Dynamics 365 Contact Center
The conversation and the customer file in the same window. No second screen needed.A call, a chat, a message: the same queue, the same routing, and the customer's file is already open when the phone rings. What is said during the conversation is automatically recorded in the file, without anyone having to type it out.
Formerly known as the Microsoft Digital Contact Center Platform —the name changed in 2024, and the product has expanded.Three Signs That a Contact Center Is Out of Touch with Customers
They have nothing to do with the quality of the people responding. They stem from the fact that the conversation and the file exist in two separate worlds.
The agent works on two screens
The call console on one side, the customer file on the other. He switches back and forth, searches, asks for a repeat—and all the while, the customer hears nothing.
Thirty seconds per call, multiplied by four hundred calls per day.
The call leaves no trace
The customer called on Tuesday, wrote on Thursday, and called again on Monday. In the file, we can only see the email from Thursday.
So he tells his story a third time, to someone who is hearing it for the first time.
Two reports, two figures
The call center report tracks the number of calls handled. The customer service report tracks the number of resolved requests. No one knows how to switch between the two.
So we proceed based on the set manager's judgment.
The Contact Center handles the conversation as it unfolds; Customer Service handles the case it has opened.
Both applications can be deployed together or separately. Here, we focus on the conversation: channels, routing, and online agents. The case file, on-time response rates, and the knowledge base are handled by Customer Service
How this changes things on set
Six things, from the perspective of the person answering the phone and the person leading the team.
One line, regardless of the channel
Voice calls, site chat, WhatsApp, text messages, social media, email: the same queue, the same priority rules, the same metrics. Not one console per channel.
The Right Person, First Time Around
Expertise, language, current workload, customer value, case history. The request is directed to the person who can actually handle it, not to the first available person.
The folder that opens when the alarm rings
Who's calling, what they bought, what they've already asked for, what they were promised. The agent starts the conversation knowing this information, not by having to look it up.
A virtual agent that really does the filtering
It identifies users, answers frequently asked questions, gathers useful information—and it hands off the entire conversation, not just a case number.
The agent is assisted, not replaced
Suggested knowledge base article, suggested response, reported conversation tone. This helps a new user keep up with a veteran user as early as the second week.
The summary writes itself
What was said, what was decided, what remains to be done—written down and filed in the case file. It’s the post-hearing transcript that disappears, four hundred times a day.
A lead's journey, from the channel to the file
The diagram’s message can be summed up in one sentence: the customer never has to repeat themselves, because each step passes on what it has learned to the next.
What we do, and in what order
A poorly routed contact center is worse than a switchboard: it gives the customer the impression of a system, and still keeps them waiting.
The routing plan and languages
Who responds to what, in what order, with what priority, and, above all, in what language. In French-speaking Switzerland, a program receives content in French, German, and English: this is the rule, not the exception.
We document the lines, the skills, the overflow, and what happens outside of business hours—because that’s where customers get lost.
Connecting to Your Phone Service
The call has to come in somewhere. We connect the contact center to your existing phone system or to Microsoft Teams, including phone numbers, call overflow, and contingency plans.
The Virtual Agent, and What It Is Tasked With
We don't assign him "customer service." We assign him three common, tedious, and verifiable tasks: identifying the caller, providing an order status, and scheduling an appointment.
And it's written in black and white when he hands over the reins: two unsatisfactory answers, a word of anger, a complaint.
The seesaw and the platform
Changing an agent's console changes their entire day. Training is based on real cases; experienced agents are trained before new ones, and we stay on the floor for the first few days.
Maintenance and Measurement
Volumes fluctuate; one campaign doubles the number of calls on a Tuesday, and a queue starts to overflow every Monday. Without regular review, the routing plan becomes outdated within a semester.
How long, honestly?
Ranges, based on a clearly stated assumption.
