Modernizing banking customer service: migrating a super-regional bank to Dynamics 365 Contact Center
A super-regional bank's on-premises ACD was approaching end of support, with separate CRM and telephony screens for every agent. pronix.ai migrated the contact center to Dynamics 365 Contact Center in phased waves, adding authenticated self-service, faster caller verification, payment-card-aware call controls, Teams voice and Copilot wrap-up. Client name withheld under confidentiality; outcomes are typical for this scope, not audited client results.
Super-regional commercial & retail bank · Microsoft Dynamics 365 · Teams Phone · Azure
- Client
- Super-regional commercial & retail bank
- Industry
- Financial Services
- Platform
- Microsoft Dynamics 365 · Teams Phone · Azure
*Representative outcome; results vary by client, scope and platform configuration.
The challenge
A super-regional commercial and retail bank's on-premises ACD was nearing end of support. Agents used separate CRM and phone screens, caller verification was slow and manual, card-payment calls depended on recording workarounds, and wrap-up notes took a large share of every call. Leadership needed a modern, AI-ready contact center with no disruption to customers and with security and compliance engaged from day one.
Our approach
Discovery and target blueprint
Call flows, IVR menus, queues and integrations were inventoried and redesigned for Dynamics 365 Contact Center rather than lifted as-is, removing menu options customers rarely used.
Self-service for routine banking requests
Balance, transfer and card-activation requests moved to authenticated self-service, with clear handoff to an agent for anything involving disputes, fraud or vulnerable customers.
Faster caller verification
Automated pre-authentication checks ran before the call reached an agent, so verified customers arrived with their identity status and context already on screen.
Payment-card-aware call controls
Pause-and-resume recording and secure payment handoff were designed with the bank's security team before any production traffic moved.
Phased waves with parallel run
Migration ran in waves by line of business, each with parallel running and a tested rollback path, so cutover risk stayed contained.
Teams voice and Copilot wrap-up
Teams Phone carried voice, and Copilot for Service generated summaries, wrap-up codes and disposition logging that agents confirm — cutting after-call work and improving notes for compliance reviews.
Hypercare and decommission
Each wave had a hypercare period with daily performance reviews before the legacy platform was retired.
Stack assumptions
The reference stack behind this program. Assumptions are what pronix.ai brought in on day one — swap-outs are common, and the implementation summary explains where the substitutions cost time or accuracy.
| Layer | Component | Assumption on day one |
|---|---|---|
| Contact center | Dynamics 365 Contact Center | Unified routing replacing the on-premises ACD |
| Voice | Teams Phone | Carrier and number migration planned per wave |
| Self-service and verification | Copilot Studio with pre-authentication checks | Routine requests automated; disputes and fraud go to agents |
| Agent assist | Copilot for Service | Summaries and dispositions confirmed by the agent |
| Security | Payment-card call controls and audit logging | Designed and approved with the bank's security team |
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