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Dynamics 365 Contact Centre

Deliver connected service experiences across every channel

Customers, supporters and service users expect to engage with organisations on their terms, whether that's through phone, email, web chat, social media or messaging platforms.


Dynamics 365 Contact Centre brings every conversation into a single, connected environment, helping organisations deliver faster responses, better service experiences and greater visibility across customer interactions.


Built on Microsoft's cloud platform and powered by AI, Contact Centre helps organisations improve service delivery while reducing complexity for both agents and customers. 

D365 Contact Centre
Dynamics 365 Customer ServiceDynamics 365 SalesCopilotCopilot StudioPower PlatformPower BIMicrosoft TeamsAzureDataverse

Why Dynamics 365 Contact Centre?

Many organisations struggle with:

 

 

 

Dynamics 365 Contact Centre helps address these challenges by bringing voice, digital engagement and AI-powered service capabilities together into a single platform. 

  • Service interactions spread across multiple channels and systems
  • Limited visibility of customer conversations and service activity
  • Inconsistent experiences across channels
  • Increasing service demand with limited resources
  • Time-consuming manual processes for agents
  • Difficulty measuring and improving service performance

Key capabilities

Omnichannel engagement

Manage conversations across voice, email, web chat, SMS, social media and messaging channels from a single platform, creating a more consistent experience for customers and support teams.

AI-powered self-service

Use AI agents and self-service experiences to handle common enquiries, reducing demand on service teams while improving responsiveness.  

Intelligent routing

Use unified routing to ensure enquiries are directed to the most appropriate team or agent, improving efficiency and service quality.  

Agent productivity

Help agents work more effectively with AI-generated summaries, knowledge suggestions, conversation history and recommended next actions.

Real-time insight and reporting

Monitor service performance, workload, customer interactions and operational metrics through connected reporting and dashboards.

Connected customer experiences

Create a unified view of the customer across interactions, cases, history and channels, helping teams provide faster and more informed support. 

Typical use cases

Provide consistent support across fundraising, supporter services, beneficiary enquiries and volunteer engagement. 

 

Common scenarios include:

 

  • Supporter helplines
  • beneficiary services
  • Volunteer enquiries
  • Donation and fundraising support
  • Multi-channel support services

Why mhance?

Built around real service operations

We help organisations design contact centre solutions around how service teams actually work and how customers genuinely engage.

Creating one view of every interaction

Our focus is not simply managing channels. We help organisations create a connected experience across conversations, cases, knowledge and customer information. This aligns directly with the goal of delivering "one conversation across many channels" and creating a unified view of support activity. 

Practical AI adoption

We help organisations introduce AI, automation and self-service in ways that improve service quality while maintaining control and governance. 

Connected to the wider Microsoft platform

Dynamics 365 Contact Centre can be connected with Dynamics 365 Customer Service, Dynamics 365 Sales, Power Platform, Teams, Power BI and Microsoft Copilot to create a fully connected service environment.

Ready to improve what matters most?

Tell us what you’re looking to achieve, and our team will help you find the right solution for your organisation.

Talk to us