Every Channel. Every Customer.
Agentic Contact Centre with Dynamics 365.
We implement Dynamics 365 Contact Center for UK businesses — delivering voice, digital channels, AI-powered self-service, intelligent routing and real-time supervisor analytics in one connected cloud platform.
The agentic contact centre built for modern customer engagement
Dynamics 365 Contact Center is Microsoft's cloud-native, AI-powered contact centre solution — delivering omnichannel voice, chat, SMS, email and social engagement from a single unified desktop, built on Azure Communication Services.
At MS Dynamics Consulting we design and implement Dynamics 365 Contact Center for UK businesses — from straightforward digital channel deployments to full telephony migrations with AI self-service bots, intelligent routing and Copilot-powered agent assist.
- Works alongside any CRM — Dynamics 365, Salesforce, ServiceNow and more
- UK-based certified Dynamics 365 consultants
- Telephony migration expertise — on-premises to cloud
What Dynamics 365 Contact Center can do
Intelligence, automation and efficiency across every channel — configured for your contact centre by our UK team.
Voice Channel
Cloud PSTN calling via Azure Communication Services with inbound and outbound calling, IVR, call recording, transcription and real-time Copilot assist for agents. Supports bring-your-own-telephony (BYOT) via direct routing and certified SBC integrations to preserve existing contracts.
Digital Channels
Engage customers across live chat, SMS, WhatsApp, Facebook Messenger, Twitter/X and custom web and mobile channels — all routed, managed and reported from the same unified agent desktop as voice interactions.
AI Self-Service Bots
Context-aware, generative AI-powered bots built on Microsoft Copilot Studio handle routine enquiries, order status, account queries and more — deflecting call volume, reducing cost-per-contact and escalating seamlessly to live agents when needed.
Intelligent Unified Routing
AI-based routing classifies every incoming work item by intent, sentiment, language and customer value, then assigns it to the best-suited agent or queue across all channels — maximising first-contact resolution and minimising handle time.
Unified Agent Desktop
Agents manage voice, chat, email and social interactions from one interface — with 360-degree customer context from the connected CRM, Copilot-suggested responses, knowledge article surfacing, real-time translation and sentiment indicators all visible without switching applications.
Real-Time Supervisor Analytics
Live dashboards give supervisors full visibility of queue depths, agent availability, handle times, CSAT scores, sentiment trends and SLA compliance — with alerts for escalating situations and the ability to barge, whisper or monitor any active interaction.
Real-Time Translation & Transcription
Break language barriers with real-time message translation across digital channels and automatic call transcription — enabling agents to support international customers confidently while providing supervisors with searchable, analysable interaction records.
Customer Sentiment & Surveys
Continuous sentiment analysis during every interaction alerts supervisors to at-risk conversations in real time. Automated post-interaction surveys capture CSAT and NPS scores, feeding conversation intelligence dashboards that identify systemic improvement opportunities.
CRM & System Integrations
Native integration with Dynamics 365 Customer Service and Sales. Connectors for Salesforce, ServiceNow, SAP and other CRMs via published APIs. Custom Power Automate flows and Azure Functions connect Contact Center to your back-office systems — ERP, billing, field service and logistics.
Agentic contact centre — powered by Microsoft AI
Dynamics 365 Contact Center includes a suite of AI agents that work autonomously to improve containment, agent productivity, knowledge quality and service consistency — without replacing your team.
We configure and activate the right combination of AI capabilities for your contact centre as part of every implementation — with measurable impact on first-contact resolution, handle time and CSAT from day one.
Ask us about AI for your contact centreCopilot for Service
Boosts agent productivity with AI-suggested responses, real-time conversation summaries, knowledge article recommendations and a universal knowledge chat interface — all surfaced within the agent desktop without switching applications.
Case Management Agent
Automates the full case lifecycle — creation, classification, assignment, resolution and closure — reducing manual workload on agents and ensuring consistent process adherence across every interaction, at scale.
Customer Intent Agent
Mines real customer conversations to discover and map intents across all channels — enabling evergreen self-service bots and smarter routing rules that evolve continuously with your customers' actual language and needs.
