The programme

The extended Coffee & Tech gathering in Hamar combined a morning meeting with a professional presentation of Dynamics 365 Contact Center. Topics included customer conversations across channels and agents that retrieve information and support workflows.

What this means for the organisation

When channels are brought together, the organisation must decide how identity, history and responsibility follow each enquiry. AI assistance should be tested on bounded questions and an approved knowledge base, with a clear hand-off to human service.

The invitation for 21 March extended the morning event with a Contact Center presentation. Phone, email, chat and social channels were described as parts of one workspace, alongside agents that retrieve information. The concrete governance question is how history and responsibility are retained when a customer changes channel.

Microsoft’s release plan describes Customer Service capabilities and planned availability from the vendor’s perspective. It can verify product context but does not record how a particular course, event or service team worked. The ProsessPilotene material supplies the local programme and audience; the Microsoft source bounds the capability timeline.

For customer service, evaluation should follow the whole case: whether the right knowledge was found, channel history was available, a person took over, and corrections were needed. This is stronger evidence than response time alone. Courses and events can show the workflow, while stable operation requires owners and maintenance.

Sources

Primary source: ProsessPilotene, “KAFFE & TEch på Hamar: Contact Center,” 1 February 2025 (Norwegian).

Microsoft, Dynamics 365 Customer Service 2024 release wave 1 plan, 25 January 2024.

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