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๐Ÿ† ITKnocks places 6th in the CRN Fast50

Implementation of Dynamics Contact Center and Integration with Non-Microsoft CRM and IVR

By Adnan Khan

Dynamics Contact Center is a Copilot-driven SAAS platform embedded with Generative AI, transforming communication across all channels.ย ๐—œ๐˜ ๐˜€๐—ฒ๐—ฎ๐—บ๐—น๐—ฒ๐˜€๐˜€๐—น๐˜† ๐—ถ๐—ป๐˜๐—ฒ๐—ด๐—ฟ๐—ฎ๐˜๐—ฒ๐˜€ ๐˜„๐—ถ๐˜๐—ต ๐—ฎ๐—ป๐˜† ๐—–๐—ฅ๐— , ๐—œ๐—ฉ๐—ฅ Or ๐˜๐—ต๐—ถ๐—ฟ๐—ฑโ€“๐—ฝ๐—ฎ๐—ฟ๐˜๐˜† ๐˜€๐—ผ๐—น๐˜‚๐˜๐—ถ๐—ผ๐—ป, ๐—ฒ๐—ป๐—ฎ๐—ฏ๐—น๐—ถ๐—ป๐—ด ๐—ฐ๐˜‚๐˜€๐˜๐—ผ๐—บ๐—ฒ๐—ฟ๐˜€ ๐˜๐—ผ ๐˜‚๐˜๐—ถ๐—น๐—ถ๐˜‡๐—ฒ ๐—ผ๐—บ๐—ป๐—ถ๐—ฐ๐—ต๐—ฎ๐—ป๐—ป๐—ฒ๐—น ๐˜€๐—ฒ๐—ฟ๐˜ƒ๐—ถ๐—ฐ๐—ฒ๐˜€ ๐—ถ๐—ป ๐˜๐—ต๐—ฒ๐—ถ๐—ฟ ๐—ฝ๐—ฟ๐—ฒ๐—ณ๐—ฒ๐—ฟ๐—ฟ๐—ฒ๐—ฑ ๐—–๐—ฅ๐— .

Recently, ITKnocks tailored copilot for a clientโ€™s Customer Service department, which uses a non-Microsoft CRM and Voice Carrier.

Client Business Outcomes:
  • Increased Revenue:ย An additional estimated $75,000 in weekly revenue, and projected annual $3.9 million.
  • Reduced Agent Load:ย 60% decrease in agent workload.
  • Improved Customer Satisfaction:ย Faster, more efficient service.
  • Reduced Physical Headcount Dependency:ย Less reliance on additional staff.
  • Enhanced Agent Mental Health:ย Copilot handles initial interactions with upset clients, summarising and routing them to agents.
Clients’ Challenges:
  • Competitive Pressures:ย Manual outbound telephony processes slowed down job booking, requiring agents to call workers one by one.
  • Heavy Inbound Telephony Load:ย Despite IVR and chatbots, most calls were routed to agents, causing inefficiencies.
  • Need for Unified Interface:ย The client required a unified interface and single database across existing CRM and applications for agents, with skill-based routing.
  • Supervisory Insights:ย Supervisors needed access to historical and real-time conversation data at a single place/database.
  • ย 
ITKnocks Solution:
  • Low-Code Dynamics Contact Center and Gen AI Copilot:ย Automated outbound/inbound telephony, with Copilot handling 70% of the workload by understanding worker queries and dynamically proposing options. Used OOB feature, Added knowledge(files, website URLs) to copilot.
  • OOB Integration Connectors:ย Integrated Copilot with the existing non-Microsoft CRM and Carrier.
  • Cross-Platform Integration:ย Embedded Copilot chat in non-Microsoft CRM applications as a widget (out-of-the-box script).
  • OOB Reporting for Supervisors:ย Used OOB Reports to provide historical and real-time conversation stats.
  • OOB Skill-Based Routing:ย Configured Gen AI skill-based routing to direct cases to the most skilled agents, enhancing efficiency and service quality.
  • Ready to transform your customer service operations withย Dynamics Contact Center?

    Whether youโ€™re using a Microsoft or non-Microsoft CRM, weโ€™ve got the expertise to seamlessly integrate and elevate your communications.

    Letโ€™s talk about how we can help you optimize efficiency and enhance customer satisfaction.

    Feel free to reach out toย ITKnocksย for any implementations.

As part of the deduplication process, we also updated ourย reference table to reflect old-to-new key mappings. This allowed us to ensure that the correct GUIDs were assigned to the deduplicated records, maintaining the integrity of the data relationships in CRM.

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