Dynamics 365 Contact Center
Your service desk deserves better than three screens and an ageing PBX. With D365 Contact Center, agents handle voice, web chat and WhatsApp in one workspace — with AI triage, a knowledge base and a full 360° customer view.
Omnichannel
Every channel, one conversation
Customers choose their channel; your team sees one timeline. Every interaction — called, chatted or messaged — comes together in the customer view, including what the menu or AI agent already handled.
Voice gets priority where it should, routing follows skills and levels, and exceptions such as holidays or team meetings are managed by your own team through a simple list — no vendor ticket.
- Voice, web chat & WhatsApp handled centrally, expandable in phases.
- Smart routing: number recognition, priority routes for chain partners, skills-based assignment.
- Callback with queue position retained — callers don't have to stay on the line.
- After-hours backup arranged seamlessly for urgent notifications.
AI-first, human where it counts
Resolve what can be resolved, transfer what must be
A conversational AI agent handles common questions based on your knowledge base. Whatever AI cannot resolve goes to an agent with full context — never a customer starting over.
Conversational menus
"How can I help you?" instead of "press 1". The AI recognizes intent and routes directly — or resolves the question itself.
Knowledge base as the engine
One managed knowledge source powers the AI agent on every channel and supports agents during the conversation. Answers stay consistent.
Boundaries you define
Which questions may AI resolve autonomously? When to escalate? Which tone of voice? Everything is explicitly designed and captured in the Blueprint.
Integrations & insight
Connected to your processes
A contact center never stands alone. We connect your CRM and line-of-business applications, and set up reporting you can actually steer on.
Think repair requests automatically routed to the right chain partner based on property data, alarm buttons that get priority, or WFM data for your planning.
Privacy by design
GDPR arranged before go-live, not after
Recordings, transcripts, AI summaries and sentiment analysis are choices — not defaults. Every Voicinity implementation includes a DPIA that captures those choices explicitly.
- Legal grounds and purpose limitation documented per processing activity.
- Retention periods and automatic deletion configured.
- Announcements and data subject rights arranged per channel.
- Admin matrix: who may change, view and export what.
Frequently asked questions
D365 Contact Center in practice
Which channels does Dynamics 365 Contact Center support?
Voice calls, web chat and WhatsApp are handled centrally in one workspace. Channels can be added in phases: many organizations start with voice and web chat and expand later with WhatsApp and further AI functionality.
Can AI handle conversations autonomously?
Yes. A conversational AI agent handles common questions based on your knowledge base and recognizes intent. Whatever the AI cannot resolve is handed to an agent with full context. You decide the boundary between AI and human — and we capture it in the design.
What about privacy, recordings and the GDPR?
Recordings, transcripts, AI summaries and sentiment analysis are choices, not defaults. Every implementation includes a DPIA that documents legal grounds, retention periods, announcements and data subject rights before go-live.
Does the contact center integrate with our CRM or ERP?
Yes. D365 Contact Center connects to CRM systems and line-of-business applications, so agents immediately see the right customer view and routing gets smarter — for example, repair requests automatically routed to the right chain partner based on property data.
What will our agents notice about the transition?
We decide that together. In a migration, the existing way of working can be adopted almost one-to-one, after which optimizations such as AI and extra channels follow in phases. Agents validate the solution in the Demonstrate phase, before the rollout.
Do we also need Teams Calling for this?
Voice in D365 Contact Center is typically delivered through the Teams telephony layer. Many organizations combine both: Teams Calling for the back office, D365 Contact Center for the service desk — with one number plan and one PSTN connection. We design that combination as a single whole.
Your service desk, future-ready
Explore what D365 Contact Center means for your customer team
Book a call and get an honest view of the possibilities, the licensing and the migration path from your current platform.
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