Modern, Scalable digital solutions built for evolving market demands
Seamless deployment with expert guidance from planning to launch
Proactive monitoring, maintenance, and support.
Seamless deployment with expert guidance from planning to launch
Powercret is a Microsoft Dynamics 365 Contact Center implementation partner helping organizations deliver AI-powered customer engagement, intelligent routing, omnichannel support, and Copilot-assisted service experiences.
Voice, Live Chat, Email, SMS, Social Messaging, IVR/Bots
Unified Routing, Skills-Based, Queue Management, Overflow
Agent Assist, Call Transcription, Sentiment Analysis, Knowledge Surfacing, Copilot Studio Bots
Azure Communication Services, Dataverse, Microsoft Teams, Power BI
Leverage Microsoft Dynamics 365 Contact Center to unify voice, chat, messaging, AI-powered routing, omnichannel engagement, and customer service analytics in one platform.
Azure Communication Services-powered telephony backbone with seamless voice, routing, and Microsoft Teams integration.
Unified management of chat, email, SMS, and social interactions within a single agent workspace.
An AI-driven routing engine that assigns interactions based on skills, priority, and real-time conditions.
AI-powered assistance embedded in the agent workspace for faster and smarter resolutions.
Real-time voice insights to monitor quality, risk, and customer experience.
Advanced analytics and reporting to provide real-time operational visibility.
Structured knowledge system that powers accurate and consistent agent responses.
Automated feedback collection to measure and improve customer satisfaction.
Customer interactions across voice, chat, email, SMS, and social channels are captured in a unified engagement layer.
Intelligent routing analyses intent, sentiment and agent skills to accurately route the interaction.
Copilot Studio manages self-service or routes to live agent with context pre-populated
Copilot Studio bots handle routine queries or seamlessly escalate to live agents with full context.
Integrate Microsoft Dynamics 365 Contact Center with Teams, Outlook, Power BI, telephony providers, CRM systems, and business applications to create a unified customer engagement platform.
Connect interactions with case management to ensure seamless issue tracking and resolution workflows.
Enable voice infrastructure and real-time collaboration using Teams Phone and Direct Routing.
Provide real-time dashboards and performance insights across KPIs like CSAT, AHT and FCR.
Build intelligent IVRs and chatbots with seamless bot-to-agent handover & automation.
Power voice, SMS, and calling capabilities with a scalable, cloud-native telephony backbone.
Copilot-driven automation generates summaries, action items, and follow-ups to improve agent productivity.
| Evaluation Factor | D365 Contact Center | Standalone CCaaS Platforms |
|---|---|---|
| Integration with Microsoft Ecosystem | Native integration with Microsoft Teams, Dataverse, and Power Platform | Requires connectors, APIs, and additional integration effort |
| Data & Customer Context | Real-time unified data across Dynamics 365 and Microsoft stack | Data silos with delayed syncing and fragmented visibility |
| AI & Copilot Capabilities | Built-in Microsoft Copilot for real-time assist, summaries, and automation | Relies on third-party AI tools and additional licensing |
| Omnichannel Experience | Dynamics 365 omnichannel voice, chat, SMS, and social in one platform | Channels managed across multiple disconnected systems |
| Implementation & Scalability | Expert D365 Contact Centre consulting for quicker implementation | Complex, time-consuming implementation projects |
| Migration & Modernization | Smooth contact center migration to Microsoft, including Avaya or legacy systems | High switching complexity with limited migration support |
| Collaboration & Productivity | Microsoft Teams contact center integration enables real-time collaboration | Limited collaboration, often outside core platform |
| Cost & Licensing Model | Consolidated Microsoft licensing across AI, telephony, and analytics | Multiple vendors with separate costs for AI, bots, and reporting |
Microsoft’s cloud-native contact centre solution, Dynamics 365 Contact Centre, is a complete CCaaS platform, combining voice telephony via Teams Phone, digital channels (chat, email, WhatsApp, SMS), AI-powered intelligent routing, real-time Copilot assistance for agents and supervisor management tools. It comes with out-of-the-box integration with Dynamics 365 Customer Service and the Microsoft ecosystem.
Yes. Dynamics 365 Contact Center is a full CCaaS replacement for on-premise and cloud telephony platforms, including Avaya, Genesys, Cisco, and NICE inContact. Powercret manages the migration planning, number porting, agent training, and go-live cutover.
Copilot listens and transcribes every call or chat and surfaces real-time recommendations, including suggested responses, knowledge articles, case summaries, and next actions, within a side panel in the agent workspace. Before enabling Copilot in production, Powercret configures it using your knowledge base and call taxonomy.
Yeah. Dynamics 365 Contact Centre is built to work natively with Microsoft Teams Phone, using Teams as the underlying voice infrastructure. Powercret configures Direct Routing or Microsoft Calling Plans to fit your telephony architecture and geographic requirements.
With voice, two digital channels, intelligent routing and Copilot, a baseline implementation will normally take 14-20 weeks. Complexity increases with more channels, scope for legacy telephony migration and custom IVR needs. Powercret offers a scoped estimate following a contact centre assessment.
