Effective Contact Center for Professional Services

Elevate Your Customer Service with Effective Contact Center – The Next Generation of Integrated Telephony for Microsoft Dynamics 365 Customer Service!

Deliver faster, smarter, and more personalized service by uniting your CRM and voice channels into a single, cohesive platform.

WHY CHOOSE AWARA IT SOLUTION FOR EFFECTIVE CONTACT CENTERS?

• Seamless Asterisk Integration: Extend Dynamics 365 Customer Service with IP telephony on Asterisk—no more context switching between phone systems and CRM.
• Advanced Call Routing & IVR: Interactive Voice Response automates call distribution by department, agent skill, time of day, or custom rules—ensuring every caller reaches the right queue.
• Real‑Time Transcription & Analytics: Convert speech to text on the fly, attach transcripts to cases, and mine dialogue for quality insights and training.
• Unified Client History: All calls, recordings, and transcripts appear in the customer’s timeline; new cases can be auto‑created from missed or routed calls.

KEY FEATURES

• Interactive Voice Response (IVR): Multi‑level menus, conditional routing, and business‑hour fallback logic.
• Queue & Load Management: Dynamic priority routing, overflow handling, and real‑time agent occupancy monitoring.
• Automatic Call Transcription: Live speech‑to‑text with confidence scores—stored on the case record for review.
• CRM‑Embedded Telephony: Click‑to‑call, screen‑pop customer records, and automatic case‑linking for every inbound and outbound call.
• Scalability Across Teams: Easily extend to support or sales groups, with configurable IVR flows per department.

MEASURABLE IMPACT

BENEFITS

• Transparent Communication: Full visibility of all call interactions directly in D365.
• Workflow Automation: Auto‑create cases, log call details, and distribute tasks—freeing agents for high‑value conversations.
• Enhanced CX: Dramatically lower wait times, higher FCR, and personalized service.
• Quality & Training Insights: Use transcripts to coach agents and enforce script adherence.
• Future‑Proof Scalability: Configure new IVR menus and queues on the fly—no developer needed.

TECHNICAL DETAILS

• Platform: Microsoft Dynamics 365 Customer Service + Asterisk PBX
• Deployment: Hybrid or cloud‑hosted Asterisk with secure SIP trunks
• Integration: Power Automate for case automation; Azure Cognitive Services for transcription
• Support: 24/7 monitoring, version‑controlled IVR flows, and regular health checks

TAKE THE NEXT STEP

Transform your contact center into a powerful, insight-driven, and efficient operation with Effective Contact Center.

Request a demo now to see how your team can work smarter, resolve faster, and serve better—right from within Dynamics 365.

Let’s redefine what your customer service can achieve.