This episode is sponsored by Avanade. Enterprise-scale call centers face the challenge of dispersed information across systems run by fragmented technology. As customers expect better digital-first support, customer service teams need to elevate their capabilities to deliver an expected level of performance across channels. On this episode, our guests, Abi Sridhar and Barry Givens of Avanade and Shriram Viswanathan of Accenture, dive deeper into some of the points raised in Avanade's recent webcast examining key challenges faced by executives and technology teams, and customer service leaders in providing exceptional contact center service experience to end customers while optimizing operational costs for their organizations. They share recent real-world experiences, including examples of how customers are bringing together Dynamics 365, Power Platform, Azure services, and Nuance offerings to enhance customer experience. Show Notes: 3:00 – How are business leaders evaluating call center technology investments today? 6:45 – Approaching change management concerns that accompany digital transformation 10:30 – Where are customer care organizations finding quick wins with technology investment? 15:00 – How to approach end user security and privacy in today's projects across industries 17:45 – Understanding the basics of Nuance Gatekeeper and its expansion out of highly regulated and secure industries 20:30 – Typical risks that enterprises face during implementation projects today 25:45 – Sharing a client story that required an industry-first approach 28:00 – Perspective on Microsoft's customer care roadmap: composability, AI tools, and beyond Find out more from Avanade about transforming service with Microsoft Digital Contact Center Platform: https://www.avanade.com/en-ca/blogs/avanade-insights/cx/transforming-contact-center-platform https://www.youtube.com/watch?v=AHbMSph5OfI