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Certified Microsoft Solution Partner · D365 Contact Center

Every call resolved.
Faster than ever.

AI-powered CCaaS with Microsoft Copilot, omnichannel routing, and real-time supervisor intelligence — implemented by SchwettmannTech in 10–14 weeks, fixed price, across India.

Microsoft Solution Partner

10–14 Week Delivery

Copilot-First Architecture

PCI · HIPAA · GDPR

D365 Contact Center · Live Preview

Live

Agent Workspace — Sarah K.✦ Copilot Active

Queue

4:32

AHT Today

94%

FCR Rate

✦ Copilot Suggestion

Customer Marcus T. called 2× last week re: billing. Account shows ₹18,000 overcharge flagged. Suggest issuing credit + escalation to retention.

Issue CreditTransfer to RetentionSend Summary Email

Voice→IVR → Billing → Skills-basedPool BLIVE

Chat→Copilot Studio bot → OrderBot→AgentBOT

SMS→Keyword: HELP → EscalatePriority QLIVE

→AI sentiment: Frustrated → VIPSeniorQ: 3

Voice→High CLV → Preferred agentSarah K.LIVE

Today's PerformanceLive · 2026

Mon

Tue

Wed

Thu

Fri

Sat

Sun

94%

SL in 30s

4m32s

Avg AHT

87%

CSAT

2.1%

Abandon

Reduction in avg handle time

First contact resolution gain

ROI achieved in first year

CSAT score improvement

Contact deflection via AI bots

Natively Integrated With

Microsoft Copilot

Azure Comms

Teams

Power BI

Copilot Studio

SMS/Chat

Azure Communication ServicesMicrosoft Copilot Agent AssistOmnichannel RoutingPower BI AnalyticsCopilot Studio BotsReal-Time Supervisor DashboardWorkforce Engagement ManagementPCI · HIPAA · GDPR Compliant10–14 Week ImplementationTeams-Native CollaborationAzure Communication ServicesMicrosoft Copilot Agent AssistOmnichannel RoutingPower BI AnalyticsCopilot Studio BotsReal-Time Supervisor DashboardWorkforce Engagement ManagementPCI · HIPAA · GDPR Compliant10–14 Week ImplementationTeams-Native Collaboration

The Platform

Copilot-first.
Customer-obsessed.

Microsoft Dynamics 365 Contact Center is a cloud-native CCaaS platform that brings voice, digital channels, AI-powered routing, and generative Copilot intelligence together in a single unified agent desktop — built on Azure and deeply integrated with Microsoft 365.

Copilot-first architecture — generative AI woven into every agent interaction, not bolted on
Unified omnichannel platform — voice, chat, SMS, WhatsApp, email, social, Teams
Single agent desktop — no screen-switching between CRM, telephony, and knowledge base
Native Azure + Microsoft 365 integration — 60–80% less complexity vs multi-vendor stacks
Per-agent licensing — transparent pricing that scales as your team grows

Talk to a CCaaS Expert

D365 Contact Center vs. Alternatives

FeatureD365 CCGenesys/Five9

Microsoft Copilot AI Assist✓ NativeAdd-on

Azure + Teams integration✓ Built-in3rd-party API

D365 CRM unified desktop✓ NativeCustom connector

Power BI reporting✓ IncludedSeparate licence

Copilot Studio bots✓ IncludedSeparate product

Microsoft EA pricing leverage✓ Yes–

Capabilities

Everything your contact
center needs to excel.

Enterprise-grade CCaaS built to modernise operations, empower agents with AI, and give supervisors real-time visibility.

📞

Intelligent Voice & Telephony

Cloud-based voice infrastructure — IVR, ACD, call recording, quality monitoring, Azure Communication Services. Eliminates on-premises PBX complexity with 99.99% SLA.

Direct RoutingAzure Calling PlansVoice Biometrics100+ LanguagesPredictive Dialer

🔀

Omnichannel Routing

Skills-based, AI-predicted routing that matches customers to the best available agent — improving FCR by 30–45%.

reduction in handle time with Microsoft Copilot Agent Assist — real-time summaries, KB suggestions & automated wrap-up.

✦

Microsoft Copilot Agent Assist

Generative AI provides real-time conversation summaries, knowledge article recommendations, response suggestions, and automated after-call notes — powered by Azure OpenAI.

🖥️

Unified Agent Desktop

Single pane of glass — Dynamics 365 CRM, case management, knowledge base, Teams collaboration, and contact center controls. 50% reduction in agent training time.

