Dynamics 365 Contact Centre
Discover how to deliver every customer conversation & service, sales and beyond on one AI-powered contact Centre platform, across the channels your customers choose.
87 %
Of organisations struggle with siloed data, which hinders decision-making and customer satisfaction.
83 %
Of contact Centres were on premises in 2019 and by 2027, fewer than half will remain there.
80 %
Agentic AI will resolve 80% of common issues autonomously by 2029.
Unify every customer conversation and turn service into a driver for growth
The way your business engages with customers decides whether they stay, whether they buy more, and whether they tell their friends. Today, most organisations run a different tool for each conversation – a Contact Centre for service, a dialler for inside sales, independent social platforms for messaging.
Microsoft Dynamics 365 Contact Centre brings those conversations onto one AI-powered cloud platform, across voice, chat, email, SMS and social. Built on Copilot, Azure Communication Services and Nuance, Dynamics 365 Contact Centre works in front of the CRM you already run whether that is Dynamics 365, Salesforce or ServiceNow. It unifies your customer engagement without forcing you to rip and replace, and it gives every customer-facing team the same intelligent workspace, the same real-time insight, and the same Copilot support.
If you already run Dynamics 365 Customer Service, the opportunity is even simpler. Dynamics 365 Contact Centre extends what you have today with voice, self-service and digital channels improving customer experience, lifting satisfaction and opening new opportunities to drive growth.
Helping customer service leaders, sales leaders and CIOs
Dynamics 365 Contact Centre gives service leaders a single platform to drive the metrics that matter – lower average handle time, higher first-contact resolution, improved CSAT and better agent utilisation. For sales leaders, the same platform delivers conversation intelligence that writes back to Dynamics 365 Sales or Salesforce, turning outbound calls into pipeline. And for CIOs, it consolidates channels, data and AI onto one Microsoft-native, CRM-agnostic platform – simplifying licensing, strengthening the security posture and replacing point solutions with a single investment that scales.
Benefits of Dynamics 365 Contact Centre
Give every service agent an AI assistant. Dynamics 365 Contact Centre uses Microsoft Copilot & Agents to summarise calls, suggest responses, surface relevant knowledge in real time, identify intent and even manage cases.
Agents resolve cases faster, supervisors get live visibility of queues and sentiment, and customers get consistent service across every channel.
Transform customer service with Copilot
Give every service agent an AI assistant. Dynamics 365 Contact Centre uses Microsoft Copilot & Agents to summarise calls, suggest responses, surface relevant knowledge in real time, identify intent and even manage cases.
Agents resolve cases faster, supervisors get live visibility of queues and sentiment, and customers get consistent service across every channel.
Every channel, one agent desktop
Voice, chat, email, SMS, social messaging and Microsoft Teams in a single workspace.
Customers start in the channel they prefer, agents follow without dropping context, and conversations move between channels without the customer having to repeat themselves.
Unified routing assigns every interaction to the best-fit agent based on skills, capacity and customer history, regardless of how it arrives.
Move at your pace with connect, extend or unify
You do not have to replace everything on day one.
Microsoft supports multiple integration paths, from keeping your existing platform and connecting it to Teams, to leveraging low-code agents in the Contact Centre, to going fully native on Dynamics 365 Contact Centre with Customer Service.
Hitachi Solutions will recommend the right approach based on where you are today and how quickly you want to move.
Built on Microsoft, secured like Microsoft
Dynamics 365 Contact Centre runs on Azure with the same identity, compliance, data residency and encryption controls as the rest of your Microsoft estate.
For regulated industries like financial services and public sector, that means your contact centre inherits the security posture you’ve already built rather than introducing a new one to govern.
Start Your Journey With Hitachi Solutions
Modern customer service requires a modern platform.
With the right approach, you can improve efficiency, reduce costs and deliver the experiences your customers expect.
Book a discovery session to see where CCaaS can deliver the most value for your organisation.
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Pre-Sales Solution Director
Jason Almeida is a Pre-Sales Solution Director with over 10 years of experience designing and implementing business applications that drive transformation through process optimisation, automation, and AI. With a passion for technology and how it can revolutionise the way people and organisations work, he partners closely with clients to understand their objectives and challenges, crafting solutions that deliver real, measurable outcomes. His cross-sector experience enables a broad perspective and a flexible approach, ensuring every solution is tailored to context and need. Jason is driven by a desire to unlock value through innovation making technology an enabler of smarter, more effective ways of working.
Pre-Sales Solution Architect
David Reid is a Pre-Sales Solution Architect at Hitachi Solutions UK, specialising in AI-led digital innovation for the public sector. With 17 years of experience at Microsoft, David brings deep expertise in leveraging Microsoft technologies to design and deliver user-centred, data-driven solutions. He focuses on helping government organisations streamline services, enhance citizen outcomes, and drive sustainable, impactful digital transformation.