Elevate your customer experience with Microsoft Dynamics 365 Contact Center

Alright. Hello, everyone, and welcome to another CMS wire event. My name is Brenda, and I'm here today to help answer any general or technical questions that you may have. But before we get started, I'd like to welcome you to today's webinar, elevate your customer experience with Microsoft Dynamics three sixty five contact center. Now here's just a quick timing of today's agenda. Now these numbers are just rough, so please don't hold us to these. If at any point during today's webinar you have a question, please don't hesitate to submit those using that q and a tab that's located on the right side of your screen. And you can also chat with your fellow attendees by clicking on the public chat that's also on that right side of the screen. Now our sponsor has made a few resources available for you today and you can find that under the docs tab as well. Now here's just a little bit about us here at CMS wire. We were founded in two thousand and three and we cover these primary topics that you see here on this slide. You can read our great content and register for upcoming conferences and webinars like today's all by visiting CMS wire dot com. Now today's webinar would not be possible without our sponsor TTEC. So thank you TTEC for making today's event a possibility. Here's a little bit about TTEC themselves. TTEC Digital is a global leader in customer experience orchestration, combining technology and empathy at the point of conversation. With decades of innovation experience across the world's leading CX technology platforms, plus in house expertise in CX strategy, data and analytics, AI, and more, TTEC Digital delivers an unmatched skill set for organizations looking to forge deeper customer relationships and drive better business outcomes. You can learn more at the, ttech digital dot com slash partners slash Microsoft. Alright. So it is time to introduce today's speakers. Today, I am joined by Jimmy Richter who is the senior principal in sales engineering at TTEC Digital, and he is joined by Reese Luce, who is the senior product manager at Microsoft. With that, Jimmy, I'll turn it over to you. Okay. Thank you so much, Brenda, and thank you everyone for joining. So as Brenda said, the topic of today's webinar is to elevate your customer experience with Microsoft Dynamics three sixty five contact center. A little bit about our agenda today, we're just gonna cover five main items. But first, we're just gonna do a little bit more introductions and framing for the conversation. After that, we're gonna talk about the evolution and modernization of Microsoft's investment in contact center, specifically around the Dynamics three sixty five contact center product. After that, we get to the exciting part. We get to talk more about the Copilot AI features that are available within the solution, see a little of those solution, components in action. And then finally, we'll have a little bit of q and a together so we can round out the webinar. Like I said like Brenda said at the beginning of the conversation, my name is Jimmy Richter. I work with TTEC Digital. I'll talk a little bit about our organization in just a moment, but I'm also really fortunate to be joined by Reese Luce, senior product manager at Microsoft and just a wealth of knowledge and information about contact center technology as well as the specifics of the Microsoft products we'll be talking about today. So, Reese, thanks for joining me. Of course. Happy to be here. Alright. So just one quick slide about, about TTEC Digital. So we are a, and I've got a dual pull out here for you while I talk through it. So we've got over thirty years of experience in contact center. That's both operations and in the technology components of delivering effective contact center solutions. We've been selected by Microsoft to work hand in hand with both the go to market strategy and the product development of Dynamics three sixty five contact center, which I know you're all interested in learning about today. Some of this may be a review. You might be very familiar with the latest, announcements and and release of the product. Some of them may be a review. Is regarding our services and and, offerings, we do have quick start offerings that we can get you started very, very quickly in diving into some of these products and solutions all the way up until to to full CCAS and IVR implementations and takeouts. So when it comes to expertise for agent experience, operations, customer satisfaction, all the way out to telephony architecture and overall infrastructure, IVR, all those components across contact center, we can be your partner of choice. So if you like what you hear today, please don't hesitate to reach out to us or Reese with Microsoft if you wanna hear more. Okay. So I'm gonna start with a quick overview of Dynamics three sixty five contact center. So for those on the call, there might be a diverse experience with some of these Microsoft driven products. But I do wanna do a little level setting on what the product is, what's exciting about it, and how you can get started with it. So there's two specific use cases I wanna call out. One is that if you're you're a Dynamics three sixty five customer service user, this is an existing user of the CRM and CRM related components within the Microsoft stack of applications. You can, of course, add Dynamics three sixty five contact center to that solution and bring