Authorised Microsoft Partner · Nigeria
The Copilot-First
Cloud Contact Center
for Every Channel.
Dynamics 365 Contact Center is Microsoft's standalone, Copilot-first cloud contact center — infusing generative AI across every engagement channel, from self-service IVR to live agent assistance, wrap-up and reporting. Built for any CRM. Designed for enterprise scale.
✅ Works with any CRM — not just Dynamics 365
✅ Copilot AI across every channel
✅ Forrester-verified ROI
🤖 Copilot-First Contact Center
Live Contact Center Dashboard
1,240
Interactions Today
68%
AI Containment Rate
94%
CSAT Score
Voice — Copilot coaching live
Copilot Active
Chat — AI self-service handling
IVR Bot
WhatsApp — Resolved by Copilot
Auto-Resolved
Email — Copilot draft ready
Draft Ready
📊
Forrester: 323% ROI3-year Total Economic Impact
20%
Reduction in Handling Time (Lenovo)
323%
ROI — Forrester TEI Study 2025
90%
First Call Resolution (Hype)
40%
Discount available until June 2026
Core Capabilities
Every Contact Center Capability.
AI Built Into Every Layer.
AI Built Into Every Layer.
Dynamics 365 Contact Center is built from the ground up for scalability, reliability and security — infusing Copilot generative AI across self-service, agent-assisted service and operations.
🌐
Omnichannel Engagement
Connect and engage customers across voice, live chat, SMS, email, WhatsApp, social media and Microsoft Teams — all in a single, unified agent workspace. Every channel benefits from intelligent unified routing, full conversation history and embedded Copilot assistance — regardless of which channel the customer uses.
Channels
🤖
Conversational IVR — Copilot Studio
Deploy next-generation conversational IVRs powered by Microsoft Copilot Studio — enabling customers to self-serve using natural language voice commands. Sophisticated AI deflection increases containment rates, improves customer satisfaction and significantly reduces the cost per contact by resolving routine queries before an agent is needed.
Self-Service
🔀
Intelligent Unified Routing
AI-driven unified routing steers every incoming interaction to the agent best suited to help — based on skills, capacity, language, priority and real-time availability. Intent-based routing analyses customer intent before the conversation even begins — dramatically improving first-contact resolution rates and reducing misrouted interactions.
Routing
📞
Native Voice Channel (Azure ACS)
Built on Azure Communication Services — Dynamics 365 Contact Center brings enterprise-grade telephony natively into the platform with no third-party CTI required. Real-time AI transcription, Copilot suggestions during live calls, call recording, sentiment analysis and post-call analytics are all included out of the box.
Voice
📊
Supervisor & Operations Analytics
Supervisors get a real-time 360-degree view of contact centre operations — queue health, agent utilisation, SLA compliance, CSAT trends and conversation sentiment. The Quality Evaluation AI Agent automatically scores every interaction. Historical reports integrate with Power BI for executive-level contact centre intelligence.
Analytics
🔌
CRM-Agnostic Extensibility
Unlike traditional contact centre solutions, Dynamics 365 Contact Center works with your existing CRM — Salesforce, ServiceNow, SAP, custom apps or Dynamics 365 — via client-side and server-side integrations. Organisations adopt next-generation AI capabilities without ripping out existing CRM investments.
Extensibility
👥
Microsoft Teams Voice Extensibility
Integrate Dynamics 365 Contact Center with Microsoft Teams Phone for a unified voice infrastructure. Agents and supervisors collaborate in real time via Teams — escalating calls, consulting subject matter experts and managing complex interactions without leaving the contact centre workspace.
Collaboration
🔒
Enterprise Security & Compliance
Built on Microsoft Azure with 99.9% uptime SLA, data residency across 60+ regions, ISO 27001, SOC 2 Type II, GDPR and NDPR-ready compliance controls. Role-based access, full audit trails and encrypted data at rest and in transit protect every customer interaction.
Security
📱
Digital Messaging & Social Channels
Manage WhatsApp Business, Facebook Messenger, Twitter/X, Instagram and SMS conversations as trackable, routed interactions within the unified agent workspace — with the same Copilot assistance, SLA tracking and analytics applied to every digital message.
