Customer service
Customers should not have to start again when they change channel. We help you evaluate and implement Dynamics 365 Contact Center around connected conversations, useful AI assistance and the CRM your business already uses.
Voice and digital service
Dynamics 365 Contact Center brings supported voice and digital conversations into a shared working experience. Unified routing can match demand to skills, availability and capacity. We design queues, priorities and transfers around the service you need to deliver.
Context before the next answer
Copilot Service workspace brings conversations and connected customer information together. Copilot can help summarise conversations, find relevant knowledge and prepare replies. We test these capabilities against your knowledge, permissions and service scenarios so representatives can check the detail and move the issue forward.
AI agents and clear handovers
Use Copilot Studio agents for well-defined requests: finding an answer, checking permitted information or starting an agreed workflow. We connect the knowledge and tools, test the boundaries and configure escalation with conversation context when a representative needs to take over.
Supervision and operational ownership
Supervisors need a usable view of demand, queues and the conversations that need help. We connect available reporting to your service measures and review repeated contacts, handover quality and automation exceptions. Clear ownership, monitoring and a fallback process matter as much as the first demonstration.
Review AI readiness and governance
How Nemely helps
We bring our Dynamics 365, integration and business-process expertise to Contact Center evaluation and delivery. Nemely is developing this capability internally; we agree the readiness, scope and delivery responsibilities with you before committing to a rollout.
Map demand, channels, CRM dependencies and knowledge quality. Agree a baseline for repeat contacts, transfer quality and representative effort, then check licensing, language support and feasibility.
Configure the chosen channels, routing and workspace. Connect customer data and test self-service, permitted actions, transfers and failures with real service scenarios before a controlled pilot.
Train representatives and supervisors, rehearse escalation and agree operational ownership. Compare the pilot with its baseline, review quality and costs, then decide what is ready to expand.
FAQs
Yes. Microsoft supports Contact Center with other CRM environments as well as Dynamics 365. That still requires integration design: identifying customers, agreeing data ownership, synchronising the information needed in Dataverse and linking back to the source. We assess connectors, APIs, permissions and failure handling for your setup.
Contact Center focuses on voice and digital conversations, routing, self-service and contact-centre operations. Customer Service provides case management and knowledge capabilities. They can be combined, or Contact Center can connect to another CRM. The right choice depends on where your service work and customer records already live.
A configured Copilot Studio agent can answer supported questions and use approved tools for defined tasks. We agree what it may do, how it identifies the customer and when it must escalate. A tested handover passes the conversation and relevant context to a representative; ambiguous or sensitive requests need a clear human route.
No. Start with the channel and service journey where a pilot can give useful evidence. Voice, digital messaging, AI usage and connected systems have different setup and licensing considerations. We verify the required capabilities, regional and language availability before choosing the first scope.
We can assess the business case, design the customer-data connections and work through configuration, integration, testing and adoption. We are actively building our Contact Center capability internally. A scoped evaluation makes technical dependencies and delivery responsibilities clear before you commit to implementation.
Choose measures that reflect the customer and representative experience: time spent finding context, unnecessary transfers, repeat contacts, answer quality and successful handovers. Compare them with the current process alongside operating costs. Faster handling is only useful if the customer’s issue is properly resolved.
Explore the Microsoft capabilities
Microsoft is moving Dynamics 365, Power Platform and Dataverse updates to the AI at Work roadmap from September 2026. We use the current feature status when planning your solution, and evaluate previews separately before proposing them for production.
Explore Microsoft’s roadmap approachMicrosoft capabilities reviewed 6 October 2026. Licensing, configuration, language and regional availability vary by feature. Preview features are assessed separately.
Your next step
Tell Stefan where conversations lose context or service work gets repeated. We can explore whether Dynamics 365 Contact Center fits your team, channels and current CRM.
Contact us
Ideas to take with you
