Why Customer Experience Needs to Change

Today’s customers expect fast, personalised support across voice, chat, email and messaging. Many organisations still rely on fragmented systems that slow agents and frustrate customers.

Microsoft Dynamics 365 Contact Centre as a Service (CCaaS), powered by AI Agents, Copilot and Azure Communication Services, unifies channels, empowers agents and adapts to modern work. Hitachi Solutions helps organisations unlock CCaaS to connect data, teams and AI-driven workflows for smoother, more productive service.

Why Now?

• Disconnected systems: 87% of organisations struggle with siloed data.
• Cloud shift: In 2019, 83% of contact centres were on-premises; by 2027 fewer than half will be.
• AI growth: By 2029, Agentic AI will handle 80% of common issues, cutting costs by 30%.
• Unified platforms: By 2028, 60% of service organisations will choose unified systems.
• Voice endures: 62% of inbound interactions still happen by phone.

What Sets Microsoft CCaaS Apart

• Cloud-native and secure: one trusted solution reduces cost and maintenance.
• Unified platform: connect sales, service and marketing with shared data.
• Scalable channels: start with voice, chat, email, expand when needed.
• Fast deployment: launch quickly with low or no-code tools.
• Agent empowerment: Copilot provides real-time insights and next-best actions.
• Continuous innovation: built on Microsoft’s AI leadership.

Our Approach: Service and Experience

Service Transformation – optimise routing, visibility and workflows for faster resolutions.

Customer Experience – design seamless, connected interactions that build trust and growth.

Our Three-Step Process

Step 1: Discover & Understand (8 days)
Workshops identify challenges and priorities.
Outcome: clear roadmap tied to business goals.

Step 2: Prove Value (2–4 weeks)
Build a proof of concept to test AI-assisted routing and integration.
Outcome: validated solution and refined plan.

Step 3: MVP & Rollout
Convert the PoC into production using best-practice methods.
Outcome: live CCaaS platform delivering measurable impact.

Ready to Get Started?

Book a 60-minute discovery session to map your priorities and see how fast we can deliver results. Launch your PoC in as little as 15 business days.