Authorised Microsoft Partner · Nigeria
Enterprise Support Powered
by Microsoft AI.
Personalised at Scale.
Dynamics 365 Customer Service is Microsoft's enterprise-grade cloud support platform — delivering faster, more personalised and consistent customer experiences through generative AI, Copilot, advanced case routing and seamless Microsoft 365 integration across every service channel.
✅ Gartner Leader — CRM Customer Engagement 2025
✅ Microsoft 365 native integration
✅ Copilot AI on every case
🏆 Gartner Magic Quadrant Leader 2025
Live Case Dashboard · Today
312
Active Cases
96%
First Contact Res.
89%
CSAT Score
Case #5821 — Copilot drafting reply
Copilot Active
Case #5820 — Routed via AI triage
In Progress
Case #5819 — Resolution confirmed
Resolved
Case #5818 — SLA approaching
Escalated
🤖
Copilot Summarised CaseResolution note auto-generated
20%
Reduction in Handling Time
90%
First Call Resolution
40%
Productivity Gain with Copilot
#1
Gartner CRM Engagement Leader 2025
Core Capabilities
Enterprise Customer Service.
AI at Every Step.
AI at Every Step.
Dynamics 365 Customer Service uses generative AI across the entire service journey — empowering agents to resolve issues faster and giving supervisors real-time intelligence to continuously improve service quality.
📋
Unified Case Management
Create, track and resolve cases from every channel in one workspace. Service representatives see full customer context — purchase history, past interactions, account data — the moment a case opens. Improved case grids and controls (GA Oct 2024) make prioritisation and bulk actions faster than ever.
Core Service
🔀
Unified Routing & Intelligent Triage
Route every case automatically to the right agent using AI-based skill matching, capacity rules, priority scoring and queue management. Unified routing handles cases from email, chat, voice, social and messaging channels — ensuring the most qualified available agent handles every request.
Routing
📥
Omnichannel Engagement
Engage customers across email, live chat, voice, SMS, WhatsApp, social media and custom channels — all in a single, unified agent workspace. Agents switch channels without losing context. Conversation history, sentiment data and Copilot suggestions travel with every interaction.
Omnichannel
📚
Intelligent Knowledge Management
Build and maintain a rich knowledge base. Copilot surfaces the most relevant articles to agents as they work — eliminating manual searching. The Customer Knowledge Management AI Agent (GA Oct 2025) automatically identifies knowledge gaps and triggers article creation from resolved cases.
Knowledge
⏱️
SLA Management & Entitlements
Define service-level agreements by customer tier, product, region or issue priority. Automatic escalation rules, warning notifications and supervisor alerts ensure SLAs are tracked and enforced at every stage — keeping high-value customers satisfied and teams accountable.
Compliance
📊
Real-Time & Historical Analytics
Supervisors get live dashboards showing queue health, agent utilisation, SLA compliance, CSAT trends and conversation sentiment. Historical reports and Power BI integration deliver executive-level insights. Quality Evaluation AI Agent (GA Oct 2025) automatically scores interaction quality.
Analytics
🤖
AI-Powered Virtual Agents
Deploy conversational AI agents to handle tier-1 queries — answering FAQs, processing routine requests and seamlessly escalating to human agents when needed. Built on Microsoft Azure OpenAI Service for enterprise-grade reliability, accuracy and safety across all customer touchpoints.
Self-Service
👥
Microsoft Teams Collaboration
Agents collaborate with subject matter experts via embedded Microsoft Teams — without leaving the case. Request expert assistance, share case context and resolve complex issues faster through seamless Teams integration that keeps the entire Microsoft 365 ecosystem in one workflow.
Collaboration
📱
Customer Self-Service Portal
Give customers a branded Power Pages self-service portal to raise cases, track progress, search the knowledge base, access their account information and engage with your community — reducing agent workload while improving customer experience around the clock.
Self-Service
Microsoft Copilot — AI for Every Agent
Generative AI That Makes Every
Agent Your Best Agent.
Agent Your Best Agent.
Copilot in Dynamics 365 Customer Service uses generative AI to help agents resolve issues faster, handle cases more efficiently and automate time-consuming tasks — so they focus on what matters: the customer.
💬
Draft Responses & Emails
Copilot gathers knowledge from internal and external sources to draft contextual answers for email and chat conversations — agents review, edit and send in seconds instead of minutes.
