Microsoft Digital Contact Center

Photo by Andrea Piacquadio on Pexels.com

Announced at Inspire 2022, the Microsoft Digital Contact Center (MDCC) is the latest in a relatively recent line of “Products that are actually bundles of other products and parts of other bundles” – namely the various “Industry Cloud for…” and the “Intelligent Data Platform”.

The MDCC is comprised of:

  • Dynamics 365
  • Teams
  • Power Platform
  • Nuance

It’s interesting to see Nuance appear in something outside the Cloud for Healthcare…Microsoft clearly had some plans when they made that acquisition! This new offering focuses in all the areas you’d expect such as:

  • Omni-channel engagement
  • Customer self-service
  • AI powered virtual agents
  • Voice & video engagement
  • Biometrics and customer security
  • Analytics
  • AI powered support & knowledge articles

Microsoft look to be using established partners in this areas to deliver solutions based on MDCC, at launch these include:

  • Accenture-Avanade
  • EY
  • HCL
  • Hitachi
  • KPMG
  • PWC
  • Avaya

and more. Check out more information from Microsoft here.

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