Dynamics 365 Contact Center Deployment & Support Services

Whether your organization is looking to upgrade your legacy Dynamics 365 Customer Service environment with omnichannel components, migrate an existing environment, or deploy a brand-new Dynamics 365 Contact Center, Cognizant’s delivery methodology is designed to assist you in creating an end-to-end Copilot first Dynamics Contact Center, modernizing processes through innovative solutions.

Leveraging Cognizant’s proprietary and Sure-Step based implementation methodology, Cognizant excels in transforming contact centers across people, processes, and platforms, leveraging our existing tools and accelerators and our extensive experience in contact center modernization. Our dedicated Center of Excellence, with over 200 experts globally, offers full support throughout the transition. The key components and deliverables included in the methodology include:

Deep requirement Analysis

• Requirements Document
• Data Migration Strategy & Approach
• Integration Strategy & Design
• Test Plan
• HLD Considerations
• Dependencies & Risks

• Functional Design Document
• Technical Design Document
• Training Plan
• Risk & Mitigation Plan
• Test Scripts/Use Cases

• Solution Configuration
• Sample data migrations
• Customized Code/Solutions
• Migration Packages
• Test Results Report
• Validation Report
• Training Documents

• User Acceptance Testing Results
• End-user Training
• Customer Sign-off
• Training Surveys
• System Go-Live