By Scott Clark
July 18, 2024: This article by Scott Clark in the CMSWire contextualizes the launch of Microsoft Dynamics 365 Contact Center and its implications for customer-facing businesses today. With quotes from multiple sources, the write-up summarizes how recent contact center innovations like the latest one from Microsoft have “truly shaken up a market that had started to feel a bit commoditized”.
But is it the “end-all-be-all solution” for every enterprise, he questions, and has Kore.ai CTO Prasanna Arikala weigh-in with his opinion: “While Microsoft’s CCaaS solution is a strong addition, it aligns with current market trends rather than fundamentally reshaping the landscape.”
