Avanade Intelligent Contact Center

Nearly 90% of consumers will walk away after just one poor service experience. To win and retain today's customers, you need to modernize fast-delivering personalized, instant, and seamless service across every channel. The right solution elevates your customer experience, drives efficiency, and repositions your contact center as a strategic growth engine for your business.

Avanade Intelligent Contact Center is built on Microsoft Dynamics 365 Contact Center. Our modular, Al-driven pre-packaged solution empowers mid-market organizations to move from fragmented systems and rising customer expectations to Al-first, connected experiences that drive growth and loyalty.

Our Approach

• Rapid MVP Implementation of your Intelligent Contact Center solution in 12-weeks enables voice and email, allowing you to route conversations based on agent’s skill and automatically create cases routed to a defined queue. 
• Validate and prepare your organization for go-live through Avanade-led train-the-trainer training, enabling your organization to train end users and ready them for User Acceptance Testing.
• Go-live planning and cutover operationalizes your Intelligent Contact Center, with end-users using its AI-enabled capabilities to address customer inquiries and resolve issues. Avanade’s hypercare support ensures the platform is stable and ready to iterate.
• Support-as-a-Service for Intelligent Contact Center mobilizes the managed services application and platform team to deliver support for your Dynamics 365 Contact Center Platform for the next 21 months.

Deliverables

• Microsoft Dynamics 365 Intelligent Contact Center MVP
• Operations runbook from Avanade’s Support-as-a-Service team
• KPIs for incident response and resolutions

Why Avanade for Intelligent Contact Center?

AI-first, business-led transformation Avanade doesn’t just migrate platforms—we reimagine contact centers as intelligent, connected hubs. Our solutions embed AI-human collaboration into daily operations—enabling personalized service, proactive insights, and scalable growth.

Industry-specific expertise and accelerators Avanade brings proven, cross-industry expertise to Intelligent Contact Center with dedicated frameworks and templates for Retail, Consumer Goods, Manufacturing, and Financial Services. Our solutions are informed by real-world client engagements and best practices, enabling rapid deployment and measurable outcomes in sectors where customer experience is a strategic differentiator.

Proven Microsoft expertise at scale Avanade brings unmatched depth in Microsoft Dynamics 365, with 7,500+ certified professionals and more Microsoft MVPs and accreditations than any other partner.

Simplified engagement One contract covers implementation, support, and AI capabilities—streamlining engagement and accelerating value.

Ready to learn more?

Whether your priority is faster resolution, better customer experiences, or more efficient contact center operations, we’ll help you get there. Reach out today to let our experts help you unlock the value of your contact center.