Digital
Microsoft Copilot — AI Across Every Touchpoint
Generative AI from Self-Service
to Agent to Supervisor.
to Agent to Supervisor.
Copilot in Dynamics 365 Contact Center is not a bolt-on AI feature — it's embedded across the entire contact centre workflow. From the moment a customer interacts to the final wrap-up note, Copilot is working.
🗣️
AI Self-Service — Copilot Studio IVR
Copilot Studio powers conversational voice and digital self-service bots that understand natural language, resolve routine queries autonomously and seamlessly escalate to human agents with full conversation context when needed.
💬
Real-Time Agent Assistance
During live voice and chat interactions, Copilot provides real-time suggestions — surfacing relevant knowledge articles, recommending next-best responses and flagging sentiment changes — so agents focus on the customer, not on searching.
📝
Conversation Summaries & Wrap-Up
After every interaction, Copilot generates a complete conversation summary and resolution note in one click — eliminating manual after-call work and ensuring consistent, accurate records are captured every time.
📧
Contextual Email & Chat Drafting
Copilot gathers knowledge from internal and external sources to draft contextual responses for email and chat conversations. Agents review, edit and send — reducing response time from minutes to seconds.
📊
Supervisor Insights & Quality Scoring
The Quality Evaluation AI Agent automatically scores every interaction against defined criteria. Supervisors receive proactive alerts on at-risk queues, SLA breaches and agent performance anomalies — before they impact CSAT.
KF
Kingsway Finance — Voice Call
📞 Voice · 3m 42s · Transcribing
● Live
"...we've been trying to process the bulk payment for three days. Our entire payroll depends on this. We need this resolved now before end of business today..." — Customer (sentiment: Frustrated)
🤖 Copilot — Real-Time Assistance
Sentiment: Frustrated — escalation path recommended
Issue identified: Bulk payment API timeout — known KB article #8821
Suggested response: "I understand urgency. Initiating emergency override — batch will process within 30 minutes."
Similar case resolved by: Fatima A. in 8 mins — assign now?
Use Suggested Response
Escalate to Supervisor
Open KB #8821
Deployment Options
Standalone or Embedded.
Works With Your CRM.
Works With Your CRM.
Dynamics 365 Contact Center is the first enterprise contact centre designed to work with any CRM — giving you AI-first capabilities without disrupting existing investments.
Standalone
🔌
Contact Center + Your CRM
Deploy Dynamics 365 Contact Center as a standalone solution on top of your existing CRM — Salesforce, ServiceNow, SAP, custom apps or any other system — via client-side and server-side integrations.
- Full Copilot AI across all channels
- Intelligent unified routing
- Conversational IVR via Copilot Studio
- Native voice channel (Azure ACS)
- No CRM replacement required
- Preserve existing CRM investment
Embedded — Recommended
🔷
Contact Center + Dynamics 365 CS
The most powerful deployment — embed Contact Center within Dynamics 365 Customer Service for the deepest Copilot integration, unified customer data via Dataverse and the full Microsoft 365 ecosystem.
- All Standalone capabilities included
- Full Copilot integration with D365 CS
- Unified customer data via Dataverse
- Teams collaboration embedded
- Power Platform extensibility
- Four autonomous AI Agents included
Industry Solutions
Copilot-Powered Contact Centres
for Your Sector.
for Your Sector.
Excellium configures Dynamics 365 Contact Center with industry-specific IVR flows, routing rules, Copilot customisation and CRM integration for your sector.
🏦
Banking & Financial Services
Intelligent IVR for account enquiries, fraud reporting and loan applications. Compliant call recording, Copilot-assisted responses for regulated communications, real-time agent guidance for complex financial queries and full audit trails for CBN compliance.
IVR Self-ServiceCompliant RecordingCBN Audit TrailsReal-Time Coaching
🛍️
Retail & E-Commerce
High-volume omnichannel engagement across voice, chat and WhatsApp. AI-powered order status IVR, Copilot-drafted returns responses, sentiment-triggered escalation for frustrated customers and Power BI dashboards tracking channel performance.
