Microsoft Dynamics 365 Blog
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Tony Lorentzen

Senior Vice President and General Manager, Intelligent Engagement, Nuance Communications

Posts

Adult male inside using Microsoft Modern USB Headset
Adult male inside using Microsoft Modern USB Headset

With Power Virtual Agents and Nuance Mix on the Microsoft Digital Contact Center Platform, organizations now have a single platform for conversational AI tooling covering the needs of use cases, from the simplest chatbot to the most complex, hyper-personalized digital experience. From no-code and low-code to pro-code, we look at when to choose each solution. Read more

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Man with headset at computer.
Man with headset at computer.

To meet rising customer expectations, modern interactive voice response (IVR) systems must offer intelligent self-service and seamless agent escalation when needed. We look at the vital role of conversational IVRs in the digital contact center, and how the Microsoft Digital Contact Center Platform helps organizations engage customers in their channel of choice while increasing self-service. Read more

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Female small business professional at desk using an Acer Spin 1 device running Microsoft Teams video conference call.
Female small business professional at desk using an Acer Spin 1 device running Microsoft Teams video conference call.

Today’s customers expect more engaging, personalized service experiences from the brands they choose. They want 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. That’s why we Read more

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