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Dynamics 365 contact centre

A contact centre that works from one customer record.

We set up the Dynamics 365 digital contact centre alongside Customer Service, so your agents see the customer's history, cases and conversations in one place and customers stop repeating themselves. Chatbots take the simple enquiries and pass the rest to the right agent, and your supervisors get live figures on queues and handling time.

Talk to our Dynamics team See what we set up

What we do

Contact centre services on Dynamics 365.

We configure the contact centre around the channels your customers already use and the way your agents handle cases, then connect it to the rest of Dynamics 365 so service, sales and reporting all work from the same data.

Dynamics 365 Customer Service

Case management, routing and service levels, the foundation the contact centre sits on.

Dynamics Customer Service

AI in customer service

Chatbots that answer simple enquiries and hand over to a live agent with the conversation attached.

AI in customer service

Copilot Studio agents

Agents built in Copilot Studio to answer questions from your own knowledge articles.

Microsoft Copilot Studio

Service reporting

Power BI dashboards on handling time, first contact resolution and queue status for your supervisors.

Power BI

Customer feedback

Surveys after a case closes, with the scores stored against the customer record.

Dynamics Customer Voice

Dynamics support

Changes, fixes and help for your agents once the contact centre is live.

Dynamics support

20+ years

of Microsoft experience behind the team that sets up your contact centre

3 offices

in Stirling, Manchester and London

1 working day

to come back to you after you get in touch

How we work

How a contact centre project runs.

01

Discovery

We sit with your agents and supervisors, map the channels customers use today, how cases are routed and which figures you report on, and write it up as requirements you sign off.
02

Design

We design the routing rules, queues, chatbot conversations and agent workspace, and agree which enquiries a bot should handle and which go straight to a person.
03

Build

We configure the contact centre and Customer Service in your tenant, connect your channels and knowledge base, bring across the customer data you are keeping and test it with your team.
04

Train

Agents learn the workspace using real case examples, and supervisors learn the live dashboards and how to change queues and routing themselves.
05

Go live

We switch channels over in an agreed order, stay with your supervisors through the first weeks and hand over to Dynamics support if you want it.

FAQ

Frequently asked questions.

What is the Dynamics 365 digital contact centre?

Microsoft's contact centre application for Dynamics 365, which brings chat, messaging and voice into the same workspace as Customer Service so agents handle every channel from one customer record.

Do we need Dynamics 365 Customer Service as well?

The contact centre is built to work with Customer Service, which holds the cases, customer data and knowledge base. We look at what you already license and tell you what you would need to add before recommending anything.

Can you move us from our current CRM?

Yes. We migrate customer records and case history from your existing CRM into Dynamics 365 as part of the project, and agree with you what is worth bringing across.

Can chatbots hand over to a person?

Yes. The chatbot answers the simple enquiries and passes anything else to a live agent, with the conversation so far attached so the customer does not have to start again.

Talk to our Dynamics team.

Tell us what you are working on and we will come back to you within one working day to arrange a call.