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7. Unveiling the Architecture and Design of Modern Contact Centers on Microsoft Teams
Manage episode 424642612 series 3570623
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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.
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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
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Guest Bio:
Manoj Priyankara is the Director of Solution Architecture at AudioCodes. He has many years of experience in contact center architecture and solutions.
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