Before the agent
Voice and chat agents
Copilot Studio agents greet the caller, verify who they are, answer routine questions and route the rest with the full context attached.
Contact Center
We implement Dynamics 365 Contact Center for voice, chat and messaging, connected to your existing CRM or service desk and to your telecom provider in Belgium or Luxembourg. AI agents take the routine calls. Your people get live transcripts, suggested answers and automatic summaries.
Built on
Dynamics 365 Contact Center
Copilot Studio
Azure Communication Services
Works With What You Have
Most contact center projects stall on two questions: do we have to change our CRM, and do we have to change our carrier? With Dynamics 365 Contact Center, the answer to both is no.
Every Channel
One Queue for Every Way Customers Reach You.
Customers choose the channel. Your agents see one queue, one routing logic and one customer history.
Voice
Inbound and outbound calls, with conversational IVR.
Live chat
On your website, with an AI agent answering first.
SMS
Two-way text conversations for updates and quick questions.
Messaging customers already use every day.
Microsoft Teams
For internal helpdesks and B2B customers.
Email and cases
Linked to the same customer record and history.
With AI
AI on Every Call, Not Just in the Demo.
AI is built into each stage of the conversation, not added as a separate tool your agents have to open.
During the call
Copilot beside the agent
Live transcription, real-time sentiment and knowledge suggestions, so the agent answers from your policies instead of searching for them.
After the call
Wrap-up done for them
A summary, wrap-up codes and the case update are drafted automatically and written back to your CRM for the agent to confirm.
For Supervisors
Supervisors see queues, service levels and customer sentiment as they happen, and can step in on the conversations that need them.
Real-time queues, waiting times and service levels per channel
Sentiment on live conversations, so escalations are caught early
Listen in, join or take over a conversation when needed
Waiting now
4
Service level
87%
Avg. handle
5:12
Queue
Waiting
Agents
Billing · voice
3
6
Orders · chat
1
4
Technical · voice
0
5
B2B · Teams
0
2
Illustrative figures
Migration
Switch Without a Big Bang.
Your customers should not notice the move. We change the contact center one queue at a time.
Phase 1
Run in parallel
One queue and one channel move to Dynamics 365 Contact Center. The old system keeps running for everything else.
Phase 2
Move queue by queue
Each queue moves when the previous one is stable, with AI agents added where volumes justify them.
Phase 3
Switch off the old system
Numbers, routing and reporting are fully moved, and the old contract can end on your timeline.
FAQ
What teams usually ask before they start.
Built on
Dynamics 365 Contact Center
Routing, channels, agent workspace
Copilot Studio
Voice and chat agents
Azure Communication Services
Telephony and direct routing
Still have questions? We’re here to help.
Do we need Dynamics 365 Customer Service to use it?
No. Dynamics 365 Contact Center works natively with Dynamics 365, and can also connect to Salesforce, ServiceNow or another service desk with modern APIs. We assess your current CRM first and tell you which route makes sense.
Can we keep our phone numbers and our carrier?
How quickly can we go live?
Where are recordings and transcripts stored?
Get Started
A 30-minute call is usually enough to see whether your CRM and telephony are a fit. If they are, we scope a pilot queue with a fixed price.
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