in all of the AI first components that we're gonna talk about in a bit along with all the omnichannel components, voice, chat, messaging, and so on that come along for the ride with the product. So that is one traditional case, and Microsoft's been living in this space for many years now and been a leader in the contact center space as an overall solution for both contact center solutions and your agent desktop and CRM related components. What's new about the product in addition to all of the great AI related features that have been introduced? There's also the ability to deploy this contact center solution with your preferred CRM of choice or as a stand alone solution. So in the past, you likely had to invest in a full a full, customer service transformational, investment. Now you can take all of the the great features and functionality of Dynamics three sixty five contact center and deploy it purely as a contact center as a service solution. So if you have some of the leading, CRM solutions in addition to Dynamics three sixty five you're using today, you can still leverage Dynamics three sixty five contact center as part of your overall contact center strategy and leverage all the tools that we're gonna start talking about in just a moment. So it represents a big shift in the overall strategy and modernization that Microsoft is having with this product. And this is just said another way and and shown another way. So on your left hand side, you have Dynamics three sixty five contact center fully embedded within the Dynamics three sixty five customer service components with all the features and functionality that we'll we'll discuss shortly. But on the right, you see that you have a fully embedded experience within another CRM platform or a custom application or even a stand alone CCaaS platform. You can make sure you deploy that in a way that makes sense for your business and your strategy at the current time. So in the past, if you wanted to engage with a lot of these these, these great products, you had to do generally a rip and replace of your existing, CRM platforms. That's no longer the case. And, when we look at all the great AI features and a lot of the components that come along for the ride, no matter your scenario, Dynamics three sixty five contact center, can, can meet the bill. And also with that, we at TTEC Digital, we can help you make a business case for introducing these platforms. So I know we're gonna talk a lot about the technology today, which is really important. But, of course, all of this matters in the in the context of your business. And so we can sit with you and understand what is gonna be the return on investment of of bringing in a product like this. What are the the major components that are gonna make an impact for you? We can sit with you and do that. We have, TTEC funded engagements to help do that at the beginning of an overall relationship with us and so on. Really excited to to, to get feedback after this on on some of those, initiatives that you have at your business. Alright. Again, this is just a a little bit of a reiteration of the last two slides, but now we're we're starting to call out some of the core features and functionality, which we'll demonstrate here shortly. They can really make a difference in how you operate your contact center. That's everything from agent experience and solutions to to retainment of personnel to, to your actual overall customer satisfaction experience, and then, of course, the op the optimal optimization and operations of your contact center to make sure you're getting the most out of that investment that you have. Just to go from left to right here, you'll see on the left hand side, hey, I have an agent desktop. I have a CRM, but I want to bring in a CCaaS solution. In that case, you can bring in Dynamics three sixty five contact center. And one thing we haven't mentioned before, coming along for the ride with this is Copilot Studio IVR. So this is a, in an IVR that's a pure it's conversational based and allows you to, interact with your customers in a way that can provide excellent self-service and also route that traffic to the appropriate agent queue or group as needed based on both how you configure the platform and some Gen AI capabilities that come along for the ride. And then the right hand side, again, just to reiterate, let's say I have Dynamics three sixty five customer service. I'm already a Microsoft user of CRM platforms. Of course, all of these features are available to you as well. And then going down the line, so we'll we'll we'll not gonna get through everything today, but, you can see there's a lot of Copilot and AI AI features that are available within the platform. So talked a little bit about conversational IVR. We have, again, Copilot bot based, chat messaging that's available at, you know, in the in the portal of your choice and Microsoft Teams as well to provide real time conversational feedback and self-service and also escalation to an agent. And then everything from agent assist technologies, real time translations, conversation summaries, intelligent routing so that you're reducing the amount of transfers that you have, and you're making sure that you're using, your contact center in the most, you know, efficient way. So, a lot to discuss here. Again, no matter which way you wanna deploy this product, we can, of course, help you do that at TTEC and and make sure that it's deployed in the appropriate way with all