Today’s customers expect quick, seamless, and personalised service. Microsoft Dynamics 365 Contact Center, delivered by Telefónica Tech, helps your business stay ahead by combining agility, insight, and innovation, taking customer service to the frontier of business with AI-powered tools. Our Contact Centre as a Service (CCaaS) solutions enable you to respond to customer needs in real time, improve satisfaction, and build lasting relationships.
Dynamics 365 is Microsoft’s enterprise-scale cloud platform, designed for organisations that need automation, visibility, and real-time insights. Telefónica Tech is a leading Microsoft partner in the UK, combining advanced technology with deep industry expertise. We deliver solutions that fit your business, helping you modernise your customer service and drive growth.
Dynamics 365 Contact Center connects voice, SMS, web, mobile, email, and social channels, while personalising customer interactions using CRM data. With seamless integration across a range of customer service applications and CRMs, Contact Center reimagines the customer service experience and maximises efficiency.
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Dynamics 365 Customer Service brings all your customer interactions into one place, making it easy for your team to deliver consistent, high-quality support. With intuitive tools and AI-powered insights, your employees can resolve issues quickly and keep customers happy.
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Microsoft Copilot and agentic AI work alongside your team to automate routine tasks, orchestrate processes, and provide instant answers. Whether you’re just starting with AI or looking to maximise its value, Telefónica Tech has the expertise to help you succeed.
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Frontier Firms are a new type of organisation that puts AI at the heart of business—reinventing customer experience and employee productivity. Microsoft Copilot is powering this transformation, with AI agents playing a key role in reshaping processes and bending the curve on innovation, including in customer engagement with the introduction of Dynamics 365 Contact Center. Learn more about how your organisation can get started on your own AI journey to the frontier with Telefónica Tech:
Take a sure-step and iterative approach to transforming customer service with Dynamics 365 Contact Center. The Telefónica Tech Contact Centre Maturity Roadmap provides you a clear, personalised pathway. Our 3-step programme focuses on assessing your current technology and operating landscape, before diving into where Contact Center and other AI Business Solutions can add business value on your customer service transformation journey:
Dynamics 365 Contact Center is Microsoft’s Contact Centre as a Service (CCaaS) programme that helps organisations move to Dynamics 365, benefitting from integrations and the latest AI technologies. It’s a standalone programme that sits alongside other Dynamics 365 applications such as Customer Service, Field Service, and Sales. Working with Telefónica Tech to implement Contact Center gets you access to exclusive partner funding, a clear and fast adoption roadmap, and expert support.
Dynamics 365 Contact Center brings AI, automation, and connected data into your customer service, helping your team make better decisions and work more efficiently.
As well as a complete 360-degree view of each customer, Contact Centre also provides your customer service teams with AI-powered assistance to resolve queries faster with suggested knowledge articles, next-best actions, and drafting responses in real time.
Intelligent case routing ensures enquiries are routed correctly based on skills and availability, while proactive engagement tools help reduce customer churn.
Furthermore, customers benefit from self-service options through AI-driven virtual agents available 24/7, while your teams can seamlessly switch between chat, email, phone and SMS without losing context—meeting the demands of the modern, prolific customer and ensuring a consistent experience all round.
If you’d like to learn more about these capabilities, get in touch for a demo.
The timeline for migrating to Dynamics 365 depends on your specific circumstances. For example, timeline can be affected by complexity of requirements, customisations, integrations, and historical data migration. We’ll provide a tailored plan and quote to ensure a smooth transition.
Yes. Telefónica Tech can migrate your existing data into Dynamics 365, so you don’t lose valuable customer history or insights.
We offer comprehensive training and support, including Train-the-Trainer programmes, so your team is confident and ready to use the new Dynamics 365 system.
Telefónica Tech’s Dynamics 365 Managed Service takes care of your Dynamics 365 technologies going forward, including Contact Center and Customer Service, providing technical support, consultancy, and optimisations. Learn more about our Managed Services for Dynamics 365.
Telefónica Tech is a trusted Microsoft partner, helping our customers level-up colleague and customer experiences across the UK. Book a call with our experts to discuss your needs and see Dynamics 365 Contact Center in action.
Maturity Roadmap: Submit the form below to learn more about our roadmap programme that sets you up for success, and gets you moving quickly.
