Dynamics 365 Contact Center – the next generation of customer contact
What is Dynamics 365 Contact Center?
Modern customer communication doesn’t end with customer service. Today, it’s a strategic component of the entire value chain – from sales and marketing to aftercare. Companies therefore need solutions that go beyond traditional call center systems.
With Dynamics 365 Contact Center, you receive a modern, cloud-based platform that brings together all your communication channels, customer data, and processes in a standardized solution. Whether phone, chat, email, social media, or text message – nowadays your customers expect fast, consistent, and personalized communication across all channels. And your teams benefit from integrated AI support, automation, and complete real-time data availability. The solution can be integrated seamlessly into Microsoft 365, Dynamics 365, and Power Platform – and can be flexibly adapted to your business processes.
Dynamics 365 Contact Center allows companies to deliver a new standard in customer interaction – personal, efficient, and scalable.
Who is Dynamics 365 Contact Center suitable for?
Dynamics 365 Contact Center is not just designed for customer service. The solution is aimed at companies of all sizes and operating in all industries that would like to standardize and modernize internal or external communication processes. It is suitable for the likes of:
- Service teams that work across channels and would like to provide excellent support.
- Sales organizations that would like to qualify leads faster and approach them personally.
- Marketing departments that would like to personalize campaigns and analyze customer feedback in real time.
- HR departments that efficiently manage applicant communication and internal inquiries.
- IT support that processes tickets across channels and would like to prioritize them automatically
- Call center operators that have to handle large numbers of inquiries over voice systems, digital channels, and messaging services and need precise control over performance, queues, and capacities.
- Partner and supplier communication that requires transparency and traceability.
The strength lies in flexibility. Each department benefits from smart routing, AI-powered analysis, and seamless integration into existing Microsoft and third-party systems.
Dynamics 365’s Functionalities at a Glance
Omnichannel communication
All customer channels such as phone, chat, email, text message, WhatsApp, and social media are pooled on one platform. This allows your employees to respond efficiently and consistently – without any media discontinuity
AI-powered automation and Copilot support
Microsoft Copilot provides real-time response suggestions, translations, conversation summaries, and relevant knowledge base articles. This makes knowledge immediately available, while decisions are made faster, and service noticeably improves.
Smart routing and skills-based distribution
Smart forwarding of inquiries by topic, language, availability, or competency profile to the appropriate employees. SLA management and prioritization ensure rapid, targeted processing – including real-time monitoring and escalation logic.
Self service and virtual agents
Customers can independently resolve routine inquiries using smart chatbots or voice-controlled IVR systems – around the clock. This reduces wait times and increases customer satisfaction.
Dashboards and real-time analytics
Live dashboards show KPIs, utilization, customer satisfaction, and trends at a glance. Managers thus receive a firm foundation for operational control and continuous improvement.
Security and compliance
As part of the Microsoft Cloud, Dynamics 365 Contact Center meets the highest requirements with respect to data protection, the GDPR, and IT security – with role-based access control and secure data storage in Microsoft Azure.
Benefits of Dynamics 365 Contact Center
Higher Customer Satisfaction Due to Consistent, Cross-Channel Communication
Automated inquiry detection and forwarding across all channels, combined with a central interface, improve response times, reduce errors, and boost both efficiency and service quality – driving higher satisfaction and stronger customer trust.
Greater Productivity in the Team
Automation and AI reduce routine tasks. Agents receive contextual support and tools that enable more efficient working. This allows them to focus on complex issues – with less stress and higher quality.
Faster Processing and First Call Resolution
Smart routing and immediate access to customer history and knowledge data lead to faster resolution of issues on first contact.
Cost Reduction and Efficiency Gains
Fewer manual activities, fewer tool changes, and reduced training effort lead to noticeable savings and higher efficiency.
360° Customer View in Real Time
All the relevant information about customers, interactions, and processes is available in real time – for personalized communication and better close rates.
Transparent Control
Real-time dashboards, KPIs, and analytics shed light on where bottlenecks are, what the utilization rate is, and where improvements make sense. They enable informed decision-making and proactive control on the part of managers – before problems arise.
Scalability and Futureproofing
The cloud-based solution grows with your company – new markets, channels, and requirements can be flexibly integrated without IT overheads.
Optimum ROI Due to Seamless Integration into Your Processes
Dynamics 365 Contact Center integrates flexibly into your existing systems – whether Dynamics 365 Sales, Customer Service and Field Service, Microsoft Teams, Outlook, Power Platform und Azure OpenAI. This creates end-to-end processes – from first contact to conclusion.
Why you should choose ORBIS
ORBIS is your ideal partner for implementing a powerful Dynamics 365 Contact Center – and with good reason. As one of the leading Microsoft partners in Europe, we have comprehensive experience in digitalizing customer processes and bring to the table our profound technical expertise in integrating complex system landscapes. We think in terms of end-to-end processes – from first customer contact to final analysis – and ensure that your solution is seamlessly integrated into your existing system landscape.
It’s not just about technology for us, but genuine transformation. We analyze existing processes, identify potential for optimization, and adapt processes specifically to meet your requirements. Whether full service or coaching – ORBIS supports you with a tailored service package that takes your customer communication to the next level.
Ready to enter a new era in customer communication?
Experience Dynamics 365 Contact Center in a free demo – tailored specifically to your industry and business processes. Our experts will show you how to make customer contact smarter, more efficient, and futureproof.
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