Microsoft Digital has recently migrated its global customer service network to Microsoft Azure, enhancing connectivity and performance for both customers and support team members. The Support Experience Group (SxG) within the Microsoft Cloud + AI division is spearheading this transformation to improve customer and agent experiences across Microsoft enterprises. With nearly 80,000 support advocates, the SxG team plays a critical role in maintaining high-quality customer service across multiple languages worldwide.
The previous network infrastructure, based on MPLS, was expensive, inflexible, and slow to implement. By transitioning to a cloud-based network built on Azure Virtual WAN services, Microsoft has addressed these challenges and improved network efficiency. The new SxG Cloud Network provides a high-performance, secure connection to Azure for support team members, enabling them to access tools and environments necessary for troubleshooting and customer support.
Through various connectivity methods such as Point-to-Site VPN, Site-to-Site VPN, and VNet peering, Microsoft ensures that its customer support advocates can connect from any location securely. Additionally, Azure ExpressRoute connections facilitate direct connectivity to voice services, enhancing voice support for customers. By leveraging Azure Communication Services, Microsoft has modernized its voice services and achieved significant cost savings and efficiency improvements.
Looking to the future, Microsoft plans to increase the traffic on its SxG Cloud Network for voice support and further enhance its services. By bringing the network edge closer to users and expanding global virtual WAN hubs, Microsoft aims to deliver more effective and user-friendly support services. Overall, the SxG Cloud Network offers improved support, global reach, secure connectivity, and future-proof voice services, making it a valuable asset for Microsoft’s customer service operations.
To learn more about Microsoft Azure networks and the SxG Cloud Network, send an email or provide feedback through a survey.
Article Source
https://www.microsoft.com/insidetrack/blog/running-our-customer-service-and-support-contact-centers-on-microsoft-azure/