Capgemini and Microsoft are transforming customer experiences with intelligent communications

Over the past year, my team and I have worked closely with enterprise clients wrestling with change seeking to realize innovative ways to engage with their customers, take advantage of new technologies and capabilities, and yet want to do so in a way that is the least disruptive to their customers and employees. They also require consulting and implementation partners that they can trust to help them along their journey. This is especially true for enterprises envisioning both digital transformation and the adoption of generative AI within their customer and employee experiences. The intended result? Increased brand loyalty, greater customer satisfaction and higher average revenue per user. 

To realize that change and drive innovation for customers, Microsoft and Capgemini are working together to combine Capgemini’s award-winning expertise harnessing the power of technology together with Azure Communication Services to provide intelligent communication capabilities for enterprises. These efforts are intended to drive business outcomes and transformation between a business and its customers.  

 
Capgemini has an award-winning reputation including winning six 2023 Microsoft Partner of the Year Awards, including two global awards: Microsoft SAP on Azure Partner of the Year and Microsoft GSI Growth Champion of the Year; and four regional awards. Capgemini was also recognized as a ‘leader’ in customer experience strategy consulting practices in 2022 evidenced by their ability to integrate creative strategy with the latest technologies such as Artificial Intelligence (AI) and the Internet of Things (IoT) to design compelling customer experiences. 

“Enterprises across industries are seeking efficient, customized, and smart communication infrastructure to increase their overall productivity. Azure Communication Services provides a strong foundation for building state of the art infrastructure and brings even more flexibility and adaptability to our clients as they transform their customer experience offerings and take advantage of advances in communication technology.”

– Khalid Sebti, Managing Director at Capgemini Engineering    

Our joint focus will center on building intelligent communications in the context of Capgemini’s leading efforts in the areas of Customer Experience, Unified Communications, Intelligent Operations, Contact Center solutioning, and the newly announced collaboration with Microsoft on an Azure Intelligent App Factory. 

Together, we will use the APIs and SDKs in Azure Communication Services that enable the delivery of video, voice, chat, text messaging, and email into applications, mobile applications, websites, and devices. These APIs are the same communication services that deliver the Microsoft Teams experience to 300 million people every month and their connection. We have built the entire modular API approach to each of the Azure Communication Services to deliver an efficient, secure, and scalable environment in any manner that they are used. We will also use recently released call automation services and job router (currently in preview) for customer service solutioning and explore opportunities for the new virtual rooms.  

Capgemini and Microsoft are working together to unlock the value of technology as we transform customer experiences and empower organizations and their customers to achieve more.  

Contact your Microsoft representative to learn about how Capgemini and Azure Communication Services can help create adaptable solutions that deliver successful connections between your business and its customers. 

Learn more about Azure Communication Services 

Learn more about Capgemini, Capgemini Customer First, Capgemini Invent, Capgemini Engineering