There’s been a lot of buzz around artificial intelligence (AI) in recent years. Many organizations are already investing in it or considering investing in it in the future. Naturally, they want to know what kind of financial returns they can expect and how they will achieve them.

Spend just one week in a utilities contact center, and you’ll understand the pressure. Calls spike without warning. A transformer blows, or a storm rolls through, and suddenly the lines are packed with worried customers. Everyone wants answers right now, and agents scramble to keep up, flipping between tabs and tools that were outdated ten years ago.

Microsoft Ignite 2025 was last month in San Francisco, and while there were similar themes to last year, there was a little more breadth of application than in 2024. If last year in Chicago was the first real “in-person conferences are back” moment since 2020, this year was hammering the point home with even more attendees than the last event.

Microsoft Teams is proving to be so much more than a collaboration hub for today’s companies. It’s turning into the place where voice, context, and AI live together, helping customer service agents move faster and supervisors act on data.

AI has moved out of pilot mode and into core operations, and budget holders want results, not experiments. They want faster resolutions, fewer repeat calls, and higher first contact resolution.

Customers don’t always warn you when they’re unhappy. They can just stop calling, cancel a subscription, or choose an alternative option. The signs show up in more abandoned calls, fewer repeat orders, and lower satisfaction scores.

Buying or replacing a contact center platform is one of the toughest technology decisions a service team will ever face. The system touches every interaction - from the IVR menu a frustrated customer hears to the reporting dashboards managers use to plan staffing. When the platform fails, hold times rise, agents become overwhelmed and lose context, and customer loyalty slips away.