Contact Center Transformation: Why You Cannot Afford to Ignore AI in Your Contact Center

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In this episode of Exchanges, host Hannah Story joins guests Jonathan Yundt, Industry Director, Healthcare & Insurance at Hitachi Solutions, and Andrew Montgomery, Director, Business Applications at Microsoft, as they discuss the transformation occurring in the contact center.

In this episode, you’ll hear from Jonathan and Andrew as they discuss:

• The agentic experience and why it’s a buzzword for 2025 
• How Microsoft Copilot is empowering agents and benefiting customers 
• Why it’s important to make sure you don’t ignore AI in your contact center

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