empowering people to work smarter and more flexibly. We have integrated the best of collaboration and productivity from Microsoft Teams and Microsoft 365 within Dynamics 365 and Power Platform. We’ve made it remarkably simple to exchange information, ideas and knowledge with others, right from a Teams chat within Dynamics 365. A sales representative can quickly track down pricing for a proposal or a service agent can bring together experts from different departments to troubleshoot and fix a customer issue. Another area of innovation is automation and insights, which can help to reduce the countless hours employees spend searching for the right information, poring over data for insights, and performing manual, repetitive tasks. Automation and AI-powered insights are now built into every layer of Dynamics 365, so people can focus on what’s important and automatically receive guidance as they go about their day. Can you tell us about any recent additions to the suite and how these will help Microsoft partners and customers? We recently announced two major development to Dynamics 365 that bring these innovations into focus. The first is Viva Sales, which brings together any customer relationship management (CRM) system – such as Dynamics 365 Sales – and Microsoft 365 and Teams to provide a more streamlined and AI-powered selling experience. With AI embedded throughout, Viva Sales surfaces insights from interactions between sellers and their customers across Outlook mails, Teams chats, call transcripts, Office applications like Word, Excel, and PowerPoint, acting as a sales coach to move deals along with recommendations and reminders. These real-time insights help sellers to better understand where each customer is in their purchase journey and gives them clear steps to guide the relationship. The other major addition is the Microsoft Digital Contact Center Platform, through which we are modernising the customer care experience. By using this solution, contact centres have access to a comprehensive yet flexible solution that delivers best-in-class AI that powers self-service experiences, live customer engagements, collaborative agent experiences, business process automation, advanced telephony, and fraud prevention capabilities. It is powered by Microsoft Dynamics 365, Teams, Power Platform, and the newest member of the Microsoft family, Nuance. The addition of Nuance brings a new level of conversational AI, security and automation to the contact centre. Can you briefly outline how these recent changes can further enable Microsoft customers to rapidly innovate and deliver services and products more effectively? Let’s start with collaboration. People don't have time these days to sift through emails, dig through files and wait for voicemail responses. They need the ability to connect and collaborate with others without switching between systems and applications. By tightly integrating productivity and collaboration apps in Microsoft 365 – Teams and Office “With connected data, underpinned by industry leading AI and insights, there are no limits to what organisations can do” 77
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