A modern contact center, on the platform you already have.
Dynamics 365 Contact Center brings voice, chat and messaging into one workspace with unified routing, so every conversation lands with the right agent and the full customer context.
Live transcript
Sentiment
Neutral
Sound familiar?
Your telephony, chat and CRM are three separate tools, and agents juggle all of them on every call.
Calls are routed by whoever is free, not by who can actually solve the question.
After a call, the agent spends minutes writing a summary that nobody reads.
Keep your phone lines. Keep your CRM.
Contact Center doesn't ask you to replace your telephony or the system your agents know. It sits in between: calls and chats come in through the lines you have, and every conversation lands in your CRM with its full context.
Your telephony
Your current carrier
SIP trunk via direct routing
Azure Communication Services
Numbers and voice from Microsoft
Teams Phone
What I implement
Copilot Studio voice and chat agents
Dynamics 365 Contact Center
Your CRM or service desk
Dynamics 365 Customer Service
Salesforce
ServiceNow
Your own system
via API
Azure foundation · Microsoft Entra ID · data in your own tenant · monitoring
What I deliver
Channels in one workspace
Voice, chat and messaging channels configured in Contact Center, with the customer's history next to the conversation.
Unified routing
Routing rules based on skills, language and priority, with overflow and queues that match your staffing.
Copilot for agents
Conversation summaries and suggested answers, set up with the right data and governance.
A rollout that sticks
A phased rollout, channel by channel, with ALM in place so changes reach production safely.
Where I've done this
I've worked on Dynamics 365 Contact Center at AG Insurance and on my current project at Savaco, connecting it to the service and field processes around it.
More about meHow I work
01
Discover
Understand your processes, data and goals before a single line of code is written.
02
Design
Architect a solution that fits the platform: configuration first, code where it counts.
03
Build
Deliver in short iterations with automated tests and source-controlled solutions.
04
Deliver
Ship through CI/CD pipelines, document, and hand over a solution your team can own.
Go deeper
The technical guides behind this solution.