the best practices and industry standards that are out there. Alright. So before we jump into the, some of the demo criteria, you'll see that we've got a little scenario here. And, looks like the slide got mashed up there a little bit, but we can still walk through it. No problem at all. So, this is just a a garden variety scenario for a contact center. So for folks on the call, if you're interested in this, you're probably very familiar with contact center operations. And you know that even small increments of change and focused adjustments can make huge impacts to the overall operation and efficiency of a contact center. So if you, if we're taking the scenario of the supervisor, his name's Daniel. He operates a contact center of two thousand agents. Each agent is on the phone for six hours a day. Average length of of call, let's say seven minutes. So just doing the math, we have roughly a hundred thousand calls per day in this call center. And just to keep the math straightforward, we've got, you know, a fifteen dollar wage for each call center employee. K. So what happens when we start to introduce some of these features that we're gonna talk about in a bit? What happens when we we introduce, intelligent routing? Well, we're gonna reduce the amount of transfers, and the overall call length is gonna decrease. What happens when we introduce Copilot summary? That's gonna decrease the amount of agent context times required to understand what the issue is and the history of that customer so they can provide the best possible service. What about Copilot agent assist, which we'll see in a sec? That's gonna give us, that's gonna decrease your time to find the right answer. So it's gonna serve up knowledge based articles. It's gonna provide prompts and details for how the conversation is going so that the agent can provide the best possible service. And then conversation summary. So your time between calls, doing a wrap up, you're getting those summaries so the agent can pick with the appropriate notes or the appropriate SOP related actions that are required as necessary. And then, of course, anything related to self-service, that is a huge win for any contact center. Self-service is, one of the main drivers of overall customer satisfaction. If a customer is able to call and talk to a conversational IVR and immediately get the answer they're looking for in the context that, that they want, then, of course, they're gonna be very happy and then it's not require the actions of an actual agent. And that agent can be freed up to to work on, other other, conversations that require more, more focus. Likewise, with any sort of chatbot or conversational bot criteria, if we're able to provide the service to the customer without the interaction of an agent, that's gonna be huge when it comes to overall return on investment for for a contact center solution like this. So just at the bottom right, you'll see, you know, let's estimate agent efficiency approves by two minutes. So that could be bold, that could be not bold depending on your specific business, but a one to two minute improvement. You can see very quickly how this adds up. One to two minutes, you know, that can make, you know, hundreds of thousands of minutes reduced per day. Meaning that we have thousands of hours of less time that agents are on the phone with our customers. And, you know, thousands of hours times fifteen dollars an hour for for an agent, Obviously, ad can add up to large sums of money and a great return on investment for your team. And this also makes agents more satisfied. They're able to provide the best possible service for customers. They're getting satisfied, reduces the amount of of, of turnover, and, of course, reduces the amount of training time. And we did the math we just did with fifty thousand dollars a day in savings, thirteen million dollars in deer thirteen million dollars per year, that did not even include any sort of call deflection criteria or self-service criteria. So, again, the numbers could be even bigger. So, of course, every single business is different, and it's it's very easy to say, hey. We're gonna reduce one minute here, one minute there. But that's the whole intent behind all of these tools that Microsoft has introduced is that it is to get the most out of your contact center, provide the best possible customer experience for your customers, make your agents as happy as possible, and operate in the most efficient and productive way. Okay. So we're gonna do a little Copilot in action here. I'm gonna start with a, a chat scenario, and I'm I'm gonna go through that. And I'll talk a little bit through some of the, some of the voice scenarios as well. But big takeaway here is I've got a chat scenario in progress. I'm gonna pull up and just show a little bit of details here for the demo. Of course, there's a whole universe of, features and functionality that we could share today. So think of this as just a sneak peek into a handful of the features and, just knowing that that, there's a lot more to see here. So at this point, I'm gonna go ahead and and share my screen for the moderators and, and dive into the platform a bit. Okay. Alright. Just making sure everybody can see my screen. Reese, am I looking good? Looking good. Okay. Great. So just wanna set the stage here quickly for for where I am and and where I am in the overall process. So in this scenario, this is a chat based scenario where a customer has come to a, a