Leading the Next Era of Contact Centers: AI and Customer Experience

Event Info

October 21, 2026

4:00 PM - 4:30 PM CEST

Italian

About this webinar

The session, delivered by Cluster Reply, explores the role of the contact center as a strategic enabler of operational efficiency, customer experience quality, and intelligent automation. The focus is on how Microsoft Dynamics 365 Contact Center supports an omnichannel, AI-driven and data-centric approach to interaction management, extending the capabilities of traditional models.
Based on real project experiences, the session will address key innovation areas currently emerging in the market. These include the advanced orchestration of outbound voice campaigns integrated with CRM and Customer Insights, as well as the use of autonomous agents and Copilot AI to manage repetitive interactions, support operators in real time, and improve service quality.
The session will also cover platform enhancements developed by Cluster Reply, such as outbound digital channels like WhatsApp, orchestrated within a unified contact management experience.

Why Attend

Participants will gain an overview of the latest evolution in the contact center domain and Microsoft’s vision for the platform, with a specific focus on new approaches to managing voice and chat interactions.
The session provides useful elements to understand how customer interaction models are evolving and what solutions are currently available to address these changes.
In addition, participants will gain practical insights into how these systems can be extended and adapted to different business needs, supporting the identification of new opportunities, use cases and approaches to improve customer experience.

When and where

October 21, 2026

4:00 PM ‐ 4:30 PM CEST

The online session will run for 30 minutes and will be held in Italian.