This year at Mobile Word Congress (MWC) 2025, I had the honor of moderating a panel discussion on "The AI-driven future of contact center as a service.” As SVP and Client Partner for Microsoft, I was excited to share the stage with Vik Singh, CVP for Copilot Apps, Microsoft and Alan Ross, Partner and Group PM Manager at Microsoft. Together, we explored the transformative power of AI in enhancing customer experiences.
During our discussion, we explored the latest AI-driven technologies for contact centers. We discussed the benefits of integrating advanced AI solutions with contact center operations and shared real-world examples of successful AI implementations in customer service. One of the key highlights of our session was our expanded strategic partnership with Microsoft, focusing on how HCLTech will empower clients to activate Microsoft Dynamics 365 Contact Center. This Copilot-first contact center solution delivers superior customer experiences, accelerates problem-solving, empowers customer service representatives and drives efficiency. With these capabilities, HCLTech is now equipped to offer comprehensive D365 contact center solutions to our clients.
Our collaboration with Microsoft is set to revolutionize the way businesses interact with their customers. By leveraging AI, we aim to transform contact centers, making them more efficient and customer-centric. Imagine a world where customer service representatives are not just reactive but proactive, anticipating customer needs and resolving issues before they arise. This is the future we are building towards.
One of the most exciting aspects of our discussion was hearing from Vik and Alan about the tangible benefits companies are already experiencing with AI-driven contact center solutions. From reducing call handling times to improving customer satisfaction scores, the impact of AI is undeniable. Our conversation also touched on the importance of continuous learning and adaptation as AI technologies evolve and improve over time.
I am grateful to everyone who joined us at MWC 2025 and contributed to the success of our panel discussion. The energy and enthusiasm of the audience were palpable, and it was inspiring to see so many industry leaders and innovators come together to discuss the future of customer experience.
As we move forward, I am excited about the possibilities that lie ahead. Our partnership with Microsoft is just the beginning, and I am confident that together, we will continue to drive excellence in the contact center industry. Stay tuned for more updates and innovations as we work towards creating a more connected and customer-centric world.
