Contact Centre

Core Contact
Center

Feature	Functional Description	Technical Description
Unified Contact Center Platform	Deliver a single, integrated cloud contact center experience across voice and digital channels.	Built on Dataverse, Azure, and Dynamics 365 with native CCaaS components.
Omnichannel Routing	Route customer interactions intelligently across voice and digital channels.	Unified routing engine using skills-based, rule-based, and AI-based routing.
Queue Management	Distribute interactions across teams and agents efficiently.	Queue and work item entities with routing rules and prioritization.

Channels
– Voice

Feature	Functional Description	Technical Description
Voice Calling	Handle inbound and outbound customer calls.	Azure Communication Services (ACS) with PSTN connectivity.
Interactive Voice Response (IVR)	Provide self-service and guided call flows.	Graphical IVR designer using Power Virtual Agents / Copilot Studio.
Call Recording	Record calls for quality, compliance, and training.	Azure-based call recording with secure storage and access controls.

Channels
– Digital

Feature	Functional Description	Technical Description
Live Web Chat	Engage customers through real-time chat on websites and portals.	Embedded chat widgets connected to Omnichannel for Customer Service.
SMS & Messaging	Support SMS and digital messaging channels.	Persistent messaging via Omnichannel channel integrations.
Social & Messaging Apps	Engage customers on WhatsApp, Facebook Messenger, and similar channels.	Channel adapters integrated with Dataverse conversations.

Agent
Experience

Feature	Functional Description	Technical Description
Unified Agent Desktop	Provide agents with a single workspace for all interactions.	Customer Service Workspace with session-based and tabbed UI.
Contextual Customer View	Present customer and interaction history in real time.	Dataverse data surfaced via forms, timelines, and panels.
Knowledge-Assisted Support	Suggest articles and guidance during interactions.	Knowledge Base integration with AI-powered relevance scoring.
Next Best Action	Guide agents with recommended steps.	AI insights and configurable rules surfaced in the agent UI.

Supervisor
Tools

Feature	Functional Description	Technical Description
Real-Time Monitoring	Monitor live queues, interactions, and agent status.	Real-time dashboards using Dataverse and embedded analytics.
Quality Management	Review recorded calls and agent performance.	Call recordings linked to conversations with evaluation workflows.
Workforce Performance Tracking	Measure agent productivity and service levels.	KPI tracking using Dataverse and Power BI.

AI &
Copilot

Feature	Functional Description	Technical Description
AI-Powered Virtual Agents	Automate customer interactions using conversational bots.	Microsoft Copilot Studio integrated with contact center channels.
Conversation Summarization	Automatically summarize customer interactions.	Azure AI services generating summaries stored in Dataverse.
Sentiment Analysis	Detect customer emotion during conversations.	Cognitive Services analyzing voice and text signals.

Self‑
Service

Feature	Functional Description	Technical Description
Customer Self-Service	Enable customers to resolve issues without agents.	Virtual agents, IVR self-service, and knowledge integration.

Analytics
& Insights

Feature	Functional Description	Technical Description
Contact Center Analytics	Analyze volume, wait time, abandonment, and resolution metrics.	Embedded Power BI dashboards connected to Dataverse.
Speech & Text Analytics	Extract insights from calls and chats.	Azure AI speech-to-text and text analytics services.
Historical Reporting	Review trends and performance over time.	Dataverse historical data with Power BI reports.

Collaboration

Feature	Functional Description	Technical Description
Microsoft Teams Integration	Collaborate internally on customer interactions.	Native Teams integration using Microsoft Graph APIs.

Integration

Feature	Functional Description	Technical Description
CRM Integration	Seamlessly integrate with Dynamics 365 Customer Service and Sales.	Native Dataverse integration with shared data model.
Third-Party Systems	Connect to external CRM, ERP, or ticketing systems.	REST APIs, webhooks, Azure Service Bus, and connectors.

Automation

Feature	Functional Description	Technical Description
Power Automate	Automate follow-ups, escalations, and notifications.	Cloud flows triggered by interaction and case events.

Security
&
Compliance

Feature	Functional Description	Technical Description
Role-Based Security	Control access to interactions and recordings.	Dataverse security roles and field-level security.
Compliance & Data Protection	Support regulatory and data retention requirements.	Microsoft cloud compliance, auditing, and encryption.

Mobility

Feature	Functional Description	Technical Description
Agent Mobility	Enable agents to work remotely from any device.	Browser-based agent desktop with cloud telephony support.

Extensibility

Feature	Functional Description	Technical Description
Custom Configuration	Adapt the contact center to business needs.	Dataverse extensibility, custom tables, and UI customization.