The scenario: about 30 agents, about 10 queues, two or three channels, one site, a phone system already running on Microsoft Teams, and a floor manager available half a day per week. Every variation shifts the ranges, and we’ll tell you in which direction.
Framing and Routing
Lines, skills, languages, schedules, overflows. The document that determines everything.
Setup and Connection
Channels, case numbers, agent screen, customer file, dashboards.
Virtual Agent
Three tasks: the rules for transitioning to human operation, and real-world testing.
Wave-driven switching
Training, phased implementation, on-site support.
Nine to fifteen weeks between the first meeting and a fully migrated platform. A telephony system that is not yet on Teams adds its own project: it is handled beforehand and is described on the Contact Centers page.
We don't see the layer underneath.
A contact center is only as good as the people behind it
Queues, overloads, and emergency services all rely on telephony. An integrator who is familiar only with the application delivers a system connected to a layer he does not understand—and discovers the problems on the day of the switchover.
We've been installing this layer for years
Microsoft Telephony Teams, third-party contact centers, call recording, reception consoles, terminals: this is our other area of expertise, and it is covered in about thirty pages on this website.
This gives you honest advice on how to choose
Dynamics isn't always the right answer. When another solution is a better fit for your studio, we'll tell you—and we'll implement it, too.
What You Need to Know Before Signing
Five points that determine both the budget and the schedule.
The name has changed, and so has the scope
What was known as the Microsoft Digital Contact Center Platform until 2024 referred to a collection of building blocks. TheDynamics 365 Contact Center is now a standalone product that can be purchased separately.
If an older document or offer still refers to the old name, it is not the same as what we are describing here.
On its own, or as a supplement to an existing bachelor's degree
The product can be purchased as a standalone solution—in which case it includes its own request management system—or as an add-on to an existing customer service license, which costs significantly less.
The right editing package depends on what you already have. We provide a quote on a project-by-project basis, and we don't publish prices that would be inaccurate the following month.
Voice communication requires more than just written channels
Setting up a chat service takes a day. Setting up voice service requires phone numbers, an operator, contingency plans, and real-world testing. This is the step that most often causes delays in the schedule.
Where Are the Recordings and Conversations Stored?
Depending on your industry, the issue of the hosting location and the retention period must be addressed before signing the agreement, not after. This should be discussed with your data protection officer.
Artificial intelligence features are being used up
The virtual agent, summaries, and suggestions operate using a credit that is deducted as they are used. This isn't an obstacle, but it does change the approach: we don't apply AI to every contact as a matter of principle; we apply it where it adds value.
What plugs into it
The contact center is in the middle of three construction projects. Here are the three.
Contact Centers and Telephony
The following describes what Dynamics 365 Contact Center does. It does not compare it to other solutions. If you’re still trying to decide—between Dynamics, Luware, Anywhere365, or Voca—that’s where you’ll find the comparison chart, the three models for connecting to Microsoft Teams, and the telephony solution that powers it all.
Compare Solutions After the conversationCustomer Service
The case opened by the call, meeting deadlines, the knowledge base, and the customer portal.
The Customer Service PageArtificial Intelligence in the Contact Center, Presented as a Project. Agents receive assistance during calls, simple requests are handled immediately, and calls are summarized and tracked: the customer service and contact center page details the data, architecture, and limitations.
Tell us what works and what doesn't
The number of agents, available channels, languages, and existing phone systems, as well as the issues your customers are currently raising. We’ll come back with a scope, a workload, a timeline, and specific deliverables.
Preparing a proposal is free. Design studies and audits are included in the scope of work. Three agencies: Renens, Sion , and Châtel-Saint-Denis ; a Microsoft partner for sixteen consecutive years.
Do we have to change everything all at once?
No, and that's rarely a good idea. First, we set up a channel and a queue with a team of volunteers. The rest follows once the numbers are there.
When an entire production line is shut down on a Monday, it always results in the same outcome that week: lost customers and a team that misses the old system.
Tell us about your set