News in the Channel – issue #25

MICROSOFT COPILOT

engagements. These tools can automate follow-ups, suggest responses, and analyse sentiment in real-time, helping businesses respond more intelligently to customer needs. Gartner said that by 2025, a large portion of customer service functions will incorporate generative technologies, potentially displacing up to 30% of agent roles. Prime opportunity for MSPs As organisations look to evolve their customer engagement strategies, MSPs have a unique opportunity to play a pivotal role. By helping clients integrate tools like Copilot into their communications platforms, channel teams can enable businesses to build more detailed profiles of customer needs and preferences. These insights can help organisations develop tailored, proactive engagement strategies on a large scale. One of Copilot’s key benefits is its ability to handle tasks that are often time- consuming but vital to maintaining the all- important human touch such as suggesting personalised email responses and follow- ups autonomously based on the in-depth customer data with which it is fed. The channel opportunity here lies in assisting clients and prospects to leverage these features, helping to reduce repetitive tasks while improving the customer experience. Channel teams should look to assist in unifying their clients’ data sources, ensuring that tools like Copilot have access to comprehensive, accurate information to drive insightful interactions. By organising structured and unstructured data, businesses can enable these tools to provide more personalised and effective customer engagement. Advanced technologies, such as those offered through Copilot, offer businesses numerous ways to improve their customer service and sales processes. Real-time sentiment analysis, intelligent call routing, personalised customer interactions and predictive sales analytics are just some

examples of how these tools can help businesses stay ahead in an increasingly competitive market. As companies push to integrate these capabilities into their workflows, MSPs and resellers can position themselves as key enablers of these transformations. They have the knowledge, tools and resources to guide businesses through the integration process, ensuring that enterprises are ready to capitalise on the latest technological advancements. Unlocking new revenue streams Microsoft’s market leadership in unified communications continues to be a major force in shaping how businesses interact and there is significant untapped potential for the channel to assist clients and prospects to take full advantage of advanced tools, like Copilot, for customer engagement. It’s a use case of Teams that Microsoft is choosing not to prioritise and push through direct channels, so who will? By offering Copilot-centric ISV solutions that extend core Microsoft platforms, such as Teams, with advanced customer engagement capabilities, complexity and costs can be reduced for their clients while delivering scalable solutions that adapt to their evolving needs. For MSPs and channel partners, this represents an exciting opportunity to generate new revenue streams. By providing clients with the competitive edge, they need in a rapidly evolving

Advanced technologies, such as those offered through Copilot, offer businesses numerous ways to improve their customer service and sales processes. “ ”

customer experience landscape, MSPs can open new business opportunities. The opportunity is clear, and the decision is in the hands of the channel teams to act and make the most of it.