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Dynamics 365

Dynamics 365 Contact Center

Voice, digital and self-service channels handled coherently, with routing and reporting across all of them.

Technologies

  • Dynamics 365 Contact Center
  • Copilot Studio
  • Power BI
  • Microsoft Teams

Channels added one at a time produce separate queues and inconsistent answers. We design the routing and knowledge layer once and connect channels into it.

Business outcomes

Consistent answers across channels

One knowledge and routing layer serving every channel.

Effective self-service

Deflection where it genuinely resolves, escalation where it does not.

Comparable reporting

Volume, resolution and satisfaction measured on the same basis.

Capabilities

Channel design

Voice, chat, email and messaging mapped to intents and skills.

Unified routing

One routing model across channels with priority and skill.

Self-service and deflection

Automated resolution with an always-available route to a person.

Workforce reporting

Occupancy, resolution and repeat contact across channels.

How we deliver it

  1. Discover

    Process mapping with the people who use the system, separating genuine requirements from inherited habit.

  2. Design

    Data model, process stages, security model and integration approach, with decisions recorded.

  3. Configure

    Configuration-first build in reviewable increments.

  4. Migrate

    Data cleansing with the business, then staged migration with validation at each wave.

  5. Adopt

    Role-based enablement, hypercare and usage review.

Next step

Considering Dynamics 365 Contact Center?

We will give you an honest view of the effort involved, the prerequisites and the risks, before anyone signs anything.

Talk to an expert Solutions