Dynamics 365 Contact Centre is an AI-powered contact centre platform that captures every customer interaction in one place. Every call, chat, email and message is centralised, giving agents a clear view of who the customer is, why they are getting in touch and what has happened before.
AI and voice agents can pick up some of the workload by answering routine queries, routing callers, checking information and retrieving details from your CRM when needed. Real time transcription, intent detection and sentiment analysis help agents understand the situation quickly and respond with confidence.
The result is a more efficient, consistent and responsive contact centre where customers reach the right help more quickly and agents can work effectively in a single, connected environment.
Choosing the right solution should feel clear and reassuring. Our role is to help you understand whether this platform genuinely supports the way your organisation manages customer service today, while also identifying any gaps and how they could be addressed early on.
We take the time to understand how your service teams work, how enquiries are received and handled, how issues are escalated, how different systems support the process, and where the biggest pressures sit across your contact centre operations.
From there, we look more closely at your requirements and ambitions, and how Dynamics 365 Contact Centre could support a more connected, efficient, and scalable service environment, working alongside your existing tools, processes, and skill sets.
By the end of the process, you will have a clear view of whether this solution is right for you and how it could support a more consistent, responsive, and customer-focused contact centre operation.
If you use Dynamics 365 Customer Service, the contact centre can work alongside it to bring cases, customer details, and interactions together. This gives your team a complete picture of each customer’s history and makes it easier to manage enquiries from first contact through to resolution. If you do not use case management today, the contact centre still provides a unified view of every interaction across all channels.
Make sure every customer reaches the most suitable agent or self service option. With intelligent routing, enquiries can be directed based on intent, skills, availability, priority, and channel. AI agents can handle simple queries when your team is unavailable or when customers prefer to self serve, helping you reduce wait times and improve first contact resolution.
AI and voice agents can take on routine tasks for you from routing callers and answering common questions to checking account details and providing instant updates. Human agents still get a complete view of customer information and real‑time insights like transcription and sentiment, so they can focus on higher‑value conversations and resolve issues faster.
AI powered tools identify customer intent, summarise conversations, suggest replies, and highlight recommended actions. This helps agents work more efficiently and ensures customers receive consistent, informed support across every channel.
Sentiment analysis monitors the tone and mood of each interaction, showing whether a customer is calm, frustrated, or becoming distressed. This gives agents the insight they need to adjust their approach, offer reassurance, and handle sensitive situations with greater empathy and awareness.
Every call, message, chat, and email is automatically recorded against the customer’s profile. This creates a complete, reliable history of all interactions, making it easier for agents to pick up where someone else left off, understand context quickly, and deliver a more joined up experience.
| Duration | 2-4 months per phase | Dependent on recovery needs | |
| Scope | Variable | Variable | |
| Level of configuration | Unlimited | Unlimited | |
| Reporting | Tailored | Custom | |
| Data Migration | |||
| Suitable for companies with legacy CRM | |||
| Number of users | 10+ | 10+ | |
| Single view of business/function data | |||
| Secure and trusted Microsoft platform | |||
| Access anywhere on any device | |||
| Collaboration with existing Microsoft tools | |||
| Live reporting and insights to understand your data, trends and risks | |||
| Data import | |||
| Fully managed with break fix and unlimited adhoc training | Including ongoing optimisation, tailored training and ongoing adjustments. | Including ongoing optimisation, tailored training and ongoing adjustments. | |
| Self-Service portal | |||
| Advanced BI and reporting | |||
| Advanced marketing automation | |||
| Change management | |||
| Automation |
