Customer Experience Accelerators for Microsoft’s Digital Contact Center Platform

Student: Sophie Cairns, 2022-2023

Avanade is a Technology consulting firm created by Microsoft and Accenture in 2000 to deliver innovative services and solutions to enterprises worldwide using the Microsoft platform. The student is working with Avanade to create Industry specific, Customer Experience Accelerators (CXA) for Microsoft's Digital Contact Centre Platform (DCCP). The aim is to support the adoption of next generation Contact Center capabilities by creating industry specific products to improve customer engagement and service. Microsoft’s DCCP capabilities are newly enhanced through the recent acquisition of the advanced AI company, Nuance. Essentially, this project is investigating how Avanade can support organizations to transition from delivering customer support through the traditional call center model, to adopting a multichannel, "contact center" approach, leveraging the latest advancements in Automation, Security and AI.