Order IVRWhatsApp RoutingSentiment EscalationChannel Analytics
📞
Telecoms & Technology
Enterprise contact centre for high-volume operations — intelligent skill-based routing, Copilot Studio IVR for tier-1 technical deflection, Quality Evaluation AI Agent scoring every call and real-time supervisor dashboards across all agent teams.
Skill-Based RoutingAI Tier-1 DeflectionQuality AI ScoringSupervisor Dashboards
🏥
Healthcare
Patient appointment booking via conversational IVR, multilingual voice and chat support, HIPAA-aware data handling, Copilot-guided triage for clinical enquiries and seamless escalation from AI bot to live clinical agent with full conversation context.
Appointment IVRMultilingual SupportHIPAA ControlsClinical Escalation
🏛️
Public Sector
Citizen service contact centre with intelligent routing across departments, accessibility-compliant IVR, multilingual Copilot Studio bots for self-service and Power BI dashboards delivering real-time citizen service KPIs to management.
Multi-Dept RoutingAccessibility IVRMultilingual BotsService KPI Dashboards
🏭
Manufacturing & B2B
Dealer and distributor support with intelligent routing, Copilot-assisted technical troubleshooting, Teams escalation to product engineering, knowledge harvesting from resolved cases and integration with field service for on-site dispatch.
Dealer SupportTechnical TroubleshootingTeams EscalationField Service Link
The Excellium Approach
Enterprise Contact Centre.
Delivered Right.
Delivered Right.
Excellium's structured implementation methodology ensures your Dynamics 365 Contact Center goes live on time — with Copilot AI configured, IVRs built, channels connected and agents trained.
01
Discovery & Architecture
We assess your current contact centre, channel volumes, IVR requirements, CRM environment, SLAs and team structure to design your D365 Contact Center architecture.
02
Build & Integration
We configure unified routing, Copilot Studio IVRs, all omnichannel integrations, voice channel, agent workspace and CRM/Microsoft 365 integrations — standalone or embedded.
03
Testing & Training
Full contact centre simulation testing, Copilot coaching sessions for agents and supervisors, playbooks and parallel run before go-live — zero disruption to existing operations.
04
Optimise & Scale
Dedicated account manager, Copilot AI tuning, release wave briefings, IVR expansion and priority support as your contact centre volumes and capabilities grow.
Client Stories
Results That Speak.
★★★★★
"Excellium deployed Dynamics 365 Contact Center on top of our existing CRM — no CRM replacement, no disruption. The Copilot Studio IVR deflects 62% of our inbound calls automatically. Our agents now only handle complex, high-value interactions. Handling time dropped 20% in 10 weeks."
AK
Adaeze Kalu
Contact Centre Director · Finova Microfinance
★★★★★
"The CRM-agnostic deployment was the deciding factor. We run Salesforce and had no interest in switching. Excellium integrated D365 Contact Center seamlessly — we gained Microsoft Copilot, Teams voice extensibility and enterprise IVR without touching our CRM at all."
TO
Tunde Okonkwo, Esq.
CIO · Okonkwo Group
★★★★★
"Real-time Copilot assistance during live calls is something our agents now can't imagine working without. It surfaces the right answer before they've finished searching — our first call resolution went from 74% to 91% in the first two months post-implementation."
MB
Miriam Bassi
Contact Centre Director · Sterling Group
FAQ
Frequently Asked Questions.
Everything you need to know about Dynamics 365 Contact Center and Excellium's implementation approach.
What is Dynamics 365 Contact Center and how is it different from D365 Customer Service?
+
Dynamics 365 Contact Center is Microsoft's standalone, Copilot-first cloud contact centre solution — purpose-built for omnichannel engagement at enterprise scale. Unlike Dynamics 365 Customer Service (which is a comprehensive case management and support platform), Contact Center focuses specifically on the contact centre workflow: voice, digital channels, IVR, intelligent routing, agent workspace and operations analytics. Crucially, Contact Center is CRM-agnostic — it works with Salesforce, ServiceNow, SAP or any CRM, not just Dynamics 365. The two products can also be deployed together for the most complete Microsoft-powered service experience.
