- Solutions
Dynamics 365 Contact Center
Core CCaaS Capabilities Configured for Your Existing Systems
Reimagine your customer service methodologies and build better experiences for your clientele. DynaSUM leverages the core capabilities of Dynamics 365 Contact Center to maximize efficiency across every channel.
Omnichannel Routing and CRM Synchronization
We use Dynamics 365 Contact Center to unify voice, SMS, chat, and social platforms to ensure your agent can view the full customer history. Using one skill-based routing engine, we build API handshakes that write routing context, channel history, and transcripts back to your system of record while enabling bidirectional synchronization.
Conversational IVR and Autonomous Self-Service
To help you improve containment and reduce call volume, we build and deploy AI voice agents that interpret caller intent, sharing it with your team in plain language. The agents connect to the backend ERP and order systems to furnish answers to general customer questions, verifying everything with live data.
Copilot Agent Assistant
We configure Copilot to answer and operate as per the approved knowledge base and enforce strict restrictions through Microsoft Entra ID access controls. Copilot drafts responses and summarizes long calls using information your agents review and publish. We ensure Copilot works alongside your agents, reads what they read, and only works based on the permissions granted by agents.
Workspace and CRM Unification
To prevent your agents from spending time they don’t have on toggling between tools, DynaSUM engineers build a single workspace. It shows the interaction history, live customer data, and the next steps suggested by AI. As per your requirements, your third-party CRM still stays the single source of truth, and the workspace reads from it and writes back to it.
Upgrade Legacy Telephonic System
Integrating Microsoft Teams Phone with Dynamics 365 Contact Center, we retire your on-premises telephony infrastructure in phases. Empowered with Copilot analytics and supervisor dashboards, we build an advanced system that gives your leaders a real-time view of queue volume, agent capacity, and service levels.
Engineering Contact Center Migration | From API Architecture to Go-Live
Deploying AI Agents Within Your Security Guardrails
We know all the reasons for Contact Center AI pilots to fail and build your solution around these weak points. When GenAI models hallucinate, loop frustrated callers through the same answer, and when they lack access to real-time order data, the AI pilots fail to respond accurately and on time.
We build a human safety net, empower it with the rules, while ensuring a human is always in control of financial decision-making.
- Refunds, credits, and contract changes route to a human approver.
- Escalation triggers fire on sentiment, repeat contacts, and policy-sensitive intents.
- DynaSum’s managed BPO team monitors AI workflows and steps in when an agent hits a complex exception your in-house team has no capacity to handle.
Based on your requirements and existing systems, we ground Copilot and custom agents within Microsoft Entra ID access controls. AI agents processing orders follow the exact escalation path and approval thresholds we build into your system.
The Financial and Operational Impact of an AI-Driven and Connected Contact Center
Lower Cost Per Resolution
Context-aware AI deflects routine queries before they reach a paid agent, and this fixes 80% of Tier-1 queries. Fixed after-hours staffing converts to a scalable model with our managed overflow teams.
- AI resolves repetitive requests, saving the money you spend on agents.
- Self-service and AI-assisted resolution reduce agent interactions and time consumption.
- Human agents spend more time on complex, high-value, and emotionally sensitive cases.
Unified Agent Workspace
In-house agents only use a single screen to know customers, share updates, and get information. Conversation summaries synchronize back to your CRM automatically.
- Intelligent routing sends every request to the best-suited agent, sorted according to the query.
- Agents recognize customers, understand prior interactions, and continue the conversation on voice, chat, or email without losing context.
- CRM synchronization creates a reliable record of customer issues, resolutions, sentiment, and follow-up actions.
IT Simplification and Storage Control
As you phase out telephonic hardware, we optimize Dataverse storage costs using retention design and capacity forecasting.
- Consolidated Contact Center, CRM, and AI capabilities mean a more manageable cloud architecture.
- Cloud make it easier to add channels, update routing, and deploy AI agents while scaling capacity when needed.
- With storage governance and consumption-based AI monitoring, finance and IT leaders gain better visibility on costs.
How Dynamics 365 Contact Center Fits into Every Industry?
01.
Manufacturing and Supply Chain
DynaSUM delivered Dynamics 365 Contact Center integration connects the solution to your ERP. Taking autonomous action, the AI agent checks live MRP data, confirms shop-floor execution, and updates the distributors.
