Omnichannel Command Center

Omnichannel Command Center unifies voice, chat, SMS, social, and email into a single intelligent service experience on Microsoft Dynamics 365 Customer Service, while reducing your service costs and elevating customer experience. Cut average handle time by 40-50%, deflect 25-35% of routine volume with AI-powered virtual agents, and give supervisors real-time visibility across every channel. Transform siloed, channel-specific service operations into a unified omnichannel command center where customers move seamlessly between channels with full context, agents are AI-augmented with Copilot for Service, and supervisors monitor everything in real time. Key Benefits:

• Seamless Channel Switching: Customers move between chat, voice, social, and email with full context preserved
• 50% AHT Reduction: Unified agent workspace plus Copilot summarization cuts handle time in half
• 25-35% Volume Deflection: Power Virtual Agents handle routine inquiries before reaching an agent
• AI-Powered Agent Assistance: Copilot for Service delivers next-best-action, sentiment analysis, and conversation drafting
• Real-Time Supervisor Visibility: Monitor every channel from one dashboard with instant intervention capability
• Sentiment-Based Routing: Upset customers automatically prioritized to senior agents
• Microsoft-Native Stack: One unified Microsoft platform — no third-party voice, virtual agent, or analytics integrations to maintain

Solution Components

• Dynamics 365 Customer Service Enterprise
• Omnichannel for Customer Service
• Unified Routing & Agent Presence
• Copilot for Service
• Power Virtual Agents (Copilot Studio)
• Azure Communication Services (Voice Channel)
• Power BI Omnichannel Analytics
• Real-Time Supervisor Dashboard
• Microsoft Teams Integration
• Sentiment Analysis & Intelligent Routing

Example Implementation Timeline

• Phase 1 (Weeks 1-4): Discovery, channel assessment, omnichannel design workshops
• Phase 2 (Weeks 5-10): Core omnichannel configuration, unified routing engine, queues
• Phase 3 (Weeks 11-16): Voice and telephony integration, CTI setup
• Phase 4 (Weeks 17-20): Virtual agent development and Copilot for Service activation
• Phase 5 (Weeks 21-24): UAT, persona-based training, cutover planning
• Phase 6 (Weeks 25-26): Phased go-live by channel
• Phase 7 (Weeks 27-28): Hypercare and post go-live optimization

Free Workshop to Assess Fit. Contact Us for pricing.