Is 2025 the Year Microsoft Dethrones Contact Center Kings?

This week on Funnel Frontier: Microsoft’s new AI moves and contact center strategy are shaking things up. Who should be worried?

This week:

• Is 2025 the year Microsoft dethrones contact center kings?
• How Agentic AI is shaping the future of work and customer experience

Stat of the Week

Businesses using generative AI in their CRM are 83% more likely to exceed sales goals. (CRM.org)

Is 2025 the year Microsoft dethrones contact center kings?

Microsoft’s been flirting with the contact center market for years, but 2024 was the year things got serious. With the launch of Dynamics 365 Contact Center, the tech giant is signaling that it’s no longer just dabbling—it’s all in.

And let’s face it: when Microsoft decides to dominate a market, it tends to follow through. Remember how Teams became a household name seemingly overnight? Now it’s the contact center’s turn.

Here’s what you need to know about their big moves—and why 2025 might be the year Microsoft steals the spotlight.

Three Ways Microsoft Is Rewriting the Contact Center Playbook

1. A Full-Scale Enterprise Solution

The Dynamics 365 Contact Center is now Microsoft’s main CCaaS player. Despite its name, it’s not tied solely to Dynamics—it’s built to integrate with Microsoft’s entire ecosystem.

Think Teams for swarming customer issues, Nuance for IVR smarts, and Azure Communication Services for rock-solid infrastructure. And, of course, there’s AI. (More on that in a second.)

2. Options for SMBs

Not every business needs a fully-loaded contact center. For those smaller shops, there’s the Queues app for Teams—a lightweight, $10-per-user-per-month option that makes managing basic customer interactions simple and affordable.

Sure, it’s not going to wow enterprise-level contact centers, but for SMBs already using Teams, it’s a no-brainer.

3. Still Room for the Pros

For enterprises that aren’t ready to dive into Microsoft’s full CCaaS platform, there are third-party integrations with vendors like Genesys, NICE, and Five9. Microsoft certified seven new partners in 2024, pushing the total to 30.

These partnerships keep Microsoft in the conversation no matter what level of contact center solution businesses are looking for.

So, What’s Next for 2025?

It’s all about AI and ecosystems, baby.

Microsoft’s been investing billions into AI, and they’re starting to show their hand. In late 2024, they launched pre-configured AI Agents for Dynamics 365, including:

• Intent Agent: Analyzes successful agent interactions to improve workflows.

• Knowledge Agent: Creates training content for teams based on the Intent Agent’s insights.

The long-term goal? AI that doesn’t just answer questions but drives meaningful outcomes—autonomously. Expect to see more of these agents in 2025, potentially bridging the gap across Microsoft’s entire suite of tools.

The Week @ CRM.org

CRM Best Practices. Using a CRM properly is like cooking—here’s how to avoid the mess (with famous company examples!). 

Operational CRM Explained. What is it? Ideally it’s where customer data meets organizational bliss, meaning your sales team stops emailing the wrong people.

Weekly Bloom

5 Ways to Create a High Performance Team. Investors today value a quality team over the founding idea. So ditch the ego and focus on building a dynamic, inclusive group.

How Agentic AI is shaping the future of work and customer experience

Welcome to 2025: the year when AI isn’t just smart—it’s working smarter than ever. Let’s unpack how Agentic AI is transforming the way businesses operate, one digital worker at a time.

What Is Agentic AI?

If generative AI is the “ideas guy,” Agentic AI is the doer. This isn’t just AI answering questions—it’s taking action. Think customer service agents resolving queries, marketing bots executing campaigns, or even AI tutors prepping your execs for the next big pitch.

Unlike passive AI which waits for commands, Agentic AI is autonomous. It analyzes situations, makes decisions, and adapts as it learns. It’s the powerhouse behind predictive insights, seamless handovers, and real-time problem-solving, all while making the human-AI collaboration feel effortless.

But that’s just the beginning. NVIDIA CEO Jensen Huang calls 2025 the “year of AI Agents,” envisioning a future where digital workers turn data into knowledge and knowledge into action. Huang recently spoke about this at the NVIDIA AI Summit in Japan.

NVIDIA’s Vision: Digital Workers at Scale

While Microsoft is making moves in contact centers, NVIDIA is taking a broader approach. With its NeMo platform and pre-trained AI models (called NIMs), NVIDIA is enabling companies like Salesforce, SAP, and ServiceNow to create highly specialized AI workers.

Imagine this:

• Customer Service Assistants: Resolving issues while escalating only the tough ones to humans.

• Marketing Bots: Curating hyper-personalized campaigns on the fly.

• AI Tutors: Coaching executives on critical tasks or helping employees level up their skills.

And here’s the kicker: These AI workers aren’t replacing human jobs—they’re doing 50% of the work for 100% of the workforce.

What This Means for Businesses?

Agentic AI is more than a buzzword—it’s a paradigm shift. For businesses, it’s about:

• Scaling smarter: AI takes over repetitive tasks, so your team can focus on high-value work.

• Personalization at scale: From customer insights to predictive trends, Agentic AI tailors experiences like never before.

• Future-proofing: Companies that adopt Agentic AI will gain a competitive edge in CX and enterprise workflows.

Whether it’s NVIDIA’s digital workers or Microsoft’s bold contact center strategy, one thing is clear: the future of business is autonomous, adaptive, and insanely efficient.

Ready to see how Agentic AI can transform your operations? Buckle up, because 2025 is about to get smarter than we can even imagine.

