Discover
Process workshops, data audit, and a fit-gap against the standard product.
Phase 2 · Evaluate
CRM · Service
Dynamics 365 Digital Contact Center
Modernise customer service with AI-powered engagement across voice, chat and social, on one agent desktop.
Overview
Modernise customer service with AI-powered engagement across voice, chat and social, on one agent desktop.
Capabilities
Omnichannel routing
Copilot for agents
Knowledge and self-service
Quality and workforce insights
Our approach
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Design
Solution blueprint, integration map, and the extensions we will actually need.
Deploy
Configuration, migration rehearsal, role-based training, UAT and phased cutover.
Support
Hypercare, managed services, client portal, scheduled optimisation reviews.
What you get
A digital contact centre brings voice, chat and messaging into one workspace, with the customer record and the case history in front of the agent.
Voice and digital channels in one agent workspace
Routing, queues and service-level management
AI-assisted replies, summaries and knowledge
Supervisor dashboards and quality management
Integration to the customer record and ERP
Where it fits best
Banks, insurers, telecoms, retail and utilities whose volume of customer contact has outgrown shared inboxes and telephone-only support.
How we deliver it
Channel and volume analysis, queue and routing design, knowledge preparation, integration to the case system, a pilot team and then wider roll-out.
What drives the cost
Licences follow agent seats and channels; design and integration are scoped separately. The number depends on users, entities and currencies, integrations, data migration and the gaps found against the standard product. The pricing page sets out the model, and a discovery workshop turns it into a scoped quote.
Frequently asked questions
Can it replace our existing call centre platform?
It can. We assess your channels, volumes and integrations in discovery and plan a phased migration.
Is AI included?
AI-assisted features are available within the Dynamics 365 platform. We introduce them where they help agents, with a human approving the step that matters.
What drives the cost?
Users, legal entities and currencies, integrations, data migration and the gaps found in the fit-gap. We publish the model on the pricing page and turn it into a scoped quote after discovery.
How do we start?
With a 45-minute consultation, then a discovery and fit-gap workshop on your own processes. You receive a written fit-gap and a phased plan before a programme is agreed.