Microsoft Dynamics 365 Contact Centre Solution
Improve your customer service experience with new Contact Centre technology from Microsoft and HSO.
A customer gets in touch. Whether it's via your website, an email, phone call, or WhatsApp, how do you then manage each response? Is yours a seamless step-by-step process that feels consistent regardless of medium? Or is it a bit of a jumble?
Create a seamless Contact Centre experience
You could be making do with stand-alone systems. Something as basic as spreadsheets. Or a muddle of things. Either way, they only serve to make your life harder – and the customer more frustrated. What you need is a highly-configurable system connected to all parts of your organisation, designed to:
HSO’s digital Contact Centre solution, powered by Microsoft Dynamics 365 and AI technologies, gives you a platform from which to deliver smarter, more efficient, and personalised customer experiences across many channels.
This matters because your customers expect seamless interactions regardless of the contact channel they use. And it’s difficult to keep pace with rising customer demands if your existing Contact Centre technologies and processes are not fit for purpose.
Your perfect Contact Centre solution
Dynamics 365 Contact Centre is built with your customers in mind and is the solution everyone's in desperate need of. Created by taking the best elements of the previous Voice and Digital Messaging channel add-ins for Dynamics 365 Customer Service and making them available in a standalone Contact Centre solution. Then enhanced with Microsoft Copilot and conversational IVR (Interactive Voice Response), advanced features that elevate both customer and agent experience.
The HSO Contact Centre solution makes improving, updating, and enhancing your customer service experience easy. It does this by adapting to the incoming customer enquiry. This means when staff respond, it’s seamless regardless of method. This makes processing contact interactions faster, smarter, and more personalised. The solution is designed to handle increasing customer demands without increasing workload burden or impacting agent performance.
The Dynamics 365 Contact Centre platform uses the latest advancements in AI, automation, and omnichannel communication. The platform fully integrates with Microsoft Dynamics CE, enabling seamless customer interactions across voice, email, chat, social media, SMS, and WhatsApp.
Key features of Dynamics 365 Contact Centre
Seamlessly handle customer interactions across voice, chat, email, social media and more.
Benefit from intelligent routing, virtual agents, real-time agent assistance, and predictive analytics.
Agents can access everything they need from one interface, improving performance and customer interactions.
Stay on top of Contact Centre performance with real-time data and agent interaction metrics.
Adapt to growing service demands while maintaining 99.99% uptime.
Integration with your existing business tools
Dynamics 365 Contact Centre integrates seamlessly with existing CRM platforms like Microsoft Dynamics Customer Service and Salesforce, as well as back-office systems. Real-time data synchronisation ensures agents have the most up-to-date customer information, streamlining interactions and reducing repetitive tasks.
The benefits of Dynamics 365 Contact Centre
By providing omnichannel communication, AI-powered interactions, and personalised service, you can significantly improve the experience for your customers. Additionally, streamlined workflows, real-time metrics, and intelligent tools enhance agent productivity. Data-driven insights, automation, and scalability contribute to improved operational efficiency. Ultimately, these benefits lead to reduced costs, increased customer satisfaction, making Dynamics 365 Contact Centre a valuable investment for organisations wanting to improve their contact centre operations.
Customisable Contact Centre solution built for the agent
Designed for simplicity – and with the agents needs in mind - Dynamics 365 Contact Centre is designed as a user-friendly solution. Familiarity with Microsoft products slashes the learning curve meaning agents can get up and running fast.
To make it feel like a seamless part of your existing business systems, and to align with your branding and user experience requirements, HSO will customise your Contact Centre’s interface to conform to your specific style sheet and branding guidelines.
These factors combine to make Dynamics 365 Contact Centre a user-friendly solution that will help you improve customer service and agent productivity.
HSO: your partner in exceptional Contact Centre experiences
HSO is committed to helping you deliver exceptional customer service experiences with innovative technology and expert implementation. We work alongside you to design, deploy, and maintain Dynamics 365 Contact Centre to meet your organisation’s unique needs.
HSOs approach to Contact Centre implementation centre around 10 key principles:
Delivering a Contact Centre solution that provides the best, and most connected, customer experience does, of course, begin with your customer. And then your agents. Oversight here is why some Contact Centre projects fail. And it’s why your choice of partner is so critical.
Ready to deliver the best customer experience?
Your Contact Centre isn’t just a tool—it’s a strategic asset for building lasting customer relationships and driving operational success.
HSO gets this. And with HSO as your trusted Contact Centre partner, you can quickly begin providing customers with a more connected experience.
Your project builds on over 2,500 past successes. We’ve delivered for some 1,200 unique clients – in retail, manufacturing, distribution, professional services, financial services and the public sector.
Dynamics Matters Podcast Ep 121: Introducing Microsoft's new Dynamics 365 contact centre
Recently Microsoft released Dynamics 365 Contact Centre. A solution designed to make it easier for customers to get answers to their questions regardless of the channel they use.
We interviewed HSO's Head of Public Sector, Andrew Clough, to discover more about how it can help give you happy staff and happier customers.
Contact us to schedule a consultation and learn how we can help you achieve your customer service goals with Dynamics 365 Contact Centre.
