Microsoft Digital Contact Center platform

At Inspire 2022, Microsoft today announced the new Microsoft Digital Contact Center Platform, an open and extensible contact center solution. This new platform is powered by Microsoft Dynamics 365, Microsoft Teams, Microsoft Power platform and Nuance. Microsoft’s recent acquisition Nuance brings conversational AI, security, and automation to the contact center. This will help customer agents better serve their customers.

Microsoft Digital Contact Center Platform offers the following:

Omnichannel Engagement and intelligent self-service:

  • Customer self-service and automation
  • Intelligently connect customers to virtual and live agents
  • Hyper personalized omnichannel service


  • Biometric authentication
  • Prevents fraud by uncovering fraud patterns and attack vectors
  • Customer journey analytics
  • AI intent prediction

Improved agent productivity:

  • 360-degree view of a customer
  • Conversational intelligence
  • AI-recommended knowledge articles
  • Intelligent case swarming

Improved customer acquisition:

  • Real-time offers
  • Personalized offer recommendations
  • Predictive targeting
  • Preemptively notify customers of special promotions and updates