Microsoft adds Nuance tech to new Digital Contact Center Platform offering

by Jason Gumpert
Editor, MSDynamicsWorld.com

Microsoft announced the expansion of its customer experience portfolio with a new Digital Contact Center Platform that brings Nuance contact center technology together Dynamics 365, Teams, and Power Platform.

The platform will be “an open, extensible, and collaborative contact center solution,” according to Microsoft CVP Charles Lamanna, who announced the offering today in advance of the start of Microsoft Inspire 2022, the company’s annual global partner event.

“The open nature of our platform enables companies to build on what they already have and easily add any combination of capabilities they need to take their contact center to the next level,” Lamanna wrote, noting that the platform integrates with other contact center infrastructure and CRM systems.

Global system integrators like Accenture-Avanade, HCL, EY, Hitachi, and TTEC will be deploying the solution. ISV launch partners will include customer experience solutions vendors Genesys and NICE.

The Digital Contact Center Platform will cover a range of agent service and sales capabilities based on the existing Microsoft lineup of customer service offerings. According to Lamanna, they will include:

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About Jason Gumpert

As the editor of MSDynamicsWorld.com, Jason oversees all editorial content on the site and at our events, as well as providing site management and strategy. He can be reached at jgumpert@msdynamicsworld.com.

Prior to co-founding MSDynamicsWorld.com, Jason was a Principal Software Consultant at Parametric Technology Corporation (PTC), where he implemented solutions, trained customers, managed software development, and spent some time in the pre-sales engineering organization. He has also held consulting positions at CSC Consulting and Monitor Group.

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