Customer expectations are higher than ever, and traditional contact centers are struggling to keep up. This guide explores how businesses can transform their contact centers from cost centers into profit drivers by delivering proactive, personalized, and seamless customer experiences—powered by generative AI and Microsoft technologies.
It outlines the modern challenges—like talent shortages, data overload, and fragmented customer journeys—and shows how AI, automation, and analytics can solve them. Real-world case studies from global brands illustrate how modern contact centers improve first-time resolution, customer loyalty, and revenue through AI-driven self-service, empowered agents, and integrated platforms.
Avanade’s Customer Engagement Solution (CES), built on Microsoft’s modular, secure platform, provides the tools and strategy needed for scalable, AI-powered transformation—delivered with speed and impact.
Key takeaway: Modernization is not a massive overhaul—it’s a focused, modular journey that unlocks value fast.
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