Microsoft held its annual Inspire event online again this week, where it unveiled its new Digital Contact Center Platform and updates to Microsoft Teams and Viva.
The Digital Contact Center Platform combines technology from Teams, Azure and Dynamics 365 with solutions from the newly acquired ambient and artificial intelligence (AI) specialist Nuance.
According to Microsoft, the platform provides contact centres with digital tools to engage customers across voice, video, and other digital engagement channels. And with input from Nuance, the Digital Contact Center Platform can provide better conversational AI, security and automation, with the goal of resolving customers’ issues faster and with more personalised service.
During the event, Microsoft also announced updates to Teams and Viva. These include:
- Teams Connect Shared Channels, which enables users to collaborate with people inside and outside an organization in one shared space
- Video clip, which allows users to record, send and view short videos in Teams chat
- Viva Goals, a goal setting and management solution that aligns teams with an organisation’s strategic priorities
In addition to the technology announcements, during his keynote CEO Satya Nadella spoke about the importance of technology in today’s volatile environmental and economic climate.
“Over the past few years, we’ve talked extensively about digital transformation, but today, we need to go beyond that, from talking about digital transformation to delivering on the digital imperative for every organisation,” he said. “The case for doing this has never been more urgent or clear. In fact, I would say it’s existential.
“The next 10 years are not going to be like the last 10. Digital technology is a deflationary force in an inflationary economy. It’s the only way to navigate the headwinds we’re confronting today.”
He highlighted five digital imperatives for businesses, which included having the right infrastructure in place and focusing on the cloud, sustainability and partnerships. He also announced the Microsoft Cloud for Sovereignty, which will enable customers to meet a government’s specific data sovereignty, security and privacy requirements. In addition, Nadella outlined new features in Azure, including Azure Orbital – which will provide new opportunities in Earth observation and global communications – and Azure Space Partner Community, to help partners scale their space solutions on Azure.
At Inspire 2022, Nicole Dezen made her debut as chief partner officer, having been appointed to the role in the days leading up to the event. She told attendees that her priority for the year ahead is to continue to deliver impact to partners in three ways: cloud innovation, go-to-market scale, and differentiation.
“I am so ready for FY23 and really excited to be accelerating the business with our partners,” she said.