Does Dynamics 365 Contact Center work with our existing CRM (e.g. Salesforce)?
+
Yes — this is one of Dynamics 365 Contact Center's most significant competitive advantages. It is specifically designed for CRM-agnostic deployment. Microsoft provides both client-side and server-side integration frameworks that connect Contact Center to Salesforce, ServiceNow, SAP, custom apps and virtually any CRM. Your organisation gains enterprise Copilot AI, intelligent IVR, unified routing and voice channel capabilities without replacing your existing CRM investment — making it uniquely accessible for businesses already on non-Microsoft platforms.
What is the Copilot Studio IVR and how does it improve self-service?
+
Copilot Studio powers the conversational IVR in Dynamics 365 Contact Center. Unlike traditional DTMF (press 1 for...) systems, Copilot Studio IVRs understand natural language — customers speak naturally and the AI understands intent, resolves routine queries autonomously and hands off to human agents with full conversation context when escalation is needed. This dramatically increases containment rates (the percentage of calls resolved without a human agent), reduces cost per contact and improves customer satisfaction by eliminating frustrating menu navigation.
What channels are supported in Dynamics 365 Contact Center?
+
Dynamics 365 Contact Center supports voice (built on Azure Communication Services), live chat, SMS, email, WhatsApp Business, Facebook Messenger, Twitter/X, Instagram, Microsoft Teams and custom channels via extensibility. All channels are managed within a single unified agent workspace with the same intelligent routing, Copilot assistance, SLA tracking and analytics applied consistently — regardless of which channel the customer uses to reach you.
How does Copilot assist agents during live voice calls?
+
During live voice interactions, Copilot provides real-time assistance on the agent's screen — transcribing the conversation as it happens, detecting customer sentiment, surfacing relevant knowledge articles and suggesting next-best responses and actions. After the call, Copilot generates a complete conversation summary and resolution wrap-up in one click, eliminating manual after-call work. Supervisors can also monitor Copilot's suggestions and sentiment scores across their entire team in real time from the supervisor dashboard.
What is the Forrester TEI study and what ROI did it find?
+
Microsoft commissioned Forrester Consulting to conduct a Total Economic Impact (TEI) study on Dynamics 365 Contact Center with Teams Phone Extensibility (2025). The study found a projected 323% ROI over three years for a composite organisation based on interviewed customers. Key benefits included reduced handling time (as demonstrated by Lenovo's 20% reduction), improved agent productivity through Copilot assistance, reduced IVR infrastructure costs and faster onboarding of new agents. Excellium can provide the full Forrester study on request.
How long does implementation take?
+
Standard Dynamics 365 Contact Center implementations by Excellium run 8–14 weeks for a full deployment — covering channel configuration, Copilot Studio IVR build, unified routing setup, agent workspace, CRM integration, Power BI dashboards and agent training. Standalone deployments on non-Microsoft CRMs may require additional integration scoping. The embedded deployment with Dynamics 365 Customer Service typically adds 2–4 weeks for the D365 CS configuration. Excellium includes Copilot AI coaching for agents and supervisors in every engagement.
What is the pricing for Dynamics 365 Contact Center?
+
Dynamics 365 Contact Center is licensed per concurrent session or per named user depending on your deployment model. Microsoft is currently offering a 40% discount from October 2025 through June 2026 via enterprise and CSP channels. Pricing varies between the standalone deployment (Contact Center only) and the embedded deployment (Contact Center + Dynamics 365 Customer Service). Excellium provides a tailored licensing analysis, volume pricing advisory, local Naira billing support and an ROI modelling session before any commitment — contact us for a personalised quote.
Ready to Build a Contact Centre
That Actually Uses AI?
Dynamics 365 Contact Center brings Copilot-first AI to every channel — voice, chat, WhatsApp and beyond — without replacing your CRM. Excellium deploys it right, the first time.