Modernise your customer service with Dynamics 365 Contact Center

Delivering good service is directly linked to business growth, incremental revenue, and improved customer loyalty. Modernising customer service through unified experiences, and moving away from fragmented, legacy contact centre infrastructures, is essential for businesses today. Poor service experiences are costly, leading to high attrition rates and significant financial losses. Modern solutions aim to improve efficiency and reduce these costs.

Why Dynamics 365 Contact Center

• Next-generation AI can be a transformative force for customer service, enabling smarter self-service, agent assistance, and operational optimisation.
• Dynamics 365 Contact Center enables personalised service experiences and tailored interactions to individual customer needs across channels.
• The solution supports seamless engagement across voice, chat, email, social, and more, ensuring customers can interact on their preferred channels.
• Rich self-service experiences powered by AI help resolve routine inquiries, reducing contact centre volume and improving customer satisfaction.
• Embedded Copilot capabilities and unified data views accelerate agent productivity and empower supervisors to proactively manage operations.
• Dynamics 365 Contact Center is designed to work with existing CRM systems, avoiding the need for disruptive replacements and enabling unified data and experiences.

The offer

Our service is designed for organisations that want to improve service quality, reduce operational costs, and enable smarter self-service and agent support using Dynamics 365 Contact Center and embedded AI capabilities.

We help you design and implement a contact centre solution that fits your business model, customer experience goals, and existing IT landscape.

What we help you achieve

• Modernise customer service through unified, cross-channel experiences
• Reduce service costs by automating routine enquiries and interactions
• Improve agent productivity with Copilot-assisted workflows and unified data
• Enable consistent, personalised customer interactions across voice, chat, email, social, and more
• Gain better visibility and control of contact centre operations

Our implementation approach

Stage 1 – Business & service context
We start by understanding your current service setup, customer journeys, volumes, and key pain points. This includes service KPIs, channel mix, and customer experience goals.

Stage 2 – IT & platform readiness
We assess your existing CRM landscape, integrations, data, security, and compliance requirements to ensure Dynamics 365 Contact Center fits your environment without unnecessary disruption.

Stage 3 – Solution design & configuration
We design and configure Dynamics 365 Contact Center based on your business and IT requirements, including channels, roles, workflows, and self-service scenarios.

Stage 4 – AI & Copilot enablement
We enable AI-driven self-service, Copilot capabilities for agents, and unified data views to support faster resolution times and better operational management.

Stage 5 – Adoption & go-live
We support user enablement, operational handover, and performance tracking to ensure the solution is embedded into daily operations and delivers value from day one.