Three Ways Dynamics 365 Contact Centre Transforms Customer Service with AI
Customer expectations have shifted. People want fast, personalised answers across every channel, and they do not want to repeat themselves.…
- Industry: Healthcare (UK)
- Organisation Type: Large-scale specialist healthcare services provider
- Products & Services:
- Microsoft Dynamics 365 Contact Center
- Microsoft Copilot Studio
- Microsoft Teams Phone
- Microsoft Power Platform
- Microsoft Azure
- Key Focus Areas:
- Omnichannel contact centre modernisation
- Voice IVR and self-service automation
- Live chat and email routing
- Intelligent call routing and agent assignment
- Patient experience and operational efficiency
- Location: United Kingdom
Overview
A specialist healthcare services provider operating across the United Kingdom embarked on a contact centre transformation to improve the patient experience, reduce call volumes, and equip its service teams with the tools to work more effectively. Â The organisation manages complex patient services including prescription fulfilment, home-based clinical care, and medication delivery for a large patient population.
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With call volumes exceeding 1,200 inbound contacts per day across prescription enquiries, order confirmations, and delivery rescheduling alone, the existing contact centre infrastructure could no longer support the organisation's growth or its ambition to deliver faster, more personalised patient interactions.
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Mazik Global delivered a comprehensive contact centre transformation using Microsoft Dynamics 365 Contact Center, replacing legacy telephony systems and introducing intelligent self-service, live chat, email routing, and AI-assisted agent workflows on a single, unified platform.
The Challenge
The organisation's contact centre relied on a legacy third-party telephony platform that operated independently from its core clinical and operational systems. This separation created blind spots for agents, delays for patients, and limited management visibility into performance.
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Key challenges included:
- A disconnected telephony platform with no integration into patient records or case management systems
- Over 1200 daily inbound calls with no self-service options, placing unsustainable pressure on agents
- Email enquiries handled manually through Outlook, outside the contact centre workflow, creating inconsistent response times and lost context
- No live chat or digital messaging capability, with patient interactions limited to telephone and manual email, leaving no unified view of communication history
- No intelligent routing, resulting in patients being transferred multiple times before reaching the right team
- Limited real-time visibility into queue performance, agent utilisation, and patient satisfaction
- No real-time analytics or reporting to support operational decision-making
- No AI or automation to support agents during calls or reduce post-call administration
The Solution
Mazik Global delivered an end-to-end contact centre transformation using Microsoft Dynamics 365 Contact Centre as a Service (CCaaS), moving the organisation from a siloed telephony setup to a modern, AI-powered omnichannel platform.
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The solution was designed around four pillars: self-service automation, omnichannel engagement, intelligent routing, and agent empowerment.
Self-Service and IVR
Mazik Global configured a conversational IVR powered by Microsoft Copilot Studio, enabling patients to resolve their most common enquiries without speaking to an agent. Three high-volume call categories were targeted for self-service deflection:
- Prescription chasing (approximately 479 daily calls): patients can check prescription status through an automated voice interaction
- Order confirmation (approximately 455 daily calls): patients receive automated order updates without waiting in a queue
- Delivery rescheduling (approximately 272 daily calls): patients can reschedule deliveries through a guided self-service flow
Calls requiring human assistance are transferred directly to the most appropriate agent through unified routing, while those outside the scope of the new platform are handed off to the existing telephony system during the phased transition.
Live Chat
Mazik Global implemented a live chat channel integrated directly into the organisation's patient-facing digital services. This gave patients a new way to engage with the contact centre across a wide range of enquiry types, including:
- Prescription queries
- Amend order
- Confirm delivery
- Cancel delivery
- Reschedule delivery
- Change account details
- Notify of excess stock
- No stock remaining
- Travel advice and documentation
- General support
Live chat conversations are routed through the same unified routing engine as voice calls, ensuring consistent prioritisation and agent assignment across all channels. All interactions are recorded on the patient timeline, giving agents and supervisors a complete view of every patient's communication history in one place.
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Email Routing
Patient emails were brought into the Dynamics 365 Contact Center workflow for the first time, replacing the previous process where enquiries were handled manually through Outlook with no connection to the patient's interaction history. Inbound emails are now automatically classified, prioritised, and routed to the right queue based on content and intent, giving agents full context before they respond.
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As with live chat, all email interactions are captured on the patient timeline, ensuring a single, unified record of every patient conversation regardless of the channel used.
Intelligent Routing and Agent Assignment
The platform uses Microsoft's unified routing engine to connect each patient to the best available agent based on skills, availability, and capacity. The system detects sentiment, predicts effort, identifies required skills, and enriches context before assigning the interaction.
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Key routing capabilities include:
- Skills-based routing aligned to medication types and service lines
- Queue-specific routing for specialist teams, directing medication-specific queries to dedicated queues
Agent Experience and Copilot
Agents now work within a unified workspace where voice, live chat, and email conversations are managed in a single interface alongside patient records, case history, and knowledge articles. Microsoft Copilot assists agents in real time with suggested responses, knowledge surfacing, and post-call summarisation, reducing average handling time and improving consistency.
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Collaboration features allow agents to consult with subject matter experts or transfer conversations with full context preserved, so patients never need to repeat themselves.
Impact & Outcomes
The transformation delivered significant improvements across patient experience, operational efficiency, and agent satisfaction:
- Up to 40% of inbound calls deflected through self-service IVR across prescription chasing, order confirmation, and delivery rescheduling
- Up to 30% reduction in average handling time through Copilot-assisted agent workflows, automatic case creation, and unified patient context
- Improved first contact resolution with intelligent skills-based routing connecting patients to the right agent on the first attempt
- A new live chat channel providing patients with a digital alternative to voice, increasing accessibility across a broad range of enquiry types
- Email routing integrated into the contact centre workflow for the first time, improving response consistency
- A unified patient timeline capturing all interactions across voice, chat, and email in a single view
- Real-time analytics and reporting giving supervisors visibility into queue performance, agent utilisation, and patient satisfaction across all channels
Technology Overview
MazikCare Suite
- Core healthcare platform enabling unified patient, clinical, and pharmacy operations
Microsoft Dynamics 365 Contact Center
- Omnichannel contact centre platform delivering voice, live chat, email, and digital messaging on a single unified infrastructure with built-in AI and routing intelligence.
Microsoft Copilot Studio
- Low-code bot authoring platform used to build the conversational IVR and self-service flows for prescription chasing, order confirmation, and delivery rescheduling.
Microsoft Teams Phone
- Enterprise-grade telephony providing the voice infrastructure for inbound and outbound patient communications.
Microsoft Power Platform
- Low-code tools for custom applications, workflow automation, and operational reporting across the contact centre.
Microsoft Azure
- Scalable, secure cloud infrastructure underpinning the contact centre platform, data integration, and AI services.
Healthcare‑First Design
We design solutions around real clinical, pharmacy, and operational workflows to support safe and efficient patient care.
Healthcare Microsoft Expertise
As a Microsoft partner, we bring deep experience across Dynamics 365, MazikCare, Power Platform, and Azure for regulated healthcare environments.
End‑to‑End Delivery
From architecture and implementation to optimisation and scale, we support complex healthcare transformation programmes throughout their lifecycle.
Scalable & Compliant Platforms
Our solutions are built to scale across services and regions while meeting security, governance, and audit requirements.
