Contact Center

Efficiency, automation and smart support for your contact center

Customer expectations are rising – your customer service should keep pace. Take your service level to the next level with a modern contact center that offers AI-powered automation and intelligent assistance.

Dynamics 365 Contact Center enables seamless integration with your existing CRM, creating a central platform for all customer interactions – whether by phone, email or chat. The co-pilot-first approach supports your team in real time with automated workflows, intelligent suggested responses and data-based insights. This means that service requests can be processed faster, customer concerns can be prioritized efficiently and processes can be optimized.

Reduce manual effort, minimize waiting times and increase customer satisfaction with a smart, cross-channel solution. This not only ensures seamless service, but also gives you a clear competitive advantage.

What makes us special as isolutions: Our CRM consultants accompany you end-to-end – from strategy to technical implementation – and ensure that your service processes become measurably more efficient. In addition, we have in-depth expertise in the area of Azure Communication Services, which optimally integrates the telephony channel into your contact center. This is complemented by our expertise in building chatbots with Copilot Studio and by our many years of experience in successfully implementing numerous customer service projects.

Overview

Design your contact center – with Copilot

Reach your customers where they are: whether by phone, SMS, web, mobile, email or social media – with Dynamics 365 Contact Center, you can offer them a comprehensive and personalized service. Thanks to the intelligent linking with your CRM data, each customer receives exactly the support they need.

Efficient service, lower call volume
Rely on intelligent, context-sensitive chatbots supported by artificial intelligence. This helps you to automatically resolve standard requests, reduce call volume and efficiently utilize your service resources.

Modern voice control for better customer service
Nuance advanced IVR technology makes your voice self-service even more powerful. The system recognizes intentions, understands complex requests and intuitively guides customers to the right person or solution – for faster answers and a better customer experience.

Productivity

Maximum productivity for your service team

Assign requests efficiently
With intelligent, cross-channel routing, customer requests are automatically assigned to the most suitable service employee – for faster solutions and higher customer satisfaction.

Work faster and smarter
Increase your team's efficiency with AI-powered suggested responses, conversation summaries, and a centralized knowledge chat interface. This way, requests can be processed accurately and without wasting time.

Holistic customer understanding
Give your team a 360° view of each customer, including sentiment analysis, interaction history, relevant topics, and CRM case data. This enables you to provide personalized and targeted solutions.

Real-time supervision
Give managers full transparency into ongoing conversations, performance data, and direct intervention options to provide support when it matters most.

Efficiency

Boosting customer service efficiency with real-time analytics and intelligent automation

Analyze key figures in real time
Get full transparency of support metrics and identify trends early with dashboards, reports, and Copilot-supported analyses.

Optimize resource management
Monitor skills, capacities, and team scheduling in real time – seamlessly connected to your workforce management system.

Centralize data
With Microsoft Dataverse, you can eliminate silos and work with a single, reliable source of data for all customer interactions.

Take automation to the next level
Integrate Copilot into your existing systems to optimize processes and unlock new efficiency potential.