self-service portal, and they've they've asked the the chatbot for some specific information. The chatbot has provided some feedback, and then they've asked to be escalated to an actual agent for support. So you'll see the conversation has started here. In this scenario, this is just a, a coffee, coffee machine manufacturer. If you're familiar with Microsoft, you're probably familiar with Contoso. We're using that as a scenario today. But, but the conversation has started, and now the agent has accepted that conversation and is beginning to work the conversation with the customer. So you'll see here we've got, and think of this as the standalone scenario. So early on in the discussion today, we talked about you could have this built directly into your Dynamics three sixty five customer service application similar to the omnichannel components. You could also have this built into a, a third party CRM platform, which I'll do a sneak peek in just a moment. But, in this scenario, we're using a a stand alone scenario where we're using this as a pure CCaaS solution. We've had a customer reach out via a chatbot, and then that conversation is being pulled directly in for for working here as well. Just to give you a quick tour, you'll see that that the, the individual chat has been, has been surfaced here. There's been some some, work done on the front end for a lot of the great tools that we mentioned previously. So based on agent skills and agent availability, this, this individual chat was routed to me. But you can the the system is highly configurable, so you can find if there's agents that can support more than one chat at a time. There's also unified routing and routing from for multiple different channels. So, maybe you have, agents that can take chats at the same time as they take calls and so on and so forth. You know, the sky's the limit when it comes to how you configure your contact center to meet your specific needs. But coming in here, we've got our chat started. You'll see I've got a few things in the landscape that I wanna review. So one is we've got an existing chat that has been going on, and this could this chat could have been going on for some time with the Copilot powered chatbot that exists on the website. So if I'm an agent, I may wanna go through the transcript, but I can also just very quickly get a a summary from Copilot, and it's gonna go ahead and provide me with a, a, summary of the conversation. Alright? The see if this renders up here. It wouldn't be a live demo if if for not getting a a response here. Okay. So let's see. K. Make sure we're we're getting a little feedback here. Okay. Great. So the the the chat is still up. I had it staged up for the call. So with that, you can get a, a Copilot summary here. You also you can see here we have a timeline of all of the different conversations that have existed or been, related to this specific contact. And so I can click on the highlights here. This is another Copilot feature, and it's gonna give me a, a summary of not just this conversation, but all the previous conversations that this, this customer has had. So, of course, when it comes to things like context switching and understanding who you're talking to and the history behind the individual customer, this is something that's hugely valuable for you. You'll also see you have access to all of the transcripts and and previous information from other calls. So you've got transcript information if you needed to listen to another call and all the transcripts as well. All these at your fingertips and available for you. And then we get into some of the the really exciting features as well. So Copilot's Copilot Studio is embedded in all ports portions of the product, and Copilot for service is a key component of that. This is a an AI powered agent assistant that will help your agent get the right information to the customer as needed. So the customer is asking about, you know, tell me about the maintenance. So the customer is interested in the the maintenance of their machine very easily, and and often the, Copilot will actually prompt them for some specific prompts that they can execute. But I can go ahead and just ask my Copilot for service agent assist to provide some feedback for me. And it's gonna go ahead. It's gonna give me that feedback. It's gonna cite that source based on the knowledge base that I've set up. It's giving it giving it to me in a generative AI, more conversational tone. Very easily, I could grab this information, and I could bring this back over to my chat and provide that feedback to the customer. Same thing goes for customer related data. So, specifically, if the the, the customer had authenticated themselves, we can provide specific information related to their orders and so on and so forth so you can get that information as quickly as possible. Of course, the the, the agent can dive directly into the customer record as well, but they can also leverage that Copilot feature in order to to allow them to use the, or to to search across various knowledge sources and specific customer information to get that feedback as well. Right? Wanna take a a quick step back to and talk about no. I'm going a mile a minute, everybody. I wanna get a lot of information in today, so thanks for everybody's patience. Taking a quick step back in a in a bird's eye view here. So, based on the, the individual, interaction from the, the the initial interaction from the customer, it may not even get to this