Dynamics 365 Customer Service Unified Customer Engagement Implementation

EASI | Unified Customer Engagement with Dynamics 365, Power Pages & Copilot Studio

Overview Deliver seamless, intelligent, and responsive customer service across SMS, voice, email, and web chat with EASI’s integrated solution powered by Microsoft Dynamics 365, Power Pages, and Copilot Studio. Designed for organizations seeking to modernize their customer engagement strategy, this offering enables smart intake, AI-driven triage, and human-assisted resolution—all within a unified platform. EASI brings deep Microsoft expertise and a proven track record in deploying scalable, AI-powered service solutions tailored to your business needs.

Key Capabilities

Copilot Studio Agents: Omnichannel AI Assistants • Build no-code, intelligent agents that engage customers across SMS, email, phone, and web chat. • Leverage knowledge bases and case histories to deliver accurate, contextual responses. • Automatically escalate to live agents with full conversation context when needed.

Power Pages: Industry-Ready Self-Service Portals • Embed Copilot agents into secure, scalable portals for customers, employees, partners, and communities. • Choose from pre-built templates including: o Customer Self-Service o Employee Helpdesk o Partner Collaboration o Event Management o Community Forums o Supply Chain Portals • Fully integrated with Dynamics 365 for real-time data access and case tracking.

Voice Calling with Real-Time AI Insights • Enable voice interactions directly within Dynamics 365. • Transcribe calls in real time and generate AI-powered summaries, sentiment analysis, and KPIs. • Free agents from manual note-taking and surface relevant knowledge articles during or after calls.

End-to-End Automation & Visibility • Log all interactions—SMS, voice, email, chat—into a unified customer record. • Automate follow-ups, case creation, and routing using Power Automate. • Gain full visibility into the customer journey and agent performance.

Copilot for Human Agents • After escalation, Copilot continues to assist agents by: o Summarizing prior bot interactions o Suggesting replies and next steps o Recommending knowledge base articles o Transcribing and analyzing voice calls o Generating post-interaction summaries for CRM and QA

Why EASI? • Deep expertise in Microsoft Solutions Dynamics 365 CRM, Power Platform, and AI • Accelerated delivery with pre-built templates and industry-specific configurations • End-to-end support from discovery to deployment and beyond • Proven success in transforming contact centers and customer service operations

Engagement Scope & Pricing Each engagement is tailored to your organization’s goals, channels, and service workflows. Pricing and timelines are scoped based on complexity and business requirements.