Microsoft Digital Contact Centre Platform

Microsoft + Nuance = seamless customer journeys

Introducing the Microsoft Digital Contact Centre Platform. Optimise your digital engagement strategy with the combined capabilities of Nuance’s intelligent engagement solutions and Microsoft Dynamics 365 and Teams.

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Microsoft and Nuance can help your organisation provide exceptional customer connections while landing transformative outcomes. Our outcomes‑focused AI solutions help organisations deliver personalised customer experiences, improving agent productivity, safeguarding interactions, and optimising agile operations.

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Bringing the power of AI to the contact centre

Explore the Microsoft Digital Contact Centre Platform—an open, extensible, and collaborative platform for delivering seamless, omnichannel customer engagement at scale— built with AI at its heart, powered by Nuance.

Enables omnichannel engagement and intelligent self‑service.

Increases customer acquisition and revenue.

Improves agent productivity and modernises case management.

Personalises and safeguards customer interactions.

Drives IT infrastructure simplicity, flexibility, and innovation.

Benefits

Exceptional engagement as the rule

Today’s customers expect more engaging, personalised service experiences from the brands they choose. They want flexibility to engage on their channel of choice plus intelligent self‑service that offers always‑on digital convenience. And they expect agents, whether human or virtual, to not just know who they are, but to already have an idea why they are reaching out and how to help.

More ways to say hello

Engage your customers on the channel of their choice and provide the service options that will best meet their needs.

Show them you know them

Seamlessly connect and personalise interactions to present solutions that customers want and make them feel instantly known and secure while protecting against fraud.

Make agents' work effortless

Let agents have their best day everyday by helping quickly resolve customer issues and open new revenue opportunities.

Run your business fast and lean

Cut costs with automation across a unified platform that plugs into systems you already know and innovate faster with tools and technology you already use.

Why Microsoft + Nuance

Higher quality, more efficiency, and greater cost and revenue impact for better outcomes.

Contact centre solution breadth

Benefit from working with one vendor for CCaaS, UCaaS, CCAI, CPaaS, RPA, and CEC capabilities all available in one cloud platform.

Interoperable

Choose only the solutions you need from one vendor for a comprehensive, flexible contact centre that reduces complexity.

Open and flexible

Integration with leading contact centre providers and 3rd party CRM solutions ensure flexibility for your organisation. Customise applications to best meet your needs with no/low/pro code dev tools

Secure and trusted

Feel confident with leaders in security with $1B annual investment on cybersecurity; 8T threat signals analysed daily; plus help from 8,500 in‑house security experts.

AI breadth and depth

Extensive AI expertise managing billions of transactions annually including:

  • 53B+ AI transactions per month
  • 50B+ AI‑supported chats annually
  • 8B+ biometric authentications per year

Extensive partner ecosystem

Partnerships with all major contact centre infrastructure vendors ensure your contact centre is supported by experts worldwide:

  • 2,000+ AI experts
  • 800 independent software vendors
  • 1,000 systems integrators

Unmatched outcomes

The best outcomes are achieved through a single cloud infrastructure

80%

increase in Net Promoter Score (NPS) for customer service

£1.5bn

saved annually with sophisticated fraud detection

50%

fewer agents needed through improved productivity

150%

increase in new sales

Featured resources

Unlock the new secret to customer loyalty

Watch the on‑demand webinar hosted by CRM Media with USAA to learn how USAA is delivering measurable outcomes to its 14M members across the globe with AI‑driven CX .

The Contact Centre as a Service (CCaaS) evolution

As contact centres move to cloud based CCaaS models, AI will add the vital ingredient that delivers better joint customer and agent experiences. Explore how to unlock the benefits of the cloud and AI for your existing contact centre investments.

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Discover how Nuance AI, Dynamics 365, and Microsoft Teams could shape the future of your contact centre.

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Blog series

The AI‑powered contact centre

Create engaging customer experiences with an AI‑powered contact centre

Learn how Microsoft and Nuance are helping our customers build consumer experiences to achieve business outcomes.

Reimagine the voice channel and the role of conversational IVRs in increasing self‑service support

Transform interactive voice response (IVRs) with AI to create experiences that customers will use and love.

Build intelligent chatbots that resolve issues faster

Explore how you can easily create, manage, and optimise compelling customer experiences.

Discover next‑level contact centre security

Learn how you can protect your customers and your business with biometrics from Microsoft and Nuance.