CRM EmbeddedScreen PopTeams Integration

💬

10+ Digital Channels

Chat, SMS, WhatsApp, Facebook, Instagram, Twitter/X, Apple Business Chat, Teams, email — with persistent threads across channels.

60%

contact deflection via Copilot Studio virtual agents — 24/7 AI bots with intelligent human escalation.

👁️

Real-Time Supervisor Dashboard

Live queue visibility, agent sentiment alerts, whisper coaching, barge-in, and workforce adherence — all in real time.

Analytics & Power BI Reporting

Pre-built Power BI dashboards for KPIs, FCR analysis, agent performance, customer journey analytics, sentiment trends, and AI-driven forecast reporting.

Real-TimeHistoricalAI Insights

Workforce Engagement Management

AI-powered forecasting, automated scheduling, quality assurance scoring, compliance monitoring, gamification, and performance improvement tracking.

AI-powered contact center analytics and Copilot dashboard

Microsoft Copilot

AI that works during the call, not after.

Microsoft Copilot in Dynamics 365 Contact Center is powered by Azure OpenAI and operates in real time — giving agents exactly the information they need, exactly when they need it. No tab switching. No post-call memory gaps.

Real-time conversation summarization during active calls and chats
AI-generated response suggestions based on case context and customer sentiment
Automated knowledge article retrieval from Dynamics 365 Knowledge Base
Next-best-action recommendations for faster case resolution
Automated post-call wrap-up: case notes generated in seconds, not minutes
Sentiment tracking with real-time supervisor escalation alerts

Implementation

Live in 10–14 weeks.
Zero downtime.

SchwettmannTech's proven phased methodology minimises agent disruption with pilot rollouts, coexistence planning, and comprehensive change management. Legacy migrations from Avaya, Genesys, Five9, and Cisco complete in 12–16 weeks.

Phase 01

Discovery & Design

Weeks 1–2

Current-state audit, telephony inventory, channel prioritisation, routing strategy, integration requirements, and detailed project plan.

Call flow auditStakeholder workshopsUse-case definition

Phase 02

Build & Configure

Weeks 3–6

Tenant provisioning, Azure Communication Services setup, IVR/routing configuration, channel integrations, Copilot enablement, and D365 CRM integration.

Telephony setupRouting rulesCopilot config

Phase 03

Testing & Validation

Weeks 7–9

End-to-end UAT, call-flow testing, failover validation, security review, performance load testing, and supervisor dashboard verification.

UAT scriptsLoad testingSecurity review

Phase 04

Training & Pilot Launch

Weeks 10–11

10–20% agent pilot rollout, supervisor training, Copilot feature adoption sessions, feedback collection, and iterative tuning.

Agent trainingPilot cohortFeedback loop

Phase 05

Full Deployment & Optimisation

Weeks 12–14

Full agent migration, legacy decommission, Power BI dashboard go-live, hypercare support, and quarterly optimisation reviews.

Full rolloutLegacy decommissionHypercare 30 days

Results you can measure within 6–9 months.

Typical quantifiable impact achieved by SchwettmannTech-implemented deployments.

Reduction in Average Handle Time with Copilot summarisation

Improvement in First Contact Resolution rate

Increase in CSAT scores post-deployment

Reduction in operational costs via automation & deflection

Case Study: A mid-market insurance company with 150 agents migrated from on-premises Avaya to Dynamics 365 Contact Center. Within 12 months: 48% reduction in AHT (8.5 → 4.4 min), 38% improvement in FCR (67% → 92%), ₹10Cr annual savings, 42% increase in CSAT, and 55% contact deflection via AI chatbots. Total first-year ROI: 285%, 14-month payback.

285%

Year-1 ROI

14 mo

Payback

₹10Cr

Annual savings

150

Agents migrated

Pricing

Transparent per-agent pricing.
No hidden fees.

All plans billed annually. Volume discounts for 100+ agents. Ask about Microsoft MACC and existing EA agreement pricing.

Essential

Contact Center Essential

^$75_/agent/mo

Billed annually · Voice + digital channels

✓ Cloud telephony with IVR
✓ Skills-based routing
✓ Digital channels (chat, SMS, social)
✓ Basic Copilot assistance
✓ Call recording & monitoring
✓ Standard analytics

Get Started

How D365 Contact Center stacks up.

An honest side-by-side with leading CCaaS alternatives commonly deployed in India.