point. There might be some some deflection, some, some customer service, feedback that's provided directly from either the conversational IVR. That is the voice platform that can provide direct feedback to the customer after authenticating them and making sure that they're getting the feedback that they need. And then, of course, if the the IVR cannot support the answer to the customer, then, then it can route it to an agent. The same thing goes for the the, the chat experience and messaging experience. Same thing with SMS. So I'm gonna go ahead and end this here. And what I'm gonna do is I'm just gonna I'll show you a little bit of that scenario, and then I'm looking at time check here. We, we might move on in just a second. But you can see here so once I ended this up, I got some issues here. It give me it gave me a description, gave me some feedback. I can pull this into notes. I can work through that, and, and, you know, store that information for the next interaction. And then, of course, the conversation details are are captured here as well. So just a quick sneak peek, to to one of the features that I was talking about previously. If I go over here to my, third party CRM platform, you can see that we have the fully embedded experience that's available here as well. And so you'll notice a lot of those core features, that were just being being shown directly in, within the standalone Dynamics three sixty five for contact center experience are available here either in a third party platform, a custom application, and so on. There are available connectors, and components that make this very, very easy to set up. All your expectations of what you would expect from a modern contact center solution, screen pop, context switching, passing of data, all that's all of those things are included within the platform. And, of course, we at TTEC can help you with a lot of those components and make sure you're getting the most out of the platform. But just to show a little sneak peek here, same components, same availability over here with a, a third party CRM application. Okay. Let's go back here for a second. So I did wanna very briefly show this real quickly here because I do wanna show some of the call deflection and some of the generative AI capabilities that are available within the platform. So, again, we're at any chat scenario, we, have a customer that's coming to a self-service portal or website. And in this case, they're just gonna ask some questions to our chatbot. And based on the knowledge base that we've set up in accordance with it and all the, all the related repositories we wanna use, we can give real time feedback to that customer. Alright. So starting up here, let's say I'm I'm a customer coming to the Contoso website. You'll see I'm being prompted for some some help here. And let's just say for for an example, I ask a question in another language. K? So I'm asking you actually about the Smart Bureau three thousand, which is a a product that we offer, but I'm asking it in different language. Now notice that or be aware that all the knowledge sources that we've set up are all written in English. So this is not that we have to have a separate knowledge base for, for each language. The the system is going to to leverage the generative AI tools that are available in the platform and provide a response to that customer in the the language of their choice. One thing we won't be showing today as well, but there's also real time translation built into the platform too. So if I could be a customer speaking in one language and the, I could be the agent sitting in the platform and being and being able to respond in my own native language with the real time translations for each individual line item there invisible for me. You'll see I'm getting a feedback here directly from, the the bot, and, and it's giving that feedback in the in the, the language of my choice. Likewise, just gonna go ahead and ask the same question in English. I'm just asking about some flavors that are supported with the machine, and I should get a response in the appropriate language there as well. And then, of course, at any time, I could ask to escalate to an agent, or I could, continue to ask questions and work through some of those details. K. So just a quick recap. Customer initiated conversation with us. This could be done via conversational IVR invoice. This could be done via a, a conversation with, Copilot powered bot, getting some getting some real time feedback, getting some self-service. It's routed into the platform. The the agent is able to provide the best possible service to that agent I'm sorry, to that customer. And that's using a lot of the tools we discussed today, the agent assist, Copilot summaries, and so on and so forth. There's also a lot of of features related to agent scripting, prompting, like I said, real time translation, intelligent routing. Sky's the limit. We could talk through a lot of the components today. But, but just wanted to make sure we we highlighted some of these these key Copilot features. So what does this mean to you? We talked a bit about I'm gonna come back to the slides now, everybody. Alright. So let's do a quick recap of some of the things we discussed today. The overall platform can be deployed in various ways in ways to meet your specific needs in the strategic direction that you have for your for your contact center. So be deployed with an existing CRM solution as a standalone CCaaS component