📝
Case & Conversation Summaries
Generate complete case summaries and conversation transcripts in one step. Copilot captures key details, actions taken and resolution notes — eliminating manual documentation after every interaction.
🔍
Ask Copilot — Natural Language Search
Agents ask Copilot questions in plain English — "What's the resolution for this error code?" — and Copilot searches across knowledge base, past cases and external sources to surface the most relevant answer instantly.
🤖
Four Autonomous AI Agents (GA Oct 2025)
Case Management Agent, Customer Intent Agent, Quality Evaluation Agent and Customer Knowledge Management Agent now execute core service tasks — semi-autonomously and fully autonomously — directly within workflows.
📊
Proactive Copilot Insights for Supervisors
Copilot surfaces proactive prompts and insights for supervisors — flagging at-risk queues, agent performance anomalies and SLA breach predictions before they impact customers or metrics.
🤖
Microsoft Copilot — Case #5821
● AI Assistant Active
Agent
Summarise this case and draft a response to the customer.Copilot
Case Summary: Customer Kingsway Finance reports payment gateway timeout errors since 09:00 today affecting 40+ transactions. Previous case #4801 (resolved Feb 2025) had similar symptoms resolved via API key rotation.Draft Response: "Thank you for reaching out. We've identified the issue — your API credentials require rotation following our security update. I've attached the step-by-step guide and will monitor your account for the next 2 hours."
Agent
Apply suggested resolution and close with resolution note.Copilot
✅ Response sent. Resolution note generated and linked to case. Knowledge article "API Key Rotation After Security Update" flagged for review — 3 similar cases this week. Escalation to engineering recommended. Case closed.Why Dynamics 365 Customer Service
The Enterprise Platform Built
for the AI Era.
for the AI Era.
Dynamics 365 Customer Service is the only enterprise support platform natively embedded in the Microsoft ecosystem — bringing together Teams, Power Platform, Azure AI and Microsoft 365 in one unified service experience.
🏢
Native Microsoft 365 Integration
Embedded Teams collaboration, Outlook email management, SharePoint knowledge base, Power BI analytics and Azure AD security — all connected natively. No middleware, no plugins.
🔧
Power Platform Extensibility
Build custom workflows with Power Automate, extend case management with Power Apps, embed Power BI dashboards and connect 900+ apps via connectors — all without writing code.
🌍
Global Scale & Compliance
Deployed on Microsoft Azure with 99.9% SLA, data residency across 60+ regions, ISO 27001, SOC 2, GDPR and NDPR-ready compliance controls built into the platform.
🔗
Unified Customer Data via Dataverse
All customer, case and interaction data lives in Microsoft Dataverse — the shared data platform powering Dynamics 365 Sales, Finance, Field Service and Customer Insights — enabling a true 360° customer profile.
📡
Voice Channel — Built-In Contact Center
The voice channel brings telephony natively into Dynamics 365 — with call recording, AI transcription, Copilot suggestions in real time during calls and post-call analytics — no third-party CTI required.
Dynamics 365 vs Alternatives
Capability
D365 CS
Salesforce
ServiceNow
Native M365 / Teams
✓
—
—
Built-in Copilot AI
✓
Paid add-on
Paid add-on
Autonomous AI Agents
✓
✓
Limited
Voice Channel Native
✓
Add-on
Add-on
Power Platform / No-Code
✓
Salesforce Platform
—
Gartner MQ Leader 2025
✓
✓
✓
Starting price / user / mo
$50
$75+
$100+
Approximate pricing. Contact Excellium for volume and enterprise licensing.
Industry Solutions
Enterprise Support Configured
for Your Sector.
for Your Sector.
Excellium configures Dynamics 365 Customer Service with industry-specific workflows, SLAs, Copilot customisation and Microsoft ecosystem integrations for your sector.
🏦
Banking & Financial Services
Multi-channel case management for complaints, account queries and fraud reports. SLA enforcement for CBN and regulatory compliance. Copilot-assisted responses for regulated communications and full audit trails for every customer interaction.
Complaints ManagementRegulatory SLAsCopilot ResponsesAudit Trails
🏭
Manufacturing & B2B
Multi-tier customer and dealer support, field service escalation to Dynamics 365 Field Service, technical knowledge base powered by Knowledge Management AI Agent and proactive service notifications via automated workflows.