Quality Evaluation Agent
Monitors and scores every agent and bot interaction automatically — flagging coaching opportunities, identifying compliance risks and surfacing quality trends across the entire contact centre operation without manual call sampling.
How we deliver your Dynamics 365 Contact Center project
Discovery & Channel Design
We audit your current telephony estate, digital channels, routing logic and CRM integrations — mapping the as-is state and designing a future-state contact centre architecture before any configuration begins.
Routing & Queue Configuration
We configure unified routing rules, queues, skills-based assignment, overflow and escalation logic — ensuring every contact is handled by the right agent at the right time across voice and digital channels.
Telephony & Channel Setup
Voice channel provisioning via Azure Communication Services or BYOT integration, IVR design, number porting, plus setup of all digital channels — chat, SMS, WhatsApp and social — tested end-to-end before go-live.
Bot & AI Configuration
Design and build of self-service bot scenarios using Copilot Studio — covering your top contact drivers — with intent mapping, knowledge base integration, escalation paths and post-deployment tuning to optimise containment rates.
Training, Go-Live & Hypercare
Role-based training for agents, supervisors and administrators. Supported cutover with our UK team on hand, followed by a structured hypercare period to resolve any post-launch issues and optimise routing performance quickly.
Dynamics 365 Contact Center pricing
Microsoft licensing prices shown. We advise on the right option and can bundle licensing with implementation services.
Contact Center Digital Only
£65.80
user/month, paid yearly (excl. VAT)
Omnichannel digital engagement across chat, SMS, email, WhatsApp and social — without the voice channel. Includes unified routing, Copilot for Service and AI bots.
- Live chat, SMS & social
- Intelligent unified routing
- Copilot for Service
- AI self-service bots
Contact Center Voice & Digital
£91.50
user/month, paid yearly (excl. VAT)
Full omnichannel contact centre with voice (Azure Communication Services or BYOT), all digital channels, intelligent routing, Copilot, AI bots and supervisor analytics.
- Everything in Digital Only
- Voice channel (PSTN / BYOT)
- Call recording & transcription
- Real-time supervisor dashboard
- Conversation intelligence
Customer Service Premium
£149.90
user/month, paid yearly (excl. VAT)
Combines Dynamics 365 Customer Service Enterprise with full Contact Center (voice & digital) — the integrated agentic CRM service and contact centre solution in a single licence.
- Full Contact Center (voice & digital)
- Customer Service Enterprise CRM
- Case management & SLAs
- Knowledge management
- All AI agents & Copilot
* Prices are Microsoft's published UK prices and are subject to change. Contact us for a tailored quote including implementation services.
Why UK businesses choose MS Dynamics Consulting
for their Dynamics 365 Contact Center implementation
Microsoft Certified
Our consultants hold Microsoft Dynamics 365 certifications and stay current with every Contact Center and Azure Communication Services release.
Telephony Migration Experts
We have deep experience migrating on-premises PBX and legacy contact centre platforms — Avaya, Cisco, Genesys, NICE, Mitel — to Dynamics 365 Contact Center in the cloud.
End-to-End Delivery
From channel design and routing architecture through bot development, telephony setup, training and post-go-live managed support — we handle the full project lifecycle.
UK-Based Team
UK-based consultants who understand UK telephony regulations, GDPR call recording obligations and the specific operational needs of UK contact centres.
Frequently asked questions
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Contact Center works best alongside the wider Dynamics 365 service suite.
Scroll each panel to explore our Dynamics 365 Contact Center expertise in depth.
Core Contact Centre Capabilities
Voice Channel
Cloud PSTN calling via Azure Communication Services with inbound and outbound support, configurable IVR menus, call queuing, hold music, callback options, call recording and real-time transcription. Supports bring-your-own-telephony (BYOT) via direct routing and certified SBC partners — allowing organisations to retain existing carrier contracts and number ranges while upgrading to the Dynamics 365 agent desktop and AI capabilities.
