The modern contact centre is no longer just about answering calls. With Microsoft's latest updates to Dynamics 365 Contact Center, businesses can now integrate AI, automation, and collaboration in one seamless platform. At Virtual First, we help organisations cut through the complexity and unlock the full value of these innovations.
AI-Powered Customer Service
Microsoft's Copilot integration now gives agents real-time prompts, summaries, and suggested responses, supported by live sentiment analysis. Routine queries can be automated, leaving teams to focus on high-value interactions.
How Virtual First helps: We configure Copilot and AI-driven workflows to fit your business, ensuring adoption is smooth and disruption-free.
Omnichannel Engagement
The platform now unifies voice, chat, email, SMS, and social in one place, with seamless channel hand-offs and improved routing features.
How Virtual First helps: We design and deploy your omnichannel setup, integrating with Teams Phone, Operator Connect, and your wider communications stack.
Enhanced Reporting & Insights
Supervisors can access improved dashboards with deeper analytics on wait times, agent performance, and customer satisfaction, alongside built-in Power BI integration.
How Virtual First helps: We link reporting to your KPIs so leaders get data that drives action.
Native Microsoft Integration
With tighter connections to Teams, Outlook, Power Platform, and Azure Communication Services, workflows are easier to automate and manage.
How Virtual First helps: We remove duplication, streamline cross-platform deployment, and maintain compliance across environments.
Future-Proof with Cloud & AI
Microsoft releases monthly updates and Wave upgrades to keep Dynamics 365 Contact Center evolving. It scales easily for hybrid and remote teams.
How Virtual First helps: We monitor changes and guide your rollout strategy, keeping you ahead of the curve without unnecessary risk.
Conclusion
Contact centres are evolving rapidly. Businesses that embrace these new tools will deliver faster, smarter, and more personalised customer experiences. At Virtual First, our mission is simple: to make these capabilities work for you, without the complexity.