Contact Center as a Service & AI Agents: New momentum for service, sales, and marketing processes

Duration of the webinar: approx. 45 minutes

Customer interactions are changing rapidly—and with them, expectations for marketing, sales, and service. Modern AI agents no longer just answer queries, they analyze signals, make decisions, and automatically initiate next steps. This creates entirely new potential: the service department is relieved, sales opportunities are identified early on, and marketing becomes more personalized.

This webinar uses Dynamics 365 Contact Center to show how Contact Center as a Service (CCaaS) creates new opportunities for integrated service, sales, and marketing processes. You will gain practical insights into how automation, omnichannel, and AI work together – and what role the contact center plays as a central platform.

What you can expect from the webinar

• Use cases in marketing, sales, and service
• Ideas on how AI agents can actively reduce workloads and automate routine tasks
• CCaaS as the basis for integrated end-to-end processes across all teams
• Inspiration instead of product demos: concrete food for thought for service, sales, and marketing
• Why AI agents in contact centers go far beyond traditional chatbots