Dealer SupportField Service LinkAI Knowledge BaseProactive Alerts
🛍️
Retail & E-Commerce
High-volume omnichannel support across email, chat and WhatsApp with intelligent routing, order context from Dynamics 365 Commerce, CSAT tracking and Copilot-drafted responses that resolve order queries in under 2 minutes.
Omnichannel RoutingOrder ContextCSAT TrackingCopilot Drafts
🏥
Healthcare & Life Sciences
Patient enquiry case management, strict role-based access and data handling for HIPAA requirements, AI-assisted triage for medical queries, multilingual support and integration with patient management systems via Power Platform connectors.
Patient Case MgmtHIPAA Data ControlsAI TriageMultilingual
📞
Telecoms & Technology
High-volume contact centre operations with the native Voice Channel, AI-powered virtual agents for tier-1 deflection, real-time Quality Evaluation AI Agent scoring every interaction and Copilot surfacing resolutions during live calls.
Voice ChannelVirtual AgentsQuality AI ScoringLive Copilot
🏛️
Public Sector & Government
Citizen service case management, multi-department routing, accessibility-compliant self-service portals built on Power Pages, compliance with local data sovereignty requirements and Power BI reporting for public service KPIs.
Citizen Case MgmtMulti-Dept RoutingPower Pages PortalSovereignty Compliance
Integrations
The Microsoft Ecosystem.
Plus 900+ More Connections.
Plus 900+ More Connections.
Dynamics 365 Customer Service connects natively with the entire Microsoft stack and extends to 900+ apps via Power Platform connectors — the broadest integration ecosystem in enterprise software.
👥
Microsoft Teams
Embedded Teams collaboration lets agents consult experts, escalate cases and resolve issues without leaving the case workspace.
📊
Power BI
Native Power BI integration delivers real-time service dashboards and executive reporting embedded directly within Dynamics 365.
🔧
Power Automate
Build automation workflows — ticket routing, escalations, notifications, approvals — using 900+ connectors without writing code.
📧
Microsoft Outlook
Manage case emails directly in Outlook with full Dynamics 365 context — create cases, log interactions and apply Copilot from within your inbox.
🔷
Dynamics 365 Sales
Unified customer profile shared between Sales and Customer Service — agents see deal history, account tier and sales activity on every case.
🔧
Dynamics 365 Field Service
Escalate support cases directly to on-site field service work orders — bridging remote support and field operations without data loss.
🛒
Shopify & SAP
Connect order management, ERP and commerce platforms via Power Platform connectors for full purchase-to-support context on every case.
🔒
Azure Active Directory
Enterprise identity, MFA, conditional access and role-based permissions managed centrally via Azure AD — enterprise security at scale.
The Excellium Approach
Enterprise Implementation.
Done Right.
Done Right.
Excellium's structured Dynamics 365 Customer Service implementation methodology ensures your enterprise deployment goes live on time — with Copilot AI configured, integrated and adopted across your teams.
01
Discovery & Design
We map your support channels, case types, SLAs, team structure, Microsoft 365 environment and integration requirements to design your D365 CS architecture.
02
Configuration & Integration
We configure unified routing, Copilot, case workflows, knowledge base, omnichannel channels and integrate with Teams, Power BI, Sales and your existing enterprise systems.
03
Training & Adoption
Role-based training for agents, supervisors and admins. Copilot coaching sessions and playbooks ensure maximum AI adoption from go-live day one.
04
Ongoing Optimisation
Dedicated account manager, release wave update briefings, Copilot tuning, AI agent expansion and priority support as your customer service maturity grows.
Client Stories
Results That Speak.
★★★★★
"Excellium deployed Dynamics 365 Customer Service across our enterprise support operation. Copilot's case summaries alone save each agent 15 minutes per case. Our handling time dropped 22% in the first quarter — exactly what Microsoft's own Lenovo case study showed."
AK
Adaeze Kalu
Head of Support · Finova Microfinance
★★★★★
"The Teams integration is transformative. Our agents escalate to legal, compliance and senior management without leaving the case — resolution times for complex cases dropped from 3 days to under 6 hours. Excellium's implementation team knew every configuration detail."
TO
Tunde Okonkwo, Esq.
Managing Partner · Okonkwo & Co
★★★★★
"We run a high-volume contact centre with 80 agents. Dynamics 365 Customer Service with the Voice Channel replaced our legacy telephony entirely. Copilot's real-time suggestions during live calls are remarkable — our first contact resolution jumped to 91% in month two."
