Summary Bullets:

• A history of offers that are difficult to distinguish is a significant hurdle holding back Microsoft in the contact center space.

• Implementing a definitive flagship contact center offer coupled with Microsoft Teams would go far in alleviating competitive pressure.

Microsoft tore the wrapping paper from its latest contact center offer with the general availability of Microsoft Dynamics 365 Contact Center on July 1, 2024. When it comes to Microsoft, contact center is the gift that keeps on giving. Pre-dating this new arrival is a string of ancestors born annually, featuring overlapping functionality and sometimes bearing similar names. Sorting through the morass is confusing.

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