Partner with Transparity to unlock the full potential of Dynamics 365 Contact Centre
As a trusted Dynamics 365 Contact Centre partner, Transparity empowers organisations to transform their customer service. We help you implement seamless, multichannel experiences, harnessing intelligent automation and AI to reduce call volumes and wait times. With a unified view of customer data across every interaction, Microsoft Dynamics contact centre provides actionable insights and advanced tools that help drive efficiency and exceptional service at scale.
Transparity, as a Modern Work partner with a direct relationship to Microsoft, can leverage funding to aid you in your transformations.
Dynamics 365 Contact Centre is a Microsoft cloud-based solution that helps organisations manage customer interactions efficiently across multiple channels, such as voice, chat, email, and social media. Thanks to robust reporting and analytics, Quality Assurance and Business Analysis teams can easily access clear data and concise reports, gaining valuable insights into utilisation and performance.
Whether seamlessly integrating with existing customer relationship management (CRM) systems or utilising the built-in CRM and Case Management functionality, it leverages intelligent automation and AI to streamline communication, boost agent productivity, and enhance the overall customer experience. View an interactive demo here: Contact Centre.
Connect with your customers wherever they are, whether through voice, chat, email, or social platforms. Deliver a consistent and convenient support experience on every channel, ensuring your service adapts to your customers, not the other way around.
Harness the power of intelligent automation and AI-driven virtual agents to offer quick self-service solutions, easing the burden on your team. Gain a unified, real-time overview of all customer interactions, empowering staff with personalised insights for truly tailored service.
Optimise every customer engagement with cutting-edge features such as conversation summaries, IVR, sentiment analysis, live transcriptions, and AI-powered translations. Integrate seamlessly with Microsoft Teams and access actionable analytics, custom dashboards, and comprehensive reporting to monitor and boost performance.
Provide your customer service teams with robust coaching and training resources to ensure every interaction meets the highest standards. By investing in agent development, organisations can deliver consistent, high-quality service while cultivating expertise and job satisfaction.
“Transparity outperformed their competitors during the selection process we undertook to choose a Supplier to help us deliver Microsoft Teams, and I was delighted that the high standards they set in the early stages were maintained throughout the project. Having consistent, accessible, high quality support across technical and non-technical roles was invaluable and a major contributor to a successful project. I would engage Transparity for other relevant work that may arise in the future and would encourage others to do the same.”
Unlock the full advantages of Dynamics Contact Centre by seamlessly integrating it with your existing CRM platforms, such as Salesforce, Hubspot, and more. This unified approach allows your organisation to extend familiar functionalities while enhancing your customer engagement capabilities, ensuring a smooth transition and maximising productivity. Empower your teams to work with tools they know and trust, all within a connected environment that supports scalable growth and exceptional customer experiences.
Integrate your Dynamics CRM with Dynamics Contact Centre for a unified customer engagement experience. This connected platform streamlines communication and case management, allowing teams to access real-time customer information and manage inquiries efficiently. With built-in CRM and case management tools, your staff can deliver fast, personalised support, boosting productivity and consistency. Every interaction is informed and seamless, ensuring your customers benefit from excellent service across all channels.
Transparity’s Digital Workplace team helps organisations unlock the full potential of Microsoft 365, creating secure, modern, and collaborative environments. From Teams and SharePoint to Viva and Intune, we deliver tailored solutions that boost productivity and engagement.
With built-in security, expert guidance, and user-focused adoption support, we ensure long-term value. As a trusted Microsoft Solutions Partner with 200+ Microsoft-certified experts, we help you build a digital workplace that’s ready for the future.
In this on-demand webinar, you’ll learn how to kickstart your Microsoft 365 Copilot journey with guidance on crafting a successful deployment and adoption strategy.
Discover how clients have saved valuable time and achieved significant returns on investment, hear success stories from companies like Mace Group, and explore advanced topics such as Business Process Automation through AI Agents with insights from Microsoft experts.
As your trusted contact centre partner, Transparity delivers a seamless path to modernising your customer engagement. Our end-to-end services span from evaluating your current contact centre environment to designing and implementing tailored Contact Centre solutions. Every stage is carefully coordinated to fit your organisation’s requirements, empowering you with robust, scalable tools for unified communications and outstanding customer service.
We deliver in-depth assessments to prepare your organisation for adopting Dynamics 365 Contact Centre. Our specialists analyse your current customer engagement platforms and processes, providing strategic insights and clear recommendations to optimise your transition to Dynamics 365 Contact Centre.
Our journey starts with a thorough exploration of your existing contact centre infrastructure and customer experience workflows. We then move into design, crafting a tailored Dynamics 365 Contact Centre solution that aligns with your business objectives and customer service goals.
Successful adoption is at the heart of every transformation. We guide your team through every step, from planning change management strategies to engaging and educating staff. Our methods ensure your organisation is ready to embrace Microsoft Dynamics Contact Centre with minimal disruption and maximum enthusiasm.
During this phase, our technical team configures and deploys Dynamics 365 Contact Centre to fit your specific requirements. We implement integrations with your CRM and communication channels, ensuring the solution is robust, scalable, and future-ready.
Once implemented, we rigorously test all features and workflows in your Dynamics 365 Contact Centre solution. Collaborating closely with your stakeholders, we verify that the system delivers on your expectations and is ready for real-world customer interactions.
Empowering your agents is key to delivering exceptional customer experiences. We offer interactive, expert-led training sessions on Microsoft Dynamics Contact Centre, ensuring your team develops the skills and confidence to fully utilise the platform’s capabilities.
After training, we initiate a pilot phase where selected users test your Dynamics 365 Contact Centre solution in live scenarios. This User Acceptance Testing allows us to gather feedback, fine-tune performance, and ensure the system meets the needs of your agents and customers alike.
Finally, we coordinate a seamless migration to Dynamics 365 Contact Centre. Our team manages the transition of your contact data, user accounts, and integrations, providing dedicated support so your go-live is smooth and your organisation is set to deliver outstanding customer service from day one.
Microsoft Dynamics 365 Contact Centre is a cloud-based solution designed to help organisations manage their customer interactions across multiple channels, such as phone, email, chat, social media, and more. It integrates seamlessly with other Dynamics 365 applications, providing a unified view of customer data and empowering agents to deliver personalised service.
Dynamics 365 Contact Centre is designed for organisations of all sizes across various industries. Whether you have a small support team or a large, global contact centre, the solution can be tailored to your needs.
Yes, Dynamics 365 Contact Centre supports integration with a wide range of third-party applications and services via APIs and connectors, enabling you to extend its functionality to fit your business processes.
The platform offers extensive customisation options, including workflows, agent scripts, reporting dashboards, and automated processes. You can tailor the contact centre to match your organisation’s branding and operational requirements.
AI capabilities include sentiment analysis, real-time suggestions for agents, intelligent routing, automated responses for common queries, and forecasting tools for workforce planning.
Absolutely. The platform’s automation features enable you to automate repetitive tasks like ticket creation, follow-ups, data entry, and even customer engagement through virtual agents or chatbots.
Licensing is flexible and based on user or agent seats, with different tiers depending on required features. Transparity can utilise our broad experience to advise on the best licensing model for your needs.
