Microsoft Dynamics 365 Contact Center Journey – Full Implementation

Microsoft Dynamics 365 Contact Center is designed to revolutionize your customer and agent experiences through cutting-edge AI technology, Copilot. Our strategic pathway empowers your organization to fully harness the potential of a modernized contact center, infused with AI capabilities, regardless of where you are on your journey.

We don’t just provide a successful strategy; we enable you to execute your vision of an enhanced customer experience with Microsoft Dynamics 365 Contact Center. This AI-driven Copilot solution allows you to make impactful, data-driven decisions more efficiently, transforming the way you engage with your customers.

If you’re ready to let your data work for you and have identified Microsoft Dynamics 365 Contact Center as your future state data platform, the “Full Implementation” phase is designed for you. Embrace the future of customer service and elevate your business with a solution that modernizes interactions and drives meaningful results. Join us on this transformative journey and unlock the true potential of your contact center.

Our proven methodology for Microsoft Dynamics 365 Contact Center implementation is executed under the following methodology:

Planning and Requirements Gathering:

• Define Objectives: Identify the goals and expected outcomes of the contact center solution
• Stakeholder Engagement: Involve key stakeholders to gather requirements and set expectations
• Current State Analysis: Assess the existing contact center infrastructure and processes
• Budget and Timeline: Establish a budget and project timeline

Solution Design

• Needs Assessment: Identify specific features and functionalities required
• Technical Architecture: Design the technical framework, including integration with existing systems
• Customization and Configuration: Plan for customizations to meet specific business needs
• Compliance and Security: Ensure the design meets regulatory and security standards

Development and Customization

• Setup and Configuration: Install and configure the contact center software
• Integration: Integrate with CRM, ERP, and other relevant systems
• Customization: Develop and implement necessary custom features
• Testing: Conduct unit and integration testing to ensure functionality

Training and Change Management

• Training Programs: Develop and deliver training for staff on the new system
• User Documentation: Create user manuals and guides
• Change Management: Plan and execute strategies to manage organizational change and user adoption

Deployment

• Pilot Testing: Launch a pilot phase to test the solution with a limited user group
• Feedback and Adjustments: Gather feedback from the pilot and make necessary adjustments
• Full Rollout: Deploy the solution across the entire organization

Post-Implementation Support

• Monitoring and Support: Provide ongoing support and monitor the system’s performance
• Troubleshooting: Address any issues or bugs that arise post-deployment
• Continuous Improvement: Regularly update and improve the system based on user feedback and evolving needs

*Pricing and duration will vary based on project scope and will be offered at time & materials. Some factors that impact implementation cost are:

Complexity and Scope: Implementation size and depth

Maturity: Current digital transformation state

Timeline: Desired speed of platform migration

Staffing: Available resources within your organization to assist with the implementation