Connect Faster with Microsoft Dynamics 365 Contact Center

Transform Every Conversation - Microsoft Dynamics 365 Contact Center CRM

Exceed customer expectations with maximized service operations and improved agent efficiency for Customer Service, Member Management and Case Management.

Microsoft Dynamics 365 Contact Center, powered by AI Copilot, Microsoft Dataverse, and the Microsoft Power Platform, provides agents with the right information, guidance, and automation at the right time.

Business Assessment

Design & Development

Empower Agents with a Unified Workspace

Enable agents to deliver exceptional service through an intelligent omnichannel experience designed for high-volume customer engagement.

Unified Agent Workspace Provide agents with a single interface for handling voice, chat, SMS, email, and social interactions, complete with customer history, conversation context, and AI-generated summaries. Intelligent Routing Automatically match incoming interactions to the most qualified agent based on skills, availability, capacity, priority, and customer intent. Collaboration Bring experts together to quickly resolve complex cases through embedded Microsoft Teams and intelligent case swarming.

Enable intelligent self-service

Reduce contact volumes and improve customer satisfaction by empowering customers to find answers and resolve issues independently.

Virtual Agents and Conversational AI Automate routine inquiries with AI-powered chatbots and virtual agents that provide consistent, always-available support. Knowledge management Deliver relevant knowledge articles and recommended content to customers and agents, ensuring faster and more accurate resolutions. Workflow Automation Streamline processes through Power Automate, enabling automated case creation, notifications, escalations, and follow-up activities.

Optimize Contact Center Performance

Improve operational efficiency and service quality through comprehensive analytics, AI insights, and automation.

Contact Center Analytics Gain visibility into channel performance, customer satisfaction, agent productivity, queue volumes, and operational KPIs. Real-Time Supervisory Insights Monitor live conversations, service levels, agent performance, and workload distribution to proactively manage operations. Process Automation Eliminate manual processes with more than 700 prebuilt flows, and add custom data connectors to your ecosystem.

Meet customers where they are

Deliver consistent, connected experiences across every communication channel.

Omnichannel Engagement Support voice, chat, SMS, email, social media, and digital messaging channels from a single platform. Sentiment-based routing Route the case to the right agent based on customer's needs Channel Transitions Allow customers to move between channels without losing conversation history or context, creating a truly connected experience.

Expand your Microsoft Dynamics 365 Ecosystem

Dynamics 365 Contact Center enhances existing Dynamics 365 Sales and Customer Service investments by adding AI-powered omnichannel engagement, including voice, chat, SMS, email, and social channels. Through a shared Microsoft Dataverse foundation, agents gain real-time access to customer profiles, opportunities, cases, interaction history, and knowledge articles, ensuring a consistent customer experience.

Together, the solutions provide a unified customer view, intelligent routing, Copilot-driven productivity, and comprehensive analytics that connect sales, service, and contact center operations across the entire customer journey.

Empower your service reps and transform customer service

Exceed customer expectations by delivering exceptional service on any channel.

Copilot for Customer Service

“Our team doesn’t just implement software. We help you make your business better.“

Steve Ewing, Vice President

Need a New Microsoft CRM Partner?

With change in mind, we suggest you consider hitting the proverbial “RESET BUTTON” and re-evaluate ‘where you are now’; and ‘where you want to be‘.

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CRM Industry Accelerators

CRM Industry Accelerators

Transform Every Conversation - Microsoft Dynamics 365 Contact Center CRM

Empower Agents with a Unified Workspace

Enable intelligent self-service

Optimize Contact Center Performance

Meet customers where they are

Expand your Microsoft Dynamics 365 Ecosystem

Steve Ewing, Vice President

Need a New Microsoft CRM Partner?