))
7. Unveiling the Architecture and Design of Modern Contact Centers on Microsoft Teams
Manage episode 424642612 series 3570623
Konten disediakan oleh Voca by AudioCodes. Semua konten podcast termasuk episode, grafik, dan deskripsi podcast diunggah dan disediakan langsung oleh Voca by AudioCodes atau mitra platform podcast mereka. Jika Anda yakin seseorang menggunakan karya berhak cipta Anda tanpa izin, Anda dapat mengikuti proses yang diuraikan di sini https://id.player.fm/legal.
In this episode of Always On CX:EX, Josh Chronister talks with Manoj Priyankara, Director of Solution Architecture at AudioCodes, about designing and architecting Microsoft Teams contact centers.
They discuss the differences between Teams-based contact centers vs. standalone contact centers, scalability of a cloud solution, omnichannel customer interactions, and the role of AI in agent experience.
===========================================================
Best Moments:
(01:48) Benefits of consolidating UCaaS and CCaaS onto Microsoft Teams
(11:37) How a Teams contact center can quickly scale to handle peak periods of demand
(19:01) Why Azure Communication Services is perfect for integrating channels like email, chat, and social media into your contact center
(26:57) The role of AI capabilities like virtual agents, conversational IVR, agent assist, and more
===========================================================
Guest Bio:
Manoj Priyankara is the Director of Solution Architecture at AudioCodes. He has many years of experience in contact center architecture and solutions.
===========================================================
Get Started with Voca CIC:
👉 Start a free trial of the Voca Conversational Interaction Center for 30-days: https://voca.audiocodes.io/signup
👉 Learn more about AudioCodes Voca CIC: https://www.audiocodes.com/solutions-products/voiceai/voca-conversational-interaction-center
14 episode
Bagikan