MB
Miriam Bassi
Contact Centre Director · Sterling Group
FAQ
Frequently Asked Questions.
Everything you need to know about Dynamics 365 Customer Service and Excellium's enterprise implementation approach.
What is Dynamics 365 Customer Service?
+
Dynamics 365 Customer Service is Microsoft's enterprise cloud-based customer support platform. It centralises case management, omnichannel engagement (email, chat, voice, social, WhatsApp), unified routing, knowledge management, SLA enforcement and analytics — all powered by generative AI through Microsoft Copilot. It is recognised as a Leader in the 2025 Gartner Magic Quadrant for CRM Customer Engagement Center and is used by enterprises globally to deliver faster, more personalised and consistent customer service at scale.
What is Copilot in Dynamics 365 Customer Service?
+
Copilot is Microsoft's generative AI assistant embedded directly in Dynamics 365 Customer Service. It helps agents by drafting contextual email and chat responses, generating case and conversation summaries in one step, answering agent questions using the knowledge base and past cases, and surfacing proactive insights for supervisors. From October 2025, four autonomous AI Agents (Case Management, Customer Intent, Quality Evaluation, Customer Knowledge Management) can execute core service tasks semi- or fully autonomously within workflows.
How does Dynamics 365 CS integrate with Microsoft 365?
+
Dynamics 365 Customer Service is natively embedded in the Microsoft ecosystem. Agents collaborate via embedded Microsoft Teams without leaving the case view. Emails are managed through Outlook with full case context. Knowledge articles can be stored in SharePoint. Analytics are powered by Power BI. Automation workflows are built in Power Automate. Custom extensions are built with Power Apps. Azure Active Directory manages identity, access and security across the entire environment — no third-party middleware required.
What are the four AI Agents released in October 2025?
+
Microsoft released four autonomous AI Agents to general availability in October 2025: the Case Management Agent (handles routine case lifecycle tasks), the Customer Intent Agent (identifies and predicts customer needs), the Quality Evaluation Agent (automatically scores agent interaction quality), and the Customer Knowledge Management Agent (identifies knowledge gaps and creates articles from resolved cases). In the 2026 release wave, each agent received expanded capabilities, richer telemetry and deeper Copilot integration — enabling both semi-autonomous and fully autonomous service workflows.
Does Dynamics 365 CS support WhatsApp and voice channels?
+
Yes — Dynamics 365 Customer Service includes a native Voice Channel (built on Azure Communication Services) that brings telephony directly into the platform — with call recording, Copilot real-time suggestions during calls, AI transcription and post-call analytics. WhatsApp Business, SMS, live chat, social media and messaging apps are supported through the Omnichannel add-on. All channels route through unified routing and appear in a single agent workspace with full conversation context.
Is Dynamics 365 Customer Service suitable for businesses in Nigeria?
+
Yes — Dynamics 365 Customer Service is deployed on Microsoft Azure, which offers data residency options and compliance controls suitable for Nigerian and African regulatory requirements including NDPR. Excellium configures all data handling, access controls and compliance settings during implementation. The platform supports all major channels used by Nigerian businesses including WhatsApp, email, voice and social media, and integrates with local banking, ERP and payment systems via Power Platform connectors.
How long does implementation take?
+
Standard Dynamics 365 Customer Service implementations by Excellium typically run 6–10 weeks for core deployment — case management, unified routing, omnichannel channels, Copilot configuration, knowledge base and Microsoft 365 integration. Enterprise deployments with custom routing models, AI agent configuration, voice channel setup, Power BI dashboards, multi-department structures and ERP integration run 12–20 weeks. Excellium includes agent and supervisor training, Copilot coaching and parallel testing in every engagement.
What is the pricing for Dynamics 365 Customer Service?
+
Dynamics 365 Customer Service starts at approximately $50/user/month for the Professional plan and $95/user/month for the Enterprise plan. The Enterprise plan includes the full Copilot suite, unified routing, voice channel access and the autonomous AI Agents. Microsoft announced a 40% discount from October 2025 through June 2026 via enterprise and CSP channels. Excellium provides volume licensing advisory, local Naira billing support and ROI analysis before commitment — contact us for a tailored quote for your organisation size.
Ready to Elevate Your
Customer Service with AI?
Join enterprises worldwide using Dynamics 365 Customer Service and Microsoft Copilot to resolve faster, retain longer and serve smarter. Excellium implements it right — the first time.