Copilot-native CCaaS on Microsoft's AI stack.
Implementation, migration and Copilot-native AI on Microsoft Dynamics 365 Contact Center — with Azure OpenAI, Nuance voice AI, Teams voice, Dataverse and Dynamics 365 CRM as one integrated CCaaS.
Microsoft-first enterprises deserve a Microsoft-native CCaaS partner.
Most CCaaS implementers treat Dynamics 365 CCaaS as another platform. We treat it as one node in the Microsoft AI + collaboration stack — Copilot, Teams, Azure, Nuance, Fabric and Dataverse — designed as a system, not seven products.
- Copilot as the operating modelCopilot for Service is the workflow, not a feature. Rolling out Dynamics 365 CCaaS without a Copilot design leaves the differentiation on the table.
- Voice AI on Azure + NuanceAzure OpenAI, Azure AI Speech and Nuance Mix are how you build differentiated voice containment on Microsoft — the pattern matters more than the model choice.
- Identity, data and securityEntra ID, Purview and Microsoft Sentinel change what a modern CCaaS implementation looks like — governance is native, not bolted on.
- Business-app integrationDynamics 365 Sales, Customer Service, Field Service and Dataverse are the systems of record CX has to flow through.
Full-lifecycle Microsoft Dynamics 365 CCaaS services.
Certified Microsoft engineers across Dynamics 365 Contact Center, Copilot for Service, Azure OpenAI, Azure AI Speech, Nuance, Teams voice and Dataverse.
Contact-center design, IVA design, routing, Dataverse model and channel integration (voice, chat, email, SMS, WhatsApp, Teams).
Migrations from legacy PBX, Avaya, Cisco, Genesys and Amazon Connect — phased rollout with parallel operations and reporting parity.
Deployment, tuning and governance for Copilot inside the agent desktop — knowledge grounding, next-best-action, live translation and after-call summarization.
Voice self-service and virtual agents on Azure AI Speech, Azure OpenAI and Nuance Mix — with in-flow authentication, biometrics and Dataverse-backed transactions.
Voice via Teams, Direct Routing and Operator Connect — aligned to the enterprise dial plan and regulatory requirements.
Unified customer record across Sales, Customer Service, Field Service and Marketing — with real-time interaction context in the agent desktop.
Custom copilots and agents built on Azure AI Foundry and Copilot Studio — embedded in Dynamics 365 CCaaS and Teams.
24×7 platform, Copilot and knowledge operations under one SLA — with continuous evaluation, tuning and release management.
Need certified Microsoft Dynamics 365 talent?
Deploy specialists who have delivered Microsoft Dynamics 365 implementations across enterprise environments — from design and build through steady-state operations.
- Certified engineers
- Solution architects
- Conversation designers
- Delivery leads
A six-step model, from assessment to managed operations.
Every engagement follows the same rhythm — so business, IT and delivery stay aligned from opportunity to outcome.
Microsoft stack readiness, CX audit and Copilot value map.
Architecture, Copilot design, voice AI pattern and Dataverse model.
One queue on Dynamics 365 CCaaS with Copilot for Service and voice AI.
Migration, integration, knowledge grounding and evaluation harness.
Rollout across queues, regions, languages and channels.
Managed Dynamics 365 CCaaS, Copilot and voice AI operations.
Use cases already in production with enterprise clients.
Grounded knowledge, guided workflows, live translation and after-call summarization in the Dynamics 365 Customer Service desktop.
Voice self-service with biometrics, in-flow authentication and Dataverse-backed transactional workflows.
Consolidations from Avaya, Cisco, Genesys or Amazon Connect to a single Microsoft-native CCaaS estate.
Enterprise voice on Teams with Direct Routing / Operator Connect — one dial plan, one identity, one client.
Copilots for dispatch, technician assist and post-visit documentation, integrated with Dynamics 365 Field Service.
Domain-specific copilots on Azure AI Foundry and Copilot Studio, embedded in Dynamics 365 CCaaS and Teams.
Industries where this ships fastest
- Healthcare Providers
- Health Payers
- Financial Services
- Insurance
- Retail & Ecommerce
- BPO
Grounded on your data. Governed on day one.
Every platform we implement is only as good as the retrieval, connectors and controls behind it. These are the horizontal solutions we ship with every engagement.
Where this fits in our practice
Questions buyers ask us first.
- Is Dynamics 365 CCaaS a full CCaaS?
- Yes — Microsoft Dynamics 365 Contact Center is a full cloud CCaaS covering voice, digital, IVA, routing, agent desktop, WFM integration and analytics, natively integrated with Dynamics 365 CRM and the Microsoft AI stack.
- Can we mix Dynamics 365 CCaaS with other CCaaS during migration?
- Yes — we routinely run parallel operations during phased migrations so business isn't disrupted, with reporting reconciled across estates.
- Do we have to use Copilot?
- No, but skipping Copilot removes most of Dynamics 365 CCaaS's differentiation. We recommend a Copilot-first design from day one.
- How does voice work?
- Voice runs on Microsoft's native voice channel with Azure AI Speech and Azure OpenAI for IVA — with Nuance Mix for regulated / high-containment use cases, and Teams voice with Direct Routing / Operator Connect for enterprise dial plans.
- How does this fit with Salesforce or ServiceNow?
- We integrate Dynamics 365 CCaaS with any CRM or ITSM via native connectors — many clients run CCaaS on Dynamics 365 while sales stays on Salesforce or ITSM on ServiceNow.
- How does Kore.ai fit with Dynamics 365 CCaaS?
- Kore.ai AI for Service can sit above Dynamics 365 CCaaS as the cross-platform conversational and agentic layer — many clients standardize the CCaaS on Microsoft and the agentic layer on Kore.ai.
Book a working session with our microsoft dynamics 365 contact center team.
30 minutes. Your architecture, your data, your KPIs. You leave with a concrete pilot outline and a business case worth defending.