Microsoft Digital Contact Center Platform
Microsoft + Nuance = seamless customer journeys
Optimize your customer engagement strategy with the combined capabilities of Nuance’s solutions and Microsoft Dynamics 365 and Teams. Explore the Microsoft Digital Contact Center Platform and see why we do it better.
One platform for complete omnichannel engagement
See how one platform helps you engage customers through a variety of voice, video, and other digital engagement channels while simultaneously delivering high levels of automation with innovative customer and agent experiences.
Microsoft and Nuance can help your organization provide exceptional customer connections while landing transformative outcomes. Our outcomes‑focused AI solutions help organizations deliver personalized customer experiences, improving agent productivity, safeguarding interactions, and optimizing agile operations—all available from one industry leader.
Bringing the power of AI to the contact center
Explore the Microsoft Digital Contact Center 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 modernizes case management.
Personalizes and safeguards customer interactions.
Drives IT infrastructure simplicity, flexibility, and innovation.
The Contact Center as a Service (CCaaS) evolution
As contact centers 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 center investments.
Exceptional engagement as the rule
Today’s customers expect more engaging, personalized 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 personalize 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 single, unified platform that plugs into systems you already know and innovate faster with tools and technology you already use.
The Microsoft + Nuance difference
Can your existing customer experience platform offer all these benefits and features?
Contact center solution breadth
Benefit from working with one vendor for CCaaS, UCaaS, CCAI, CPaaS, RPA, and CEC capabilities all available in one cloud platform.
Most CX vendors can’t directly provide everything you need.
Interoperable
Choose only the solutions you need from one vendor for a comprehensive, flexible contact center that reduces complexity.
Best of breed applications from one source—not multiple.
Open and flexible
Integration with leading contact center providers and 3rd party CRM solutions ensure flexibility for your organization. Customize applications to best meet your needs with no/low/pro code dev tools.
Many providers only work with certain applications, lack DIY tools, or require too much internal development to get up and running.
Secure and trusted
Feel confident with leaders in security with $1B annual investment on cybersecurity; 8T threat signals analyzed daily; plus help from 8,500 in‑house security experts.
Many CX vendors lack the security experience your customers—and your business—deserve.
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
- Many vendors provide AI but few ensure it delivers the outcomes you need.
Extensive partner ecosystem
Partnerships with all major contact center infrastructure vendors ensure your contact center is supported by experts worldwide:
- —2,000+ AI experts
- —800 independent software vendors
- —1,000 systems integrators
- Avoid lock‑in with the flexibility to choose the contact center vendor that best suits your business.
Unmatched outcomes
The best outcomes are achieved through a single cloud infrastructure
80%
increase in Net Promoter Score (NPS) for customer service
$2B
saved annually with sophisticated fraud detection
50%
fewer agents needed through improved productivity
150%
increase in new sales
It’s your contact center, only smarter
Rethinking digital transformation
CX digital transformation was accelerated by COVID‑19 in recent years. Learn how to differentiate and turn your digital vision into reality.
2022 Intelligent Authentication and Fraud Prevention Intelliview
Learn why Nuance was named the market leader in biometrics technology by Opus Research in its annual assessment of the market landscape.
Speak to an expert
Blog series
The AI‑powered contact center
Create engaging customer experiences with an AI‑powered contact center
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 optimize compelling customer experiences.
Discover next‑level contact center security
Learn how you can protect your customers and your business with biometrics from Microsoft and Nuance.