Total eBiz Solutions successfully hosted an engaging in-person session, “AI-Powered Contact Centers: The Future of Customer Service,” bringing together customer service leaders, operations managers, and technology professionals to explore how AI is reshaping the contact center industry.
The afternoon began with registrations and networking, allowing attendees to connect and exchange perspectives on the challenges facing modern customer service operations. Rising customer expectations, fragmented systems, and inconsistent service experiences set the tone for the discussions that followed.
Mayank Bhardwaj, AI Business Process Solutions Engineer, opened the technical program with a session on modernizing customer service through AI-powered platforms. Drawing on over 15 years of experience in ERP and CRM solutions, Mayank walked attendees through how unified platforms are eliminating channel silos and enabling organizations to deliver consistent service experiences across voice, chat, email, and digital channels.
Building on this, Akshay Anant Shrivastava, Technical Evangelist with deep expertise in Dynamics 365, Contact Center, Copilot, and Power Platform, explored how AI is transforming the frontline agent experience. His session covered intelligent routing, AI-driven self-service, and how AI copilots support agents in real time with conversation summaries, knowledge suggestions, and next-best action guidance to improve resolution times and service consistency.
The program also featured a session on leveraging real-time analytics to elevate service performance, showing how modern dashboards give leaders clear visibility into customer sentiment, agent performance, and service trends to enable insight-led decision-making.
A highlight of the afternoon was an exclusive preview of upcoming features on the Microsoft Contact Centre roadmap, giving attendees a forward-looking perspective to inform their own transformation strategies.
John Thomas, Sales Director with over 25 years of experience in IT and telecommunications, rounded out the program with practical guidance on building a business case for AI adoption and structuring implementations that deliver early, measurable value.
The session concluded with networking and open discussions, giving participants the opportunity to exchange ideas and build meaningful industry connections.
By the end of the event, attendees left with practical insights into how AI, automation, and unified platforms can transform contact center operations. Total eBiz Solutions is proud to bring together industry leaders and technology experts to help organizations advance their customer service transformation journey.
To learn more about how Total eBiz Solutions can support your organization in building an AI-powered contact center, reach out at [email protected].