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TTEC Digital Enhances Customer Experiences with Microsoft

TTEC Digital is delivering a unified, AI-powered platform that will streamline operations, transform agent experiences, and elevate customer experiences for a leading global airline.

January 23, 2026

All travelers know the frustration of a canceled or delayed flight. No airline is immune to inclement weather, gate shortages, and other travel disruptions. What truly sets an airline apart is how effortlessly its customer service turns disruption into reassurance.

TTEC Digital, 2025 Microsoft Dynamics 365 Service Partner of the Year, is helping a leading global airline upgrade its customer support and create standout experiences when travelers need it most: around the clock.

As an award-winning Microsoft Solutions Partner, global customer experience (CX) innovator TTEC Digital leverages AI in solution architecture and implementation methodology to reduce complexity, drive operational excellence, and streamline customer experiences. With over 1,400 Microsoft certifications and decades of success, TTEC Digital can deploy, integrate, and optimize these technologies to maximize cloud and AI investments.

The company’s Microsoft practice focuses on AI Business Solutions and Cloud & AI Platforms, including Microsoft Azure, Copilot, Dynamics 365, and Power Platform. By leveraging partner certifications and programs like Copilot + Power and Azure Accelerate within Microsoft Commerce Incentives (MCI), they help clients modernize customer connections, optimize service operations, and achieve measurable business value. TTEC Digital’s strategic use of presales and post-sales funding to drive customer success serves as a striking differentiator in the market.

Additionally, TTEC Digital offers managed services (SurroundCX™) and IP innovations to help their clients continuously evolve their customer experience ecosystems. Beyond traditional tiered support and break/fix support models, TTEC Digital provides real-time monitoring across multiple clouds, hosting management services, and CX innovation services—a unique offering focused on ongoing AI advancement. CX innovation services keep clients’ platforms optimized while introducing enhanced capabilities such as conversational AI, speech-to-text analytics, knowledge engineering, and custom large language models.

"We've been creating elevated, exceptional experiences for more than 30 years, and those experiences often come to life in the contact center because that is where your brand hits your customer," said Leah Quartano, VP of Digital Sales at TTEC Digital.

Graphic showing expected outcomes for AI‑enabled contact center solution.

A patchwork of tools opens to an opportunity for unification

One of the world’s largest airlines faced growing challenges to providing seamless, high-quality customer support. Fragmented agent workflows and manual processes slowed their customer service operations. Agents were juggling multiple systems with limited visibility into customer interactions, making it difficult to deliver the fast, personalized service that today’s travelers expect. The airline wanted to ensure that their elite loyalty customers received an experience aligned with their premier status. Additionally, they aimed to consolidate their tools and technologies, which Quartano explained is a common goal for major enterprises.

According to Quartano, many organizations that are already invested in Microsoft technologies like Microsoft Office 365, Azure, and Dynamics 365 often find a patchwork of tools when they take a closer look at their contact center setup—one system for interactive voice response (IVR), another for telephones, and yet another for managing customer service representatives.

It begs the question: if Microsoft already offers these capabilities, why are these organizations juggling so many separate platforms and tools?

“Customers are seeing that all roads can lead to Microsoft, if that's where they've made their primary investment. Big enterprises are starting to figure out that their lives are just easier when they have less tech to deal with," Quartano said.

For this airline, the answer is clear: modernization and unification of customer service operations, supported by Microsoft technology and guided by TTEC Digital. By bringing everything together under the Microsoft ecosystem, TTEC Digital is helping their airline client simplify operations and create a more connected experience for both employees and customers. The transformation isn’t just about using advanced technology—it’s about making life easier for everyone involved.

We've been creating exceptional experiences for more than 30 years... those experiences often come to life in the contact center because that is where your brand hits your customer.

—Leah Quartano, VP of Digital Sales, TTEC Digital

Predictive models and unified customer data deliver a 360° service view

TTEC Digital has partnered with their global airline client to build a unified, cloud-based customer experience platform powered by Microsoft Dynamics 365, Copilot, and Azure. The tailored solution will bring together customer data, tools, and people across the airline’s support network, giving agents a wider view of customer behavior. With predictive analytics and intelligent automation, agents will better anticipate needs, resolve issues faster, and create more meaningful connections with passengers.

Behind the scenes, change management plays a vital role. TTEC Digital is designing a bespoke adoption strategy to ensure a smooth rollout and lasting impact across the organization.

Because of the project’s scale and visibility, executive alignment and technical validation have been essential from day one. TTEC Digital continues to provide strong leadership throughout the process, collaborating closely with both their client and Microsoft on the journey ahead.

Person walking down stairs while using a tablet.

When [call center agents] have a better tool that they work with ... you have happy employees, which translates to happy customers.

—Ross Lotharius, Global Microsoft Practice Lead, TTEC Digital

Stellar metrics, happy airline employees, and satisfied travelers

The airline's AI-powered contact center solution is expected to support several thousand agents, and early projections show a 30% reduction in case handling time, improving both the customer and agent experiences via fewer customer support transfers, shorter average handling times, and faster call resolution.

"Contact center agents can’t answer a call without logging into the tool you're building for them,” said Ross Lotharius, Global Microsoft Practice Lead at TTEC Digital. “When that experience improves, everything else follows. Reduced onboarding and training time, lower agent turnover because they have a better tool, happier employees who deliver better service, and ultimately happier customers. It’s a ripple effect that drives all the right metrics."

Additionally, the airline’s new system will significantly shorten onboarding and training cycles, which is a crucial advantage during busy travel seasons when the airline ramps up staffing. The system's AI capabilities now guide seasonal hires through tasks and learning, cutting training times and improving consistency.

This transformation demonstrates what’s possible when innovation meets expertise. By uniting the robust cloud and AI technologies of Microsoft with TTEC Digital’s deep customer experience expertise, the airline now has a smarter, faster, and more resilient contact center—one that empowers agents, delights travelers, and drives measurable business outcomes. Together, Microsoft and TTEC Digital are redefining what it means to deliver exceptional experiences at scale, proving that the right partnership can turn every interaction into an opportunity for loyalty and growth.

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