Synoptek Dynamics 365 Contact Center: 4-Week Discovery, Assessment, and PoC

Transform customer engagement with a focused four-week Dynamics 365 Contact Center assessment and Proof of Concept that uncovers service gaps, deploys AI-enabled channels, and delivers a clear roadmap for a modern contact center.

Synoptek’s 4-week Dynamics 365 Contact Center engagement helps you evaluate your current environment, uncover service gaps, and identify high-value use cases for AI-enabled customer service. Through stakeholder interviews, technical assessments, and business requirement mapping, we help you understand where you are today and what’s possible with a modern, AI-powered contact center.

Week 1: Current State Analysis and Requirement Gathering

• Conduct stakeholder interviews to understand data challenges and business requirements.
• Assess existing Customer Service/Self-Service Gaps channels, voice, SMS, email, social media, or non-AI chat agents. Review potential business use cases for Proof of Value on Contact Center.
• Finalize a use case to be the Proof of Value implementation.

Week 2: Technical Readiness, Architecture Design, and PoC Roadmap

• Identify Contact Center componentsto be reviewed in the Proof of Concept for the selected use case.
• Determine Customer Service Channels and Contact Center configuration.
• Create an implementation plan with clear milestones and align stakeholders on the PoC scope, timeline, and expected outcomes.

Week 3: Use Case Configuration and Setup

• Configure Contact Center environment, including up to two channels.
• Customer Service AI Chat Agent Configuration and setup.

Week 4: PoC Demo

• Conduct POC validation session with business stakeholders.
• Provide detailed documentation with the architecture/channel components configuration.
• Present recommendation on roadmap for scaling the Proof of Value to full production deployment and Contact Center readiness.

Key Deliverables

• Current State Report: System architecture, key challenges.
• Contact Center Implementation: Working prototype of two channels deployed to test systems.
• Proof of Concept Demo and Documentation: Architecture, Integration, KPI metrics
• Future Roadmap: A structured plan with recommendations for full-scale deployment.

Customer Outcomes

• Increased Efficiency: Automate routine tasks, freeing up human agents to focus on more complex issues.
• Enhanced Personalization: Tailor responses to individual customer needs, improving satisfaction.
• Improved Decision-making: Provide data-driven insights and recommendations, leading to more effective customer service strategies.
• Scalability: Customize and scale to meet the needs of different customer service teams and industries.