Contact Center
The latest Contact Center coverage — news, analysis, and updates from the WindowsNews.AI desk.
BT's New Cloud Contact Platform Puts Microsoft at the Center of Enterprise Customer Service
BT Group has thrown its hat into the cloud contact center ring with the launch of Cloud Contact Global Edition, a service designed to give multinational enterprises a unified, resilient platform that...
RingCentral Brings 'Informal' Contact Center to Mid-Market with New Teams App
RingCentral has officially launched its Customer Engagement Bundle as a generally available native app inside Microsoft Teams, targeting mid-market organizations that need a professional-grade...
Riverty's 68-Day Dynamics 365 Contact Center Migration: How Financial Services Deployed AI-Ready Infrastructure Without Business Disruption
Riverty, a European payment services provider, completed a full-scale Dynamics 365 contact center implementation in just 68 days without interrupting customer operations. The company migrated from a...
Dynamics 365 Contact Center Adds FetchXML for Smarter Consult and Transfer Routing
Microsoft has begun rolling out a significant enhancement to Dynamics 365 Contact Center that empowers administrators with unprecedented control over consult and transfer workflows. The new...
Microsoft Teams Contact Center: Revolutionizing Customer Service with AI Governance
Microsoft Teams is rapidly evolving from a workplace collaboration platform into a comprehensive contact center solution, fundamentally changing how organizations approach customer service. With over...
Transforming Microsoft Teams into a Contact Center: Integration Models Explained
Microsoft Teams has evolved far beyond its origins as a workplace collaboration tool and is now positioned as a viable platform for customer-facing contact center operations. While the platform...
Fusion5 Ranks Among Top Four Globally in 2025 Microsoft Dynamics 365 Awards
Fusion5 has achieved a significant milestone in the Microsoft ecosystem, being named a global finalist for the prestigious 2025 Microsoft Dynamics 365 Service Partner of the Year Award. This...
Riverty's Rapid Microsoft AI Rollout Unifies Customer Service Across 8 Markets in 100 Days
Riverty, the financial services arm of Bertelsmann, and systems integrator Cluster Reply have delivered a unified, AI-first customer service platform built on Microsoft Dynamics 365 and Copilot...
Windows 10 Support Ends October 14, 2025: Upgrade, Pay for Security, or Face the Risk
Microsoft will stop issuing security updates for Windows 10 on October 14, 2025. With nearly half of all Windows PCs still running the old operating system, millions of users face a ticking clock....
Data-Safe AI in Ukraine: How 10 Tools Including Microsoft Copilot Are Reshaping CX
Ukrainian customer service teams are racing to adopt AI in 2025, but a detailed community-backed analysis warns that the real work begins after the vendor demos: piloting tools against actual ticket...
Microsoft's Live Interpreter API Now Translates Speech in 76 Languages Without Preset—Public Preview Opens
Microsoft just flicked the switch on a public preview that aspires to erase language barriers in boardrooms, call centers, and classrooms. The new Live Interpreter API, a fresh layer atop Azure...
Voca CIC Secures Teams Unify Certification and UC Today Award, but 99.999% Uptime Claim Needs Scrutiny
AudioCodes’ Voca Conversational Interaction Center has achieved Microsoft Teams Unify certification, a milestone that immediately propelled the contact-center-as-a-service platform to win UC...