Be present everywhere. Connect with customers through voice, SMS, web, mobile, email, and social channels while getting personalized insights from CRM data.
Let AI handle routine inquiries. Context-aware chatbots and virtual assistants powered by generative AI engage customers instantly and take the load off your team and considerably reduce waiting time.
Don't make customers repeat themselves. Cases are created automatically based on the discussed information, allowing support representatives jump straight in solving the customer's issue.
In a world where artificial intelligence evolves faster than ever and genuine human connection seems to fade, the right approach is to use AI to reconnect. With Dynamics 365 Contact Center, your team can see the person behind every ticket and offer personalized support, not just mechanically respond to their questions. And behind the scenes, gain deep visibility into contact center performance and customer satisfaction with real-time dashboards and Power BI reports.
Make sure the right agent handles each customer's inquiry with a sophisticated AI-powered assignment.
Orchestrate your customer support process in detail so that each unit handles only the tasks that truly require human attention, while AI takes care of the rest.
A happy customer is a loyal customer. Turn every interaction into a step toward stronger relationships and long-term satisfaction.
Whether it is chat, call, text message, WhatsApp, or Facebook Messenger, your customers can interact with you on their preferred channel.
Your data is secure and compliant with privacy standards and secure payment processing.
Contact Center is compatible with existing CRM platforms like Microsoft Dynamics Customer Service and Salesforce, as well as back-office systems.
With Dynamics 365 Contact Center, teams can build the structure they need to work confidently and deliver better customer experiences.
Reduced workload through automation: Automated case creation, routing, and knowledge suggestions minimize manual tasks and let agents focus on high-value interactions.
Faster, more accurate responses: AI-powered prompts, conversation summaries, and knowledge recommendations provide guidance, and help agents resolve issues on the first attempt.
Less stress and higher job satisfaction: Consistent, supported workflows provide the agents with a structured, predictable environment that prevents burnout.
Dynamics 365 Contact Center gives supervisors the tools to stay in control of operations and guide their teams with clarity.
Real-time visibility into team performance: Live dashboards, queue monitoring, and agent activity overviews allow supervisors to react instantly to spikes in demand and maintain service levels.
Quick issue escalation and resolution: Supervisors can intervene in conversations, assist agents with guidance, or re-route tasks immediately.
Data-backed coaching and feedback: AI-generated summaries and performance metrics support targeted coaching that helps agents improve faster and deliver more consistent service.
Contact Center makes it easier to understand service performance at a strategic level and strengthen long-term customer satisfaction.
Real-time KPIs and Power BI dashboards strategic oversight and trend analysis: Leaders can make more informed decisions with comprehensive reporting and AI-supported analytics.
Stronger customer loyalty and brand reputation: Unified omnichannel experiences support overall service quality, helping leaders anticipate issues, improve customer satisfaction, and reinforce the organization’s position as a trusted, innovative brand.
Since proMX’s founding over 25 years ago, we have grown both from a geographical and a technical perspective: today we are an international organization with subsidiaries in the USA, Europe and Asia and we are experts for Microsoft Dynamics 365. One of our areas of expertise is Dynamics 365 Contact Center.
Whether small, medium or large organizations – we always provide the best possible working environment to our customers. That is why we implement and customize Dynamics 365 solutions as well as develop our own add-ons, such as Project Portfolio Management, to extend Dynamics 365 with even more useful features.
We will show you how Dynamics 365 Contact Center will support your business in tailored demos. Together we will establish an implementation plan based on your vision and possibilities.
It includes technical and industry-specific prerequisites as well as security and compliance requirements.
We’ll teach all users the best way to use Dynamics 365 Contact Center before its go-live.
The implementation plan will serve us as guidelines when we customize Dynamics 365 Contact Center to your needs. We will perform the integration in agile sprints. So you can check it along the way and we can adapt the solution as you see fit.
Our experts will embed Dynamics 365 Contact Center in your existing systems.
Dynamics 365 Contact Center runs in the cloud. That means you needn’t worry about physical servers in your buildings. Unless you wish, of course, in that case, it is available as an on-premises solution, too.
The security of your data and processes is ensured. Among other safety measures, your systems are secured by multi-factor authentication. Employees can only access designated areas with proof of identity, e.g., a password and a code sent to their phone.
Do you have further questions or problems? Don’t worry, we won’t leave you hanging.
No matter whether there is a technical issue, or you need advice on navigating your new solution: our support team is available for you.
Find out how we can help transform your business with
Microsoft Dynamics 365 and proMX apps.
