Unify Every Conversation with Microsoft Dynamics 365 Contact Center & Copilot

Most service teams aren’t struggling because of agents — they’re struggling because of complexity. Calls, chats, emails, and apps all live in different systems, routing rules break without warning, and supervisors spend more time stitching together data than improving the customer experience.

Microsoft Dynamics 365 Contact Center changes that by bringing every interaction and every signal into one AI-ready platform—and in this session, JourneyTeam will show you what that looks like in real life.

Join CRM and Contact Center experts Drew Peterson and Ben Miller as they unpack the real-world path organizations are taking to modernize their service operations with Microsoft’s fully unified contact center. You’ll see how teams move from today’s fragmented “current state” to a future where:

• Voice, chat, SMS, social, and CRM all operate in a single Microsoft ecosystem
  No more juggling vendors, APIs, or widgets. Every channel flows through the same data foundation.
• Agents get AI-assisted productivity from day one
  With real-time transcription, intelligent prompts, next-step recommendations, automatic wrap-up, and full conversation summaries.
• Supervisors finally get the visibility they’ve been missing
  Monitor live interactions, track sentiment trends, and coach in the moment—without hunting through multiple dashboards.
• Self-service and human-led AI agents become achievable
  Using Copilot, Copilot Studio, and agentic workflows, organizations can begin automating routine resolutions while keeping humans in control.
• Technical debt drops dramatically
  By consolidating telephony, omni-channel routing, and CRM into one governed platform, many organizations realize immediate cost savings and faster time-to-value.

You’ll also see a live walk-through of Microsoft’s agent and supervisor experiences — including call transcription, unified timelines, AI-driven case updates, and intelligent routing in action.

Whether you’re evaluating a move to Dynamics 365 Contact Center or looking for practical next steps to unify your service operations, this session offers a clear, grounded perspective on what’s possible today—and what’s coming next.