Omnichannel Digital Engagement
Engage customers across live chat (embeddable widget), SMS, email, WhatsApp Business, Facebook Messenger, Twitter/X Direct Messages and custom web and mobile channels — all managed from the same unified agent desktop as voice. Full conversation history, CRM context and Copilot assistance available on every channel interaction.
Intelligent Unified Routing
AI-based routing engine classifies every incoming work item by intent, sentiment, language, customer tier and urgency — then assigns it to the best-suited agent, team or queue. Supports round-robin, most-idle, skills-based and priority-based assignment strategies with full overflow and escalation configuration across all channels simultaneously.
AI Self-Service Bots
Generative AI-powered conversational bots built on Microsoft Copilot Studio handle account queries, order status, FAQs, appointment booking and common service requests — integrated directly with your CRM and back-office systems. Intent mapping from real customer conversations ensures bot scenarios remain evergreen and continuously improve containment rates without manual maintenance overhead.
Dynamics 365 Contact Center UK omnichannel contact centre UK cloud contact centre UK voice channel Dynamics 365 intelligent routing contact centreAI, Copilot & Analytics
Copilot for Service
Real-time AI assistance embedded in the agent desktop — generating conversation summaries, suggesting knowledge articles and response drafts, providing competitor battlecards and surfacing customer history. Reduces average handle time, improves first-contact resolution and accelerates onboarding for new agents by providing expert-level guidance on every interaction.
Real-Time Sentiment Analysis
Continuous sentiment scoring across all active interactions — visible to agents as contextual cues and to supervisors as colour-coded dashboards. Automated alerts flag interactions where customer sentiment is deteriorating, enabling supervisors to intervene, whisper-coach or barge before a complaint escalates. Post-interaction sentiment trends feed conversation intelligence reporting for systemic improvement.
Supervisor Analytics & Dashboards
Live supervisor dashboards show queue depths, agent availability, handle times, abandonment rates, SLA compliance, sentiment scores and CSAT trends — all in real time. Supervisors can monitor, whisper, barge or transfer any active interaction. Historical analytics include contact volume forecasting, agent performance scorecards, wrap code analysis and custom Power BI reporting.
Conversation Intelligence
Call recordings, transcriptions and chat logs are automatically analysed for topics, sentiment, competitor mentions, compliance keywords and coaching opportunities. The Quality Evaluation Agent scores interactions automatically against configurable rubrics — eliminating manual call sampling and providing coverage across 100% of interactions rather than a statistical sample.
Copilot contact centre UK AI contact centre UK sentiment analysis contact centre contact centre analytics UK conversation intelligence Dynamics 365Implementation & Support
Telephony Migration
We migrate on-premises PBX and legacy contact centre platforms — including Avaya, Cisco UCCX/UCCE, Genesys, NICE inContact, Mitel, 8x8 and bespoke systems — to Dynamics 365 Contact Center in the cloud. Our migration process covers number porting, IVR redesign, agent desk retraining and parallel-run periods to ensure continuity of operations throughout the transition.
CRM Integration
Native Dynamics 365 Customer Service and Sales integration for screen-pop, case creation, contact matching and activity logging on every interaction. Custom connector development for Salesforce, ServiceNow, SAP, Zendesk and bespoke CRM or ERP systems — ensuring agents have complete customer context on every channel regardless of the underlying CRM platform.
Bot Development & Tuning
End-to-end Copilot Studio bot design covering intent mapping from your contact driver analysis, knowledge base integration, system API connections (CRM, ERP, billing), fallback and escalation paths, and post-deployment containment rate optimisation. We iterate bot performance based on real conversation data in the weeks following go-live to maximise deflection rates.
Managed Support
Flexible post-go-live retainers covering break-fix, routing changes, number management, new channel onboarding, bot scenario additions, release wave update testing and supervisor training. UK-based team with defined response SLAs aligned to contact centre operating hours — Mon–Fri 09:00–18:00 GMT as standard, extended hours available.
Dynamics 365 Contact Center implementation UK contact centre migration UK Avaya to Dynamics 365 Genesys to Dynamics 365 D365 Contact Center support UKReady to simplify your operations?
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