and as, of course, part of the overall Dynamics three sixty five stack of applications, that Microsoft provides. Lot of great AI features. I know we we we talked through a couple today here on the on the, the webinar. There's, you know, dozens more that we have not discussed. We're obviously happy to do tailored demos, work with you on, understanding your specific needs, and then, of course, make those business cases for, for looking into this the specific deployment of this application as well. So, I think what we'll do is we'll move on now, and we'll go to our our q and a section. And, and then we can we can take this as long as we need and and talk about any of the things I talked about or or any features and functionalities of the product. Okay. Perfect. Thank you so much for that presentation. And, yeah. Let's get into some q and a here. So we have one question from an audience member, and they asked what additional value can Copilot provide as compared to other similar AI assistance? I can go ahead and take that one. K. So when it comes to Copilot, in d three sixty five contact center, it offers, I would say, somewhat of an a unique experience, when assisting agents, because it not only offers things like, multi turn q and a while you're interacting with the copilot, but it also offers, really powerful features. Stuff, you know, most of which, Jimmy has covered already today, but I'd love to, you know, kind of go through that a little bit more, and try to get a little bit more color and detail to that. So, you know, the powerful features, I would say, are things like timeline highlights across all of the channels. So, you know, whether customers have interacted or engaged through voice or through any of the social media channels or what have you. Agents have the opportunity to, you know, pick up right where the last agent left off, and continue the conversation there. You know, there's also that contextual, summarization of the conversation in place so that the agents can get up to speed really quickly if the conversation was transferred to them by a bot or by, you know, a colleague of theirs. And, you know, Copilot also offers, auto prompts, as it's listening to the conversation that's taking place between the agent and the customer. And it's pulling from, you know, appropriate knowledge basis, you know, whether it's our first party knowledge base and dynamics or, a connected third party knowledge base. Copilot is able to pull from, you know, the appropriate places to be able to get that accurate information to the customer, or quickly to the agent to be able to give to the customer. And, of course, there's the Copilot case summarization. There's email assist, which, are features that help shave off some of that time from the post conversation wrap up activities. And, you know, Jimmy was able to demonstrate our real time translation. And if you saw on the screen as well during that demo, our real time sentiment analysis, and these, features help to, seamlessly assist agents to be able to maintain their focus on, you know, resolving the issue at hand. And even if that translates, to just a few seconds of handle time per conversation, that could really add up in cost savings, especially in contact centers that get, you know, thousands or even hundreds of engagements per day. Very true. Yeah. Accurate and consistent information. I think definitely keywords there. So thank you for that, Reese. Here's a second question here from an audience member. What do you think is the biggest game changer in this new Microsoft version, and how do you think it stacks up with other contact center as a, service solution? Sure. I can do that one too. So, you know, the game changer, I think, really comes down to, the fact that our contact center solution doesn't demand that rip and replace of an organization CRM to be able to, get all that cutting edge omnichannel and copilot capabilities that we offer today in contact center. You know, there's no longer that barrier that needs several, you know, high level decision makers to then scrutinize before making this huge decision to move forward with an all in one AI first contact center solution. You know, with d three sixty five contact center, there are on ramps to our solution, that folks can easily deploy right now, in tandem with working towards getting that overarching buy in to do a full all in one contact center leader. And all that while being able to leverage the CRM investments that they have in play today. So, you know, from the perspective of where we stand apart from the rest, for customers, you know, who have a a full vision of what they want to accomplish with their contact centers, say those who already invested in our d three sixty five sales or customer insight solutions, you know, we play well in those situations because of the foundation that we have, with Dynamics, being able to utilize established data and history and data verse, to be able to stand up contact center very quickly and easily. And, I would say a second, piece, to, you know, where we stand apart, would be our Copilot and AI capabilities. You know, we have a really strong connection with the OpenAI. We've put a lot of investment into making sure that our Copilot is next best, if not the best in the market. So, we have a lot of those Copilot features built within the solution, and those features are first party features. So you're not having different plugins in the background trying to make things