Why Your Support Team Needs an Intelligent Support Agent for Dynamics 365
Every support team knows the routine. An email arrives, someone reads it, opens the CRM, creates a case, assigns a…
One Platform for Smarter Customer Service
Dynamics 365 Contact Centre brings together AI-powered self-service, intelligent routing, omnichannel engagement, and real-time operations on a single Microsoft platform. As a Microsoft Solutions Partner, we configure and deploy it for organisations across healthcare, non-profit, public sector, and SMBs.
Why Organisations Are Choosing Microsoft
One Platform, One Vendor
CCaaS, CRM, generative AI, telephony, and workforce management from a single cloud. No fragmented vendor stack. No integration headaches.
AI Infused End to End
Copilot and AI agents work across every stage of the service workflow, from self-service and routing through to agent assist, post-call wrap-up, and supervisor analytics.
Built for Enterprise Scale
Carrier-grade voice supporting 25,000 concurrent calls, 99.99% SLA, enterprise security, and the full Microsoft ecosystem including Teams, Azure, Dataverse, and Power Platform.
What’s New in D365 Contact Centre
Microsoft’s 2026 Wave releases introduce agentic AI capabilities that move the contact centre from assisted service towards autonomous operations. Here is what matters most.
AI Agents Across the Service Lifecycle
These agents automate key stages of the customer journey. Each operates with human oversight, so supervisors retain full control over quality and compliance.
Customer Intent Agent
Analyses past and current conversations to build a self-learning intent library. Powers dynamic self-service interviews and suggests follow-up questions for agents, reducing handling time and improving first-contact resolution.
Case Management Agent
Creates and updates cases automatically from chat and email. Populates fields, summarises conversations, resolves straightforward cases with autonomous follow-up, and closes cases with customer confirmation.
Knowledge Management Agent
Extracts resolutions from closed cases and drafts new knowledge articles. Updates existing content as policies change. Keeps self-service bots and IVRs current without manual effort from your team.
Quality Evaluation Agent
Scores conversations against supervisor-defined criteria in real time. Flags compliance risks, identifies coaching opportunities, and provides detailed evaluation insights across every channel.
Core Capabilities of D365 Contact Centre
How We Deploy D365 Contact Centre Across Industries
Every industry has different service pressures, compliance requirements, and patient or customer expectations. We configure D365 Contact Centre to address the specific workflows and challenges each sector faces.
Healthcare
Prescription chasing, delivery rescheduling, and appointment queries handled through AI self-service. Patient intent detection routes clinical queries to the right team. Copilot keeps agents informed with full patient history and real-time guidance. We work with NHS Trusts and private providers.
Non-Profit
Donor enquiries, gift aid queries, and beneficiary support managed through omnichannel engagement. AI agents handle routine donation questions and case updates. Knowledge management keeps volunteer teams and service desks aligned with the latest programme information.
Public Sector
Citizen service requests, benefits enquiries, and planning queries routed intelligently across departments. Self-service agents reduce call volumes for high-frequency requests. Real-time analytics give supervisors visibility into service levels and compliance.
SMBs
Customer support, order queries, and service requests managed on a scalable platform that grows with the business. AI agents and Copilot provide enterprise-grade capabilities without enterprise-grade complexity. Teams Phone integration keeps telephony costs low.
Industry-Specific Configuration
We do not deliver generic implementations. Every deployment is configured around your sector’s workflows, compliance requirements, and service pressures. Our team has delivered D365 Contact Centre for healthcare, non-profit, and public sector organisations.
End-to-End Delivery
From discovery and solution design through to deployment, data migration, and post-go-live support. We handle the full implementation lifecycle so your team stays focused on service delivery.
Microsoft Solutions Partner
Our architects and consultants are certified across Dynamics 365, Azure, Power Platform, and Copilot Studio. We work within the Microsoft ecosystem to deliver solutions that integrate with your existing Microsoft investments.
Adoption and Change Management
New technology only delivers value when people use it confidently. We provide structured training for agents, supervisors, and administrators, with ongoing support to ensure your teams get full value from the platform.
