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Start the journey to establish a contact center in the cloud with AI and automation
Discover Dynamics 365 Contact Center is a strategic advisory service designed to help organizations prepare for the transition to a modern, cloud-based contact center. The service begins with a comprehensive analysis of the current customer service landscape, including systems, processes, data sources, and organizational readiness. Through interviews, workshops, and documentation reviews, the project team gains insight into the client’s existing IT investments and business goals.
The purpose of the engagement is to define a clear vision and roadmap for implementing a new contact center solution based on Dynamics 365. This includes identifying key use cases, assessing data quality, and recommending an architecture that supports omnichannel communication, automation, and real-time insight. The analysis also outlines how the new platform can enhance customer experiences, improve operational efficiency, and enable data-driven decision-making.
By the end of the engagement, the client receives a tailored implementation plan, a prioritized product backlog, and a solution design that aligns with long-term business objectives. The service is delivered as the first step in a phased approach, ensuring that the organization can move forward with confidence, backed by a clear strategy and actionable recommendations.