Stellar Strategies: Tips & Tricks for Sales, Marketing & Service

You must make these 5 changes to your website in 2025

Your website isn’t just a digital business card—it’s the handshake, the pitch, and the deal closer rolled into one. If your site isn’t pulling its weight in 2025, you’re leaving leads—and revenue—on the table. Let’s dive into smart investments that can make your website a magnet for the right audience and a conversion powerhouse.

1. Make accessibility non-negotiable

Did you know ADA-related lawsuits are rising every year? Beyond the legal risks, a non-accessible website shuts the door on millions of potential customers. Mobile-friendly layouts, screen reader compatibility, and intuitive navigation don’t just meet standards—they make your site usable for everyone. More users = more business.

2. Turbocharge speed

Here’s the deal: 53% of users bounce if a site takes longer than 3 seconds to load. Slow speeds not only lose visitors but erode trust, especially in e-commerce or financial services. Run speed tests, fix oversized images, and streamline code to make your site fast enough to keep up with today’s impatient audiences.

3. SEO that makes you visible

Your site might look amazing, but if no one can find it, does it even matter? Regular SEO audits ensure you’re targeting relevant keywords and climbing search results. Want to stay ahead? Optimize for AI-powered search features like Google’s AI Overviews.

4. Content that actually provides some value

Generic, low-quality content doesn’t just bore visitors—it hurts your credibility. Invest in unique, high-value insights that reflect your expertise and build trust with your audience. Think data-driven blogs, thought leadership pieces, and actionable guides that keep users coming back.

5. Design that engages

Think your website’s job ends at looking good? Think again. Interactive elements like hover effects, smooth transitions, and intuitive navigation turn visitors into loyal fans. When content and design work together, your site becomes more than a brochure—it becomes an experience.

Curious to find out more details about these website updates? Check out the full article.

Is your CRM sabotaging you? Here are 7 signs it’s time to switch your CRM

Is your CRM holding your business back? Outdated tools can stifle growth, hinder collaboration, and waste time. Here are seven signs it’s time to move on:

1. Misaligned with processes

If your CRM no longer supports streamlined workflows or cross-department collaboration, it’s time to upgrade.

2. Data limitations

Data is king, but if your CRM isn’t capturing insights from every corner, you’re missing the throne. Look for systems that give you the full royal treatment—customer habits, trends, predictions, the works.

3. Siloed systems

If your sales, marketing, and support teams are playing telephone to share info, your CRM isn’t cutting it. It’s 2025—time for instant, cross-department collaboration.

4. Poor reporting and forecasting

Gut feelings are great for pizza toppings, not business decisions. A solid CRM should make forecasting and reporting crystal clear.

5. Lack of automation

Still sending follow-ups manually? Your CRM should handle the grunt work so your team can focus on the big stuff.

6. Limited flexibility

Remote is the norm. If your CRM isn’t mobile-friendly, you’re stuck in the past.

7. No ongoing support

No ongoing updates or real-time help? It’s like driving a car with no mechanic in sight—just a breakdown waiting to happen. Lack of ongoing support can leave you stranded.

Switching CRMs might seem overwhelming—data migration, user training, and adapting to a new system can feel like a lot to handle. But sticking with the wrong CRM is far costlier in the long run. A subpar system slows your teams, creates silos, and limits growth.

Want more details on these 7 signs? Looking for tips on making a switch to a new CRM? Check out the full article!

How to write cold emails that actually work (and don’t land in spam)

Cold email campaigns can be a game-changer for your pipeline—if done right. But let’s face it, most cold emails don’t even reach the inbox, let alone drive replies. Want to fix that? Follow these steps to maximize deliverability, engagement, and ROI.

1. Set the foundation with email authentication

Before you hit send, ensure your domain has SPF, DKIM, and DMARC authentication set up. Why? These protocols tell email servers, “Hey, this email is legit and sent from a trusted source.” Without them, your messages are more likely to land in spam. Tools like MxToolbox can verify your setup and protect your domain from phishing attacks.

2. Warm up your email address for deliverability

Don’t sabotage your outreach by sending 500 emails from a brand-new inbox on Day 1. ESPs flag such behavior as spammy. Start small—send 10-15 emails daily and gradually increase your volume. Tools like Lemwarm simulate real engagement (e.g., replies and opens) to help build your sender reputation. Think of it as earning trust with ESPs.

3. Craft emails that get opened—and replied to

Your email’s success boils down to clarity and relevance. Make your subject lines personalized yet intriguing. Inside, avoid fluff and get to the point: acknowledge the recipient’s pain, explain how you solve it, and back it up with proof (like case studies or stats). For example: “Struggling with abandoned carts? Here’s how [Company Name] cut that by 40%.”

Pro Tip: Follow up strategically. Most replies come after the second or third email. Reference your previous message and add value with something new, like a case study or offer.

Keep in mind, this is just scratching the surface. To craft cold email campaigns that deliver results, there are several other things to keep in mind.

Check out the full article as it covers advanced tips on finding verified prospect emails, scaling campaigns, and staying compliant with email regulations.

Galactic Gourmet

CRM blips from around the web

Pipeliner CRM: Smarter Sales Tools, No Price Hike. Pipeliner CRM enhanced sales with AI tools like Voyager Gen II, froze rates amidst market hikes, and simplified Salesforce workflows—all while earning top industry awards.

ServiceNow to Hire 3,000, Targeting $30BN Revenue with AI Growth. ServiceNow plans to expand its workforce by 3,000 to support its AI expansion and $30BN revenue goal, and position itself as the ultimate AI platform for businesses.

Contact Center as a Service Product and Market Report 2024-2025. The 2024-2025 CCaaS report explores how GenAI is reshaping contact center solutions. Discover vendor comparisons, trends, and innovations driving smarter, mission-critical platforms.

Astronomical Assets

Significant moves in the past 7 days

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