- Link support conversations to serial numbers and supplier records.
- Protect production uptime with predictive analytics and service signals.
- Improve distributor onboarding and compliance, reducing dependence on planners.
02.
Wholesale and Distribution
We configure the Contact Center to add pricing, rebates, and stock positions for your agent screen. With real-time warehouse bin-level tracking, your agents will preemptively find and prevent blind stockouts and protect margins.
- Improve order-to-cash cash flow by connecting service conversations to invoice, credit, delivery, and dispute data.
- Capture delivery exceptions and substitution approvals while creating an auditable trail.
- Increase partner lifetime value to identify distributors with declining order frequency and rising service contracts.
03.
Professional Services
We configure Dynamics 365 Contact Center to ensure skill-based routing for your VIP clients, ensuring sensitive queries are handled by the right advisory team. While routing, the team also has access to timesheets, billing histories, and more in a single viewable screen for better engagement context.
- Protects project profitability as it connects client conversations to project milestones, scope changes, and unbilled work.
- Maintains a structured record of advice requests, approvals, document exchange, and escalation track.
- Improve resource allocation using demand signals from inbound inquiries and client urgency.
04.
Technology and SaaS
Custom AI agents will handle Tier-1 troubleshooting queries, but when a ticket escalates, the complete interaction transcripts and telemetry synchronize to your bug-tracking and CRM environments.
- Engineers begin with engagement context, and this helps them identify adoption gaps and repeated friction.
- Convert recurring support issues into prioritized and deduplicated product improvement requests.
- Improve expansion readiness by detecting upsell signals and then routing them to a sales or customer success agent.
05.
Retail and eCommerce
We design the architecture that connects all channels, including chat, social, and voice, to your POS and warehouse inventory. Agents we build for your operations automate returns and provide complete inventory visibility, preventing overselling.
- Recover abandoned demand using cart, browse, order, and support history with personalized interactions and nudges.
- Protect marketplace and seller performance while monitoring service issues like late dispatch, inaccurate listings, and returns.
- Transform post-purchase support into proactive lifecycle engagement with product-specific guidance and recommendations.
Why do CIOs and COOs Trust DynaSum for CCaaS Transformation?
Tech and Ops Under One Roof
We build the platform, integrate the CRM, and staff the BPO agents who handle Tier-1 overflow and AI exception monitoring. One contract covers design and day-to-day operation.
CRM-Agnostic Integration
You may run Dynamics 365 natively or rely on Salesforce, ServiceNow, or Zendesk. We build the API bridges and monitor them after launch.
Governed Agentic AI
Copilot works inside your customer service operation. Your knowledge base, data permissions, and Entra ID roles set its boundaries.
Problem-First Approach
We map your call abandonment rates and API bottlenecks first. We then design an architecture that answers a diagnosed operational need.
Transform Customer Experiences with Agentic Contact Center
Powered by Dynamics 365, we build service agents, optimize your existing channels, and help you resolve issues while building long-term loyalty with your customers. Your AI agents and team will access the latest intent, updated context, and knowledge with guidance in real time to solve issues and nurture relationships.
FAQs
1. What is the difference between Dynamics 365 Contact Center and Customer Service Premium?
Dynamics 365 Contact Center is the standalone path adding omnichannel routing, conversational IVR, and Copilot capabilities on top of a third-party CRM. Customer Service Premium is the native path for organizations that run case management inside Dynamics 365.
2. Can Dynamics 365 Contact Center integrate with Salesforce, ServiceNow, or Zendesk?
Yes. We use native connectors, Power Automate, and custom APIs to integrate. Integration carries field mapping, API request limits, and duplicate-record handling; all need design work before launch.
3. How do you prevent Copilot from causing Dataverse storage costs to spike?
We structure your data model first, then set tiered retention policies that archive or purge data on a defined schedule. We forecast capacity against projected interaction volume and monitor consumption after go-live, so you see growth before it triggers a storage purchase.
4. How do we ensure the AI agents provide accurate answers?
We ground every agent in a controlled source of truth. Copilot answers only from approved, indexed knowledge articles, and Entra ID roles define what data each agent can reach.
Still have questions?
We’re happy to help. Reach out to discuss your needs, challenges, and how AI can fit your business.