Most elements of the Digital Contact Center Platform are ready, Microsoft says

There is good news from Microsoft about the new Digital Contact Center Platform: its components are nearly all available today. The challenge may be to help the channel understand what is really new beyond the name.  

From Nuance products to Power Platform services to Dynamics 365 Customer Service to Azure and Teams, the Digital Contact Center Platform, or DCCP, is ready for customers today, Microsoft representatives told partners at Inspire 2022. In reality, the DCCP today is more a representation of the company's combined contact center capabilities than it is a unified platform.

The DCCP will be “an open, extensible, and collaborative contact center solution,” according to Microsoft CVP Charles Lamanna, who announced the offering via a blog post.

But in questions from partners today, Microsoft officials explained that partners could in fact sell and deploy the elements of the DCCP today under the current pricing and licensing of the components. Partners can apply their current expertise and utilize whatever sales and marketing support that Microsoft, including the Nuance team, already offer.

But a few changes will come to the platform over time, company representatives confirmed.