MICROSOFT DYNAMICS 365 CONTACT CENTER
Dynamics 365 Contact Center, built around your customer conversations.
When voice, digital channels, and customer information operate separately, delivering consistent service becomes difficult.
PrenticeWorx helps you bring conversations, routing, and agent workflows together with Dynamics 365 Contact Center. Build around your existing CRM and the way your team serves customers.
What’s making your contact center harder to manage?
Contact centers depend on more than answering calls. Representatives, supervisors, channels, and customer information all need to work together.
Conversations are disconnected across channels
When phone calls, messages, and customer information live in separate systems, representatives may spend too much time switching tools or asking customers to repeat information.
Customers aren’t reaching the right people
Ineffective routing, unclear escalation paths, and poorly designed self-service experiences can create unnecessary transfers and delays.
Supervisors lack the visibility they need
Without consistent information about contact volumes, queues, representative activity, and service performance, identifying operational problems becomes difficult.
BUILT FOR THE PEOPLE HAVING THE CONVERSATION
Build a contact center that works from end to end.
Bringing voice and digital channels together is only part of the challenge. Your routing rules, customer information, agent workflows, and reporting need to support the way your operation actually runs.
Connect the channels your customers use
Bring supported voice and digital channels into a coordinated contact center environment. Consider your existing phone infrastructure, channel requirements, service hours, and the experience customers should have when they reach out.
Get routing and escalation right
Define how incoming conversations should be classified, prioritized, and assigned. Establish routing rules based on your team’s responsibilities, available skills, and service requirements.
Give representatives the right information
Connect relevant customer information and knowledge to your representatives’ workflows. Reduce unnecessary system switching and establish clear processes for collaboration, transfers, and escalations.
Give supervisors operational visibility
Monitor contact volumes, queue activity, representative performance, and service trends. Use consistent reporting to identify bottlenecks, evaluate staffing requirements, and make informed operational decisions.
THE PRENTICEWORX APPROACH
A better contact center starts with understanding your operation.
Before configuring channels and routing rules, we examine how your contact center works.
What happens when customers call? Which requests need specialized representatives? When should customers have self-service options? How do conversations connect to your CRM? What happens when an issue needs to be escalated?
Understanding these details helps us determine how Dynamics 365 Contact Center should support your people, technology, and service objectives.
The right technology starts with the right operational decisions.
AI + COPILOT IN DYNAMICS 365 CONTACT CENTER
Help representatives focus on the conversation.
Copilot capabilities can help representatives understand customer interactions, access relevant information, and prepare responses. The right implementation depends on your existing systems, available features, and service workflows.
Understand conversations faster
Use supported Copilot functionality to summarize customer conversations and review important context. Help representatives understand what’s happened before deciding what to do next.
Find relevant information
Give representatives AI-assisted access to configured knowledge sources. Help them locate useful information without repeatedly searching through different systems.
Prepare responses with AI assistance
Use supported Copilot capabilities to help draft contextual responses. Representatives remain responsible for reviewing information and deciding how to respond.
Start with the people and processes behind your AI.
Before expanding automation, establish reliable knowledge, appropriate permissions, and clear responsibilities for customer interactions. Evaluate AI capabilities against your organization’s actual service requirements.
FROM AI ASSISTANCE TO AI-POWERED SERVICE
AI that helps every conversation go further.
Copilot
Helps your agents work
Summarize conversations, find information, draft responses, and assist agents during customer interactions.
Agents
Help move service forward
Use AI-driven capabilities to support customer interactions, service workflows, and repetitive work.
Custom AI
Built around your contact center
Extend Dynamics 365 with Microsoft’s AI ecosystem to create workflows around your customers, agents, channels, and processes.
HOW PRENTICEWORX HELPS
A contact center built around the people using it.
Your contact center connects customers with the people responsible for helping them. Making those interactions work requires the right combination of technology, operational processes, and reliable information.
PrenticeWorx combines hands-on business experience with Microsoft expertise to help you build and improve your contact center environment.