work. You're not, you know, having a lot of solutions trying to work together. Our Copilot is dynamic spaced. So I'd say that's a significant value as well. It's really important. Yeah. You're not messing or toggling with any APIs, any coding. Right? It's all first party. Absolutely. That's great, Reese. Thank you. Third question here from our audience is, does Microsoft, sorry, Microsoft Dynamics three sixty five contact center leverage Microsoft Teams? This is for you as well, Reese. Did either of us either of us can take this one with Reese? Yes. Yes. Question. Should we get a lot? Yeah. Yeah. Did you wanna did you wanna start and I can pipe in? Sure. I just just know I know that, you know, Dynamics three six zero contact center Oh, sorry. I think my connection's a little oh, there you go. No problem. Yeah. You you use this call routing, you know, internal unified routing engine. So, both call routing and calling infrastructure is ACS, Azure Communication Services. So it's it's the backbone of what Teams is today. Dynamics three six five contact center uses, the same framework. There is capability to escalate to Teams for voice and video, and, and contact center agents can obviously consult and transfer within Teams. It's actually one thing I didn't show today, but built into the platform, is the ability to to connect into Teams. And you can also do, of course, a lot of the industry standard swarming and and and barging from a supervisor perspective based on, not that's not actually Teams based, but based on, sentiment and things like that. So a lot of ability to collaborate within the platform. Teams is one component of that. And then from a licensing standpoint, you know, contact center agents do not need to have Teams licenses. It's a it's a separate component. But, you know, Teams users will need to have it. You know, Teams phone system licenses, of course, if they're, if you're transferring calls and so on from from Teams. And I don't know if, Reese, you wanna provide any more color about that. Yeah. Thank you. Sorry. My my connection was cutting in and out, so I apologize if I was interrupting you at any point during that. But, you know, you covered all the key things. I would say all the key, topics regarding, you know, teams and contact center, that I would wanna cover. But, you know, all of that to say, you know, teams is something that we often receive questions about, when it comes to contact center. So there is a a vision for some small steps, that we've taken, already at this point, to, get to a better together roadmap for contact center and teams. And, you know, if there is any other feedback, out there, you know, regarding Teams and contact center and how, they would work together, we would welcome continued feedback on the topic. So feel free to reach out about that. Lovely. Thank you. Here's our fourth audience question here. So for voice specifically, can a customer's existing phone number be ported over? Yep. So, Reese, feel free to put I'll I'll start and you can provide some color as well. So, there are multiple options for for handling this. There is a bring your bring your own carrier option. So everything can be direct routed through ACS and into the platform with your own carrier, your own number, and so on. It's also a first party platform. So if you wanna utilize Azure communication services to generate new phone numbers or or work your telephony that way, you have the ability to do that. So, and that's something that, that Titec Digital has a lot of experience in the telephony space. So like I mentioned at the very beginning, a lot of experience, not just within the Dynamics three sixty five and Microsoft stack of platforms, but also your overall strategy when it comes to your telephony infrastructure and architecture. So, happy to help if if you have questions about that, and and specifics about how, hey. I've got I've got this existing call center today. What would my telephony architecture look like if if I try to implement Dynamics three sixty five contact center? We absolutely can help you with that. I know Microsoft can as well. The system is meant to be be leveraged, in in various use cases based on your existing framework and and architecture from a telephony perspective. Maurice, please. You know, you covered that really well. I don't know that I have much more to offer there. I think you mentioned that we can migrate members as well. So, if you didn't mention that, that's that's all I have to add. Awesome. Thank you both. And, quick shout out to our audience member, Jeff Cayman for a great presentation. Thank you, Jeff. Thank you for that shout out. Another question here for q and a. What is the capacity sweet spot for d three sixty five contact center's voice channel? Glad you take that one, Lisa. Great question. I can take that one. Mhmm. Yeah. Awesome. So when it comes to voice channel, they got a recent release of enhancements to that channel. That sort of sweet spot, we would say, would be a ramping on the call center volumes. That could help determine the number of agents that would be the sweet spot for agents. So that's that of organizations and all sizes, from SMBs enterprises. So that's our current, you know, capacity, for all of our channels and on each you know? And and, Reese, you were cutting out a little bit. I wanna make sure our audience doesn't miss your response. Would you mind typing in that into the chat for them so your connection stabilizes here? I