Feature	D365 Contact Center	Genesys Cloud	Five9	Avaya (On-Prem)
Microsoft Copilot AI Assist	✓ Native	3rd-party add-on	Add-on	✗
Azure + Teams integration	✓ Built-in	API required	API required	✗
D365 CRM unified desktop	✓ Native	Connector required	Connector required	✗
Power BI included	✓ Included	Separate	Separate	✗
Copilot Studio bots	✓ Included	Separate product	Separate product	✗
Cloud telephony (no PBX)	✓ Azure Comms	✓	✓	On-prem only
Microsoft EA pricing leverage	✓ Yes	✗	✗	✗
Workforce Engagement Mgmt	✓ Premium plan	✓	Add-on	Separate

Industries

Built for your industry,
out of the box.

Pre-configured routing rules, compliance frameworks, and Copilot knowledge templates tailored to your sector.

Financial Services

PCI · FINRA · SOC 2

Healthcare & Life Sciences

HIPAA · PHI Controls

Retail & E-Commerce

Order Management · Returns

Telecommunications

High-Volume · Self-Service

Travel & Hospitality

Reservations · Concierge

Energy & Utilities

Field Dispatch · Outage

Manufacturing

Dealer Networks · B2B

Public Sector

FedRAMP · Accessibility

What Teams Say

Trusted by teams who move fast.

"We went from 8.5-minute average handle times to 4.4 minutes in under six months. Copilot's real-time suggestions were the game-changer — agents stopped hunting for answers and started solving problems."

David M.

VP Customer Operations · Insurance, 150 agents

"SchwettmannTech had us live in 12 weeks with zero downtime. The phased rollout meant our agents barely noticed the transition — but within 30 days they were asking why we hadn't switched sooner."

Sarah L.

Director of CX Technology · Regional Bank

"The Power BI dashboards alone saved my team 10 hours a week in manual reporting. Now we see every queue, every agent, every sentiment score — in real time. It completely changed how we manage the floor."

James K.

Contact Center Manager · Healthcare Network

FAQ

Common questions.
Straight answers.

Dynamics 365 Customer Service manages cases, knowledge base, and SLAs. Contact Center adds enterprise CCaaS capabilities: cloud telephony, IVR, ACD, call recording, supervisor dashboards, workforce management, and quality monitoring. Most organisations use both — Customer Service for case management, Contact Center for voice/telephony operations.

Three models: (1) Azure Communication Services — Microsoft's cloud PSTN, simplest to deploy; (2) Direct Routing — bring your own carrier via SBC; (3) Third-party CCaaS — use Genesys, Five9, NICE, or Talkdesk for telephony while leveraging Dynamics 365 unified desktop. Most customers choose Azure Communication Services or Direct Routing to leverage existing carrier contracts.

Standard deployments (50–200 agents, voice + 2–3 digital channels) take 10–14 weeks. Small deployments (25–50 agents) can complete in 8–10 weeks. Large enterprise (500+ agents, complex WFM/QM, multi-site) may extend to 16–20 weeks. Legacy number porting and carrier coordination can add 2–4 weeks.

Absolutely. SchwettmannTech has migration experience from on-premises (Avaya, Cisco, Genesys PureConnect) and cloud CCaaS platforms (Genesys Cloud, Five9, NICE CXone, Talkdesk, Amazon Connect). Our methodology includes coexistence planning, carrier number porting, data migration, phased agent rollout, and legacy decommissioning — typically 12–16 weeks with zero customer-facing downtime.

Built on Microsoft Azure's enterprise compliance framework: PCI-DSS (pause/resume recording during card input), HIPAA (BAA available, encrypted recordings), GDPR/CCPA (DSAR automation, right-to-be-forgotten workflows), SOC 2 Type II, FedRAMP, and FINRA. RBAC controls and automatic deletion minimise audit risk.

Yes. Three outbound modes: Preview dialing (agent reviews before dial), Progressive dialing (auto-dials on agent availability), Predictive dialing (algorithm minimises idle time). Features include DNC list management, recording disclosure, and time-zone-aware dialing. Integrates with D365 Sales and Marketing for targeted campaigns.

Yes. Multi-region telephony (local PSTN in 60+ countries), data residency controls (Azure region selection), multilingual Copilot and IVR (100+ languages), follow-the-sun routing, and regional compliance (GDPR, LGPD, POPIA, PDPA). All managed from one Control Center dashboard.

Transform your contact center in 12 weeks.

Book a free 60-minute CCaaS assessment with a SchwettmannTech specialist. We'll map your current state, identify quick wins, and build a deployment roadmap — at no cost.

Book Free Assessment → Explore Capabilities

Every call resolved.Faster than ever.

Copilot-first.Customer-obsessed.