New implementation
Define your channel requirements, existing telephony environment, routing needs, and integration priorities. Build a Dynamics 365 Contact Center implementation around your service processes and the people responsible for delivering them.
Optimize your existing contact center
Review your current routing configuration, representative workflows, channels, automation, and reporting. Identify where your technology or processes may be creating unnecessary friction.
Integrations & custom development
Connect your contact center with the CRM and supporting systems your representatives need. Evaluate Microsoft’s supported integration options alongside third-party components and customization requirements.
Project recovery
When an existing project isn’t delivering the expected functionality, start by examining the underlying problems. Review the environment, establish priorities, and develop a practical path toward a more effective implementation.
THE BUSINESS CASE
What’s the potential impact of a more connected contact center?
A Microsoft-commissioned Forrester study projected significant potential value from combining Dynamics 365 Contact Center with Teams Phone, including reduced technology costs, simpler management, and improved contact center performance.
100-345%
Projected ROI over three years
$1.6M-$3.5M
Projected total benefits over three years
$792K–$2.7M
Projected net present value
Source: Forrester Consulting, New Technology: The Projected Total Economic Impact of Microsoft Dynamics 365 Contact Center With Teams Phone Extensibility, commissioned by Microsoft, 2025.
Results are projected over three years for a composite organization based on interviewed customers and survey respondents.
Dynamics 365 Contact Center pricing & licensing
Choosing the right contact center license depends on your existing CRM, communication channels, service requirements, and integration needs.
Compare Microsoft’s licensing options below. PrenticeWorx can help you evaluate the requirements for your environment.
Contact Center
w/Annual Commitment & Upfront Payment
Customer Service Premium
w/Annual Commitment & Upfront Payment
Frequently Asked Questions
Dynamics 365 Contact Center is Microsoft’s cloud-based contact center platform for managing customer conversations across supported voice and digital channels. It provides intelligent routing, representative workspaces, AI assistance, and operational reporting.
Dynamics 365 Contact Center focuses on managing customer conversations, communication channels, routing, and contact center operations.
Dynamics 365 Customer Service provides CRM-based service management, including customer cases, knowledge, and service processes. The products can work together, and Customer Service Premium offers an integrated solution.
Not necessarily. Dynamics 365 Contact Center can integrate with supported Microsoft and non-Microsoft CRM environments.
Your existing applications, data requirements, and integration architecture will determine the appropriate implementation approach.
Dynamics 365 Contact Center supports voice and digital engagement, including live chat, SMS, and supported social messaging channels.
Available channels and functionality depend on your licensing, regional availability, and configuration.
Unified routing can help classify, prioritize, and assign incoming conversations using configurable rules and supported AI capabilities.
Routing can account for factors such as representative skills, availability, and service priorities. Your organization’s processes determine how those rules should be configured.
Depending on your environment, Microsoft provides options involving Azure Communication Services, supported telephony configurations, and Teams Phone extensibility.
Your existing carrier, phone numbers, geographic requirements, and infrastructure should be reviewed before choosing an approach.
Dynamics 365 Contact Center includes supported AI-assisted capabilities for customer interactions and representative workflows.
Feature availability depends on the selected product, deployment experience, configuration, and applicable licensing. Some autonomous AI agent capabilities involve additional licensing or consumption costs.
PrenticeWorx offers implementation and optimization services. Reviewing your current routing, channels, integrations, representative workflows, and reporting can help identify operational problems and prioritize improvements.
Implementation timelines depend on your communication channels, existing telephony infrastructure, integrations, routing requirements, data migration, and organizational complexity.
An initial assessment helps establish the appropriate scope, implementation phases, and realistic timeline.
Contact center performance should be reviewed as operations evolve. Priorities may include monitoring queues and routing, refining representative workflows, reviewing service performance, and evaluating additional automation.
Confirm your ongoing support and optimization requirements when planning the implementation.
READY TO MOVE FORWARD?
Build a contact center around better customer conversations.
Whether you’re modernizing your contact center or connecting existing systems, start with a conversation about your channels, customer experience, and operational requirements.
Talk with PrenticeWorx about your current challenges and what needs to happen next.