Dynamics 365 Contact Centre_

Deliver intelligence, automation and efficiency with an AI-enabled, CRM-connected contact that improves customer relationships. 

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What is Dynamics 365 Contact Centre? 

Dynamics 365 Contact Centre is Microsoft’s cloud-based contact solution built to work seamlessly with your existing customer relationship management (CRM) solution. It improves the experience for both agents and customers. 

Contact Centre is an AI-enabled solution that allows organisations to manage customer interactions with intelligence, automation and efficiency across multiple channels, whilst improving customer satisfaction. 

Key features of Dynamics 365 Contact Centre include intelligent routing, which automatically directs incoming calls or messages to the most appropriate agent based on various factors such as skills, availability and customer preferences. 

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Why use Dynamics 365 Contact Centre? 

Dynamics 365 Contact Centre streamline and automate customer interactions, reducing the time agents spend on routine tasks and allowing them to focus on more complex issues. The platform’s intelligent routing feature ensures that customers are connected to the most suitable agent, leading to quicker resolution times and increased customer satisfaction. 

The platform’s real-time analytics and reporting capabilities provide valuable insights into customer behaviour, allowing businesses to identify trends, measure performance and make data-driven decisions to improve their customer service strategies. 

Dynamics 365 Contact Centre can also help businesses enhance their agent productivity and engagement. The platform’s coaching and training tools enable your customer service teams to improve the skills and knowledge needed for exceptional service. 

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What are the benefits of Contact Centre? 

Improve customer satisfaction: Provides a more personal and efficient customer experience, leading to higher satisfaction rates 

Increase productivity: Automate routine tasks, allowing agents to focus on more complex issues and resolve them faster 

Enhance efficiency: Intelligent routing, real-time analytics and reporting capabilities help businesses optimise their customer service operations 

Centralised customer view: Integrate with other Dynamics 365 applications to gain a comprehensive view of interactions across all channels 

Data-driven decision making: Real-time analytics and reporting enable businesses to make informed decisions based on customer behaviour data 

Enhance agent training: Coaching and training tools help businesses develop their customer service teams and ensure consistent delivery of high-quality service 

Improve customer loyalty: Providing exceptional customer experiences to build stronger relationships with their customers and increase loyalty 

Scalability and flexibility: Adapt to the changing needs of a business, making it suitable for organisations of all sizes 

What Infinity Group do to deploy_

As experienced Dynamics 365 Partners, we’ve worked with countless businesses across industries and sizes to deploy bespoke platforms. We also have an extensive history as a telephony and business communications provider, meaning we know the challenges of creating a high-performing contact centre intrinsically. Using this expertise, we can deploy your Dynamics 365 Contact Centre platform in a way that eases the transition and delivers fast ROI, as part of a phased build, migration and testing roadmap.  

We have strong relationships with Microsoft, including exclusive Inner Circle membership, giving us access to the latest announcements and updates. This allows you to stay on top of innovation and get greater rewards from your solution, while moving faster than your competition. 

Finally, we can also extend the functionality of D365 Contact Centre and address your greater needs. Using leading Microsoft tools, such as Copilot and Power Platform, we’ll empower you to pivot faster when needed and achieve more. This will always be guided by careful alignment to your existing processes and goals, ensuring our work adds genuine value for better ROI. 

Contact Centre key features_

Intelligent routing: Automatically direct incoming calls or messages to the best agent based on factors such as skills, availability and customer preferences 

Real-time analytics: Gain insights into customer behaviour and identifies areas for improvement through real-time data analysis and reporting 

Integration with Dynamics 365 Customer Service: Gain a unified view of customer information and interactions across diverse channels 

Agent coaching and training tools: Enables businesses to develop their customer service teams and ensure consistent delivery of high-quality service 

Dynamics 365 Contact Centre FAQs_

How much does Dynamics 365 Contact Centre cost?

Dynamics 365 Contact Centre alone costs £90.40 per user, per month. Microsoft also offer a Dynamics 365 Customer Service Premium, which includes Contact Centre and CRM, from £160.30 per user, per month. 

What businesses can use Dynamics 365 Contact Centre?

Dynamics 365 Contact Centre is a versatile platform that can be used by businesses of all sizes, from small startups to large enterprises. 

Thanks to its customisation options, flexibility and easy to use features, it can suit organisations across industries and sizes. 

How does Dynamics 365 Contact Centre integrate with AI?

Dynamics 365 Contact Center leverages artificial intelligence (AI) to enhance its capabilities and provide a more advanced customer service experience. Here are some key ways AI is integrated into the platform: 

  • Intelligent Routing: AI algorithms can analyse customer data and historical interactions to determine the most appropriate agent for handling a specific inquiry. This ensures that customers are connected with agents who have the necessary skills and knowledge to address their needs efficiently. 
  • Natural Language Processing (NLP): AI-powered NLP capabilities enable the platform to understand and respond to customer inquiries in natural language. This allows for more conversational and human-like interactions, improving customer satisfaction. 
  • Sentiment Analysis: AI can analyse customer interactions to identify sentiment and emotions. This helps businesses understand customer satisfaction levels and identify potential issues that need to be addressed. 
  • Predictive Analytics: AI can use historical data to predict future trends and behaviours, allowing businesses to proactively address potential customer needs and improve their customer service strategies. 
  • Bot Integration: AI-powered chatbots can be integrated into Dynamics 365 Contact Centre to handle routine inquiries and provide self-service options for customers. This frees up human agents to focus on more complex issues. 
  • Agent Assistance: AI can provide agents with real-time suggestions and recommendations based on customer data and historical interactions. This helps agents provide more accurate and efficient responses to customer inquiries. 

What is the difference between Dynamics 365 Customer Service and Dynamics 365 Contact Centre?

While both platforms are designed to improve customer service, Dynamics 365 Contact Centre is specifically tailored for organisations with high-volume contact centres. It offers more advanced features like intelligent routing, real-time analytics and agent coaching tools. 

Can Dynamics 365 Contact Centre be integrated with other Microsoft products?

Yes, Dynamics 365 Contact Centre seamlessly integrates with other Microsoft products like Dynamics 365 Sales, Dynamics 365 Marketing and Microsoft Teams. This integration allows for a unified view of customer information and interactions across different departments. 

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