Session Abstract

WHAT: In this session, I will demonstrate how to set up a Voice Agent linked to Dynamics Contact Center. The session will cover the entire process, from initial setup to advanced features. Attendees will learn how to configure the system to recognize callers, support voice inputs and keypad entries, respond to queries, escalate to agents if needed WHY: Customer service is a critical aspect of any business, and an efficient IVR system can significantly enhance customer satisfaction by providing quick and accurate responses to their queries. By simplifying the setup process and showcasing the integration with Dynamics Contact Center, I aim to show how businesses can improve their customer service operations without the need for extensive technical expertise. This session will highlight the ease and effectiveness of implementing Voice Agents making it accessible to a broader audience. HOW: The session will be delivered through a combination of live demonstrations and practical examples. I will walk the audience through the setup process step-by-step, using real-world scenarios to illustrate the benefits and functionalities of using Voice Agents. Attendees will have the opportunity to see the system in action, ask questions, and gain hands-on experience with the tools and techniques discussed. TAKEAWAYS: By the end of this session, attendees will: Understand the key features and benefits of Voice Agents linked to Dynamics Contact Center. Learn how to set up and configure Voice Agents, including getting these to autonomously process customer enquiries Leverage Agentic capabilities in Dynamics Contact Center to transform how customer service operations are executed.

Adekola Adebayo

Adekola Adebayo is a Cloud Solution Architect at Microsoft, passionate about turning customer service from frustrating to phenomenal. With over a decade of experience, Adekola empowers organizations to reimagine service transformation using Copilot, Dynamics Contact Center, and the Power Platform. He thrives on solving real-world challenges with low-code solutions that drive efficiency, agility, and meaningful business outcomes—always with the customer experience at heart.