Contact Centre

Absolutely. You can connect Customer Voice results directly into the Contact Centre so feedback after cases or interactions informs training, process changes and service improvements.

Since it’s cloud-based and integrated with Microsoft Teams, agents and supervisors can work from anywhere whilst maintaining access to the same dashboards, case records and collaboration tools.

Yes. AI features analyse tone, keywords and context across social posts and direct messages, flagging negative sentiment early so you can act before issues escalate.

Intelligent routing, AI-powered triage and automation can handle common queries, freeing agents to focus on complex cases. Dashboards let you scale up capacity quickly when volumes spike.

You should see faster resolution times, improved customer satisfaction, fewer repeated interactions, reduced agent workload, better insights from data, and overall more efficient support operations.

Yes. Whether you’re handling tens or thousands of interactions a day, the platform is designed to scale. As volume grows you can add more channels, features, agents or capacities without rebuilding everything.

Yes. By reducing repetitive tasks, giving agents context, improving the tools they use and enabling collaboration (e.g. via Teams), agents are less frustrated and can provide better support.

Costs depend on how many channels you use, how many agents, how much routing/customisation you need, and what analytics or AI components you turn on. We can give you a clear estimate after discovery.

Common issues include launching too many channels at once without capacity, neglecting agent training, ignoring visibility/dashboards, or failing to set up escalation or feedback loops.

Yes. It’s built with Microsoft security, controls around access, encryption and auditing, so customer data is secure. Also helps you manage what data you collect, how it’s stored and who can see it.

By giving agents tools and context they need, reducing response times, ensuring consistent experiences across channels and using feedback & analytics to identify and fix service pain points.

Continuous Improvement ensures you don’t settle. You track performance, adjust configurations, add or remove channels, tweak routing or AI suggestions, and keep refining the dashboards and automation to deliver better experiences.

First, we’ll do a discovery session to understand your current customer channels, support load, agent roles, escalation processes and what good service means to you. Then we map out a configuration, integrations and rollout plan.

Aside from Copilot, there are features like conversation summarisation, suggested actions, predicted customer issues, automations for follow-ups, and analytics to surface trends and sentiment.

Definitely. You can configure which channels you use, what skills routing you want, what dashboards are critical, what performance metrics matter to you, and how escalation or collaboration works.

Since it integrates natively with other apps and Power Platform, data flows smoothly (e.g. from sales or customer service). That means richer insights, smoother escalations and a unified customer experience.

Through live dashboards and analytics that show channel performance, agent workloads, response times and sentiment. They can rebalance workload and spot bottlenecks in real time.

Yes. It automates case management, categorises and prioritises tasks, and handles routine follow-ups via workflows, freeing agents to focus on more complex or value-adding interactions.

All of them: phone, email, chat, SMS, social media. These are all pulled into one place so the experience is consistent, no matter how a customer reaches out.

Copilot brings real-time prompts, conversation summaries and suggested next steps during or after interactions. That helps agents be more responsive and less burdened by admin.

You’ll see everything: past orders, support history, preferences, interactions across channels. This gives agents context so they can give personalised service, avoid repeated questions and resolve issues faster.

Intelligent routing matches incoming queries to the best-available agent based on skills, availability and customer priority. It reduces wait times, improves first-contact resolution and helps agents work more efficiently.

It’s a unified platform in the Microsoft Tech Stack that brings together all your customer interaction channels (phone, chat, email, social, SMS) into one AI-powered system so agents have full context and tools to deliver excellent support.