Dynamics 365 Contact Centre

Unify channels. Empower agents. Transform service.

Microsoft Dynamics 365 Contact Centre is a next-generation, AI-driven omnichannel solution that empowers your teams to deliver exceptional customer experiences.

By unifying every communication channel, surfacing real-time insights, and embedding Microsoft Copilot for Service, it gives agents the tools to resolve issues faster with empathy and confidence.

Unlike traditional platforms, Dynamics 365 Contact Centre doesn’t lock you into one ecosystem. It integrates seamlessly with SAP, Salesforce, ServiceNow, and third-party apps, giving you a flexible, connected contact centre built around your business needs.

Key features

Omnichannel engagement – Connect with customers across voice, chat, email, SMS, and social in one cloud-based platform.
AI Copilot for Service – Summarise cases, suggest responses, and recommend next best actions in real time.
Intelligent routing – Use AI-powered, skills-based routing to connect customers to the right agent or virtual agent instantly.
Flexible integration – Extend beyond Microsoft by connecting SAP, Salesforce, ServiceNow, and more for a full 360° customer view.

Business benefits

Faster resolution times – AI Copilot's give instant summaries, context, and recommendations to speed up every interaction.
Consistent omnichannel experience – Deliver seamless support across every channel with a unified customer view.
Lower service costs – Deflect routine queries with chatbots and automation, freeing agents for complex cases.
Empowered service teams – Give agents the insights, context, and automation they need to focus on what matters most: the customer.

Generative AI is transforming customer service … unifying operations to drive efficiency and reduce costs.

Jeff Comstock, Microsoft

Cross-solution connections

Dynamics 365 Sales – Give account managers visibility into service interactions for smarter, personalised engagement.
Dynamics 365 Field Service – Escalate issues seamlessly to technicians, creating a connected end-to-end service journey.
Customer Insights – Data & Journeys – Deliver AI-driven personalisation powered by unified profiles and journey orchestration.
Finance & Supply Chain Management – Align contact centre operations with billing, warranties, and inventory processes.
Power Platform & Copilot – Automate workflows, embed AI intelligence, and streamline contact centre operations.

Why Delaware?

At Delaware, we combine service design with cutting-edge technology to reimagine customer connections.

We bring:

Human-centred design – Building contact centre experiences that feel seamless and empathetic.
AI-first approach – Integrating Copilot to enhance efficiency and decision-making.
Cross-platform integration – Connecting Microsoft Dynamics with SAP, Salesforce, and ServiceNow for a complete customer view.
Proven delivery – Experience implementing contact centre solutions at scale across industries.

With Delaware, you gain a partner who understands both the technology and the human side of customer service ensuring every interaction counts.

Strategic goals. Smart execution.

Delaware helps organisations reimagine their contact centres as strategic hubs for customer satisfaction and loyalty. By combining Microsoft Dynamics 365, AI Copilots, and omnichannel engagement, we help your teams deliver faster, smarter, and more personal service every time.

Connect with our experts today to explore how a modern, AI-powered contact centre can transform your customer experience and drive measurable results.

Get in touch