2 modules
Sales, patient care, and service all in one solution.
AI Contact Center & Voice
AI Contact Center & Voice It integrates voice agents, voicebots, call routing, and call analytics with CRM and telephony systems. We help automate customer interactions, handle higher call volumes, and provide agents with the full context of the conversation.
These implementations demonstrate improvements in NPS, FCR, and uptime.
31%
More solutions 1. Contact us
20%
fewer missed routes
12%
shorter chat time
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The Challenge
Customers wait when channels, phone service, and expertise operate separately
The channels operate separately
Distributed systems make it difficult to identify customers, convey context, and assign the appropriate agent, thereby increasing the number of transfers and the cost per contact.
Queues Without Warning
The lack of a shared view of the call load delays supervisors’ response, which leads to longer wait times, more abandoned calls, and higher service costs.
The job continues after the interview
Consultants create notes and summaries manually, which extends the time required for follow-up work, limits throughput, and increases the risk of gaps in the history.
Quality Assessed After the Fact
Supervisors review only a small sample of calls, so issues related to knowledge, routing, and service standards are not detected until they are escalated.
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How It Works
From Identifying Objectives to Finding Solutions and Continuous Improvement
AI helps understand the purpose of the interaction, resolve a simple issue, or forward it to the right person. The context is captured as the conversation progresses, and the outcome feeds into the analysis.
01
Identify the intention
A call or message is linked to the customer's context, language, and the purpose of the contact.
02
Resolve or forward
Self-service performs guided steps, or the routing system selects the appropriate queue and expertise.
03
Support a consultant
The agent receives the background information, summary, and knowledge needed to conduct the conversation.
04
Measure and Improve
Metrics on wait times, calls, AI, and quality indicate where to make changes to the process or staffing.
THE LOOP CLOSES WITH DATA
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Pillars
Two Pillars: Intelligent Conversations and Contact Center Operations Management
AI Voice and Self-Service Without a "Blind" IVR
A conversation can combine natural language with controlled rules, integrations, and a seamless handoff to a human.
Natural Target Recognition
The customer describes their needs in their own words instead of navigating through a long menu.
Context between stages
The intent and the steps taken are transferred from the AI to the consultant.
Controlled Activities
The process combines AI reasoning with rules that require predictability.
A Gradual Escalation
A difficult or risky case is assigned to a person along with a summary.
Agent, supervisor, and a single service context
The consultant works with the customer's history, while the supervisor can view queues, quality metrics, and the reasons behind the results all in one view.
The full context of the client
Your profile, cases, and previous contacts are available during the call.
Less work after contact
Copilot prepares a summary and next steps for review.
Routing as needed
The case is placed in the queue based on intent, skill, and availability.
Quality Based on Conversations
Analytics helps identify patterns, risks, and knowledge gaps.
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Photos
See how it works
What Is " AI Contact Center & Voice " in the Microsoft Ecosystem?
This solution is based on Dynamics 365 Contact Center, Copilot, Copilot Studio , and telephony services, and integrates voice, digital channels, self-service, and agent interactions.
Smart Routing
It shortens the customer's path to the queue and to the person with the appropriate expertise.
AI Voice and Customer Assist Agent
It supports natural conversation and handles specific self-service scenarios.
Copilot for Consultants
It summarizes the interaction and provides the information needed to resolve the issue.
Analytics and Quality Control
It shows queues, call quality, and areas where process improvements are needed.
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Take a look inside
Where does AI Contact Center & Voice offer the most value?
The greatest impact is achieved when there is a high volume of interactions, multiple channels, recurring customer intent, and a need for fast and consistent service.
Customer Service and After-Sales Service
Voice AI, routing, and Copilot reduce the time it takes to handle requests, complaints, service outages, payments, and questions about service delivery.
Sales, Reservations, and Outbound Contact
Teams are able to assess needs more quickly, process reservations, return calls, and maintain proactive, structured communication.
24-hour and on-demand services
Banking, energy, transportation, and emergency aid are gaining continuity, a conversation trail, and controlled handoffs to people.
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What We Optimize
What results have companies using Dynamics 365 Contact Center achieved?
550 hours per month
time saved on summaries
20%
shorter average handling time
15%
increase in agent productivity
10 min per call
time saved on documentation
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FOR WHOM
For which organizations is AI Contact Center & Voice a good fit?
- A high call volume leads to queues, abandoned calls, and excessive post-call processing time.
- Phone, chat, email, and CRM operate separately, which means the customer has to repeat information, and the agent has to switch between systems.
- The company needs round-the-clock or seasonal service and is able to identify the processes that AI cannot perform without human intervention.
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How We Implement
How We Implement AI Contact Center & Voice : From Initial Discussion to Measurable Results
Audit of Contacts and Telephony
We analyze call intent, call volume, queues, AHT, FCR, IVR, agents, integrations, risks, and recording requirements.
Channel Pilot and AI
We configure routing, voice, self-service, and the agent workstation, and then test scenarios and escalations.
Migration and Optimization
We're moving more queues, training teams, and developing AI based on quality, cost, and service performance.
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Numbers, not slides
What Works for Customers Who Have Placed Their Trust in Us
End-to-end projects across various industries. The same Microsoft tools, different results—because each of our clients’ businesses is unique.
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20–30%
Less time spent searching for information every day.
–40%
Less time needed to verify customer data in public records.
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2× faster
Operations and processes completed in half the previous time.
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They've placed their trust in us
“
Documentation used to take up a lot of time. Now we can prepare it much faster. Customer data is available immediately, and internal communication has never been smoother.
”
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