think I'm back in terms of connection. So apologies if you were asking me anything. There you are. Yep. No. So we were saying you were cutting out a little bit during that response. I wanna make sure the audience doesn't miss that. Do you do you think you could repeat it? Sure. Sure. So I'm seeing my connections on green right now, so that's that's good. So I just wanted to reiterate, we did have recent, enhancements to our voice channel. So in terms of sweet spot, that would be, you know, a concurrency of five thousand calls today. We do have an have an aggressive plan for ramp up of that concurrency to twenty five thousand. Not gonna happen here, Brenda. No. I'll start our concurrent able to support the needs, of all organizations. Yeah. Mhmm. Pudgy again on the connection? Yeah. Sorry. Yeah. We missed we missed a portion of that. Again, we we can always share these responses with our audience later on as well. So we'll jump into the next one for now. Let's see which ones we haven't covered yet. Let's see. Jimmy, let me know if in particular. We have about two remaining. So, can d three sixty five contact center connect with a legacy slash homegrown CRM, or, can we use the d three sixty five contact center without any CRM at all? Is that a possibility? Yes. So yes to both. I'll start with the second one first. So that the some of the components you saw today were actually the stand alone version, with a few tweaks. But, basically, the the idea is that you could deploy this without a CRM solution as purely a contact center solution. And then and then there also is the option, of course, to fully embed this and integrate this within either a Microsoft application or, like we mentioned before, a third party application. Or as this question is asking, there's also the ability to connect and integrate into a legacy or homegrown CRM. So there are some methods for doing that. There's some we have some, best practices and and sample code that's out there in GitHub and Microsoft Learn. But the whole idea of this platform is to to meet you where you are and get and give you all the capabilities of of, of this platform with the the situation that you're in and the strategy that you have going forward. So it doesn't require, it doesn't require a major disruption of your overall, IT contact center strategy. It can be integrated directly into that, whether that's with a homegrown system with a, in a standalone version or, of course, some of the major players within the CRM and service space. And then, obviously, Dynamics three sixty five customer service, which is which is Microsoft's customer service platform for Internet management, SLAs, and so on and so forth. So, yes to all of it, and, that's one of the reasons why the product's so exciting. Perfect. And here's our final question, and then we can kinda give our audience just some closing remarks here. But what is the best way to move forward if, this is something that someone in our audience today is interested in? Yep. So I know that, Dynamics three sixty five contact center trials are currently in the works by Microsoft. So Microsoft's working to make sure those are available for customers for trying out the product. I will say, of course, TTEC Digital, we are here to support to support you in this journey. So, if you're interested in learning more about the product, we've got, the ability to do tailored demos specifically to your organization. And then, of course, you know, discovery engagements work with you specifically about what you need. So, not hesitating to reach out to either us or to Microsoft. We can definitely get you started and get you dialed in with with what's out there, what's available for you so you can in in-depth, you know, feeling of what this could mean for you and your organization. Perfect. Yeah. And if anyone is interested in in taking the next steps under, again, the docs tab, there is a few resources linked, specifically one titled TTEC Digital plus Microsoft. You can click that and get in contact with today's team. Jimmy, Reese, any other final closing remarks before we wrap up today? I just wanna take this opportunity to to thank everyone very much, for listening in. I really wanna thank, obviously, my co presenter, Reese, for for joining me as well and and everybody at CMS wire. So I I really hope you got something out of the presentation. We are here for you at TTEC Digital. If, if you've got any questions about anything you saw today, like I said, or anything across, your telephony, Microsoft architecture, and so on. So, I just wanna say thanks to everybody who participated, and looking forward to hearing from you. That very great. And I I don't know oh, there you go. There you go. I I just wanted to keep it short and sweet. You never know with my connection at this point, but thank you so much, TTEC, and CMS wire for having me today. It was, wonderful to be able to engage in this way, and, you know, encourage you to go ahead and take a look at contact center. And if you're interested in learning more, please feel free to reach reach out. Lovely. Well, thank you both. And again, thank you to TTEC for sponsoring today's, webinar at TTEC Digital. Apologies. For our audience members, thanks for engaging and submitting your questions and and actively participating in the chat. This webinar was recorded, so you will be receiving the link to that recording and a follow-up email. But until then, we will see you on the next one. Thanks, everyone.