This article is contributed. See the original author and article here.
In contact centers, operational excellence doesn’t start with the first customer interaction—it starts much earlier, during setup, configuration, and ongoing system health management. Yet for many organizations, these steps remain complex, time-consuming, and error-prone.
To solve for these, we are excited to preview Service Operations Agent, a new AI-powered capability in Dynamics 365 Contact Center transforming how administrators configure, validate, and orchestrate conversations at runtime.
Why this matters
Setting up and maintaining a contact center environment often requires navigating multiple tools, understanding complex dependencies, and manually troubleshooting issues. These challenges can result in:
Slow onboarding and delayed time to value
Configuration errors that impact routing, channels setup
Conversations managed by static rules that cannot adapt — ignoring wait time, customer tier, agent availability, or transfer history — leading to poor outcomes that no one is actively watching
Limited visibility into system health and operational readiness
Reliance on specialized expertise for basic administrative tasks
These traditional approaches fragment setup, validation, and diagnostics across multiple surfaces—making it difficult to ensure consistency and operational reliability.
Service Operations Agent addresses these by bringing these capabilities together into a unified, conversational experience.
What’s new
Service Operations Agent introduces an AI-powered administration layer built directly into Dynamics 365 Contact Center, enabling administrators to:
Set up contact center channels and manage users conversationally
Receive recommendations on next steps from agent
Dynamic orchestration of conversations to handle needs of a working contact center during run time through playbooks
Validate configurations and detect issues early when connected to Application Insights
Monitor operational health and troubleshooting guidance
Together, these capabilities give administrators a single place to set up the contact center, keep it healthy, and define how every conversation is handled at runtime — from first contact through resolution.
How it works
Service Operations Agent is available directly within the Dynamics 365 Contact Center Admin Center, where administrators can interact with it using natural language.
The agent guides users through tasks such as:
Setting up channels, queues, workstreams
Managing users and skills
Applying playbooks using provided templates for dynamic orchestration of conversations
Configuration validation and troubleshooting through Application Insights
This creates a more intuitive and streamlined administrative workflow—reducing complexity while maintaining control and governance.
Key capabilities in this preview release
In this preview release, Service Operations Agent focuses on three core areas: setup, diagnostics and conversation orchestration.
Conversational setup and configuration
Administrators can use natural language to provision and configure key components such as queues and channels—reducing reliance on manual configuration flows. This approach streamlines onboarding and helps organizations get up and running faster, even without deep technical expertise.
User prompting agent to create a queue and add users to itAgent response with details about successful queue creation and addition of users, as well as recommended next steps.
Intelligent validation and diagnostics
Service Operations Agent continuously evaluates configurations and surfaces potential issues, helping administrators:
Identify misconfigurations early
Understand root causes of setup issues
Receive actionable recommendations for resolution
Embedding diagnostics into the admin workflow reduces operational risk and improves reliability over time.
Conversation orchestration
Define how conversations are managed throughout their lifecycle, not just at entry. Playbooks let admins set conditions based on customer context, wait time, and queue state, and trigger automatic actions without manual supervisor intervention. They are authored using guided templates in the admin center — no rules to write, no code to maintain. Built-in validation catches conflicts before anything goes live. These capabilities are available now in public preview:
Dynamic prioritization: A playbook continuously monitors wait time and customer context. When conditions are met — for example, a premium customer waiting beyond a threshold with no senior agents available — their priority is automatically elevated. High-value and long-waiting customers rise to the top without anyone watching the queue.
Overflow based on CSR availability: A playbook fires the moment a queue has no eligible agents. Based on customer segment, it transfers to a backup queue, offers a callback, or sends a graceful closing message. Every customer gets a response. None of them wait in silence.
Options for setting up conversation orchestration.
Key benefits
With Service Operations Agent, organizations can:
Accelerate time to value by simplifying setup and onboarding
Reduce configuration errors through built-in validation and guidance
Improve operational reliability with proactive diagnostics
Lower dependency on specialized expertise with conversational experiences and templates for playbooks
Improve customer experience by automatically managing in-queue conversations — reducing wait times, preventing silent overflow, and ensuring high-value customers are prioritized without supervisor intervention
Continuously optimize contact center performance with ongoing insights
Together, these capabilities establish a strong foundation for building, scaling, and managing modern contact centers.
Looking ahead
Service Operations Agent is part of a broader vision to bring agentic experiences for administrators in Dynamics 365 so we can assist them in their jobs to be done. Some of these are enhanced automation, better troubleshooting, simulated conversations for validating behavior and improved insights. For orchestrating conversations, we will provide capabilities to improve the in-queue lifecycle experience, such as re-connecting customers to their last customer service representative, handling overflows for direct-dial lines, out-of-hours queues, etc. Each new capability builds on the same playbook foundation — everything configured today carries forward as the platform grows.
All these additional exciting capabilities are soon to follow!
This article is contributed. See the original author and article here.
In an increasingly connected world, organizations engage customers across diverse cultures, languages, and legal frameworks. A product or service feels most trustworthy when it shows respect for local customs, acknowledges regulatory differences and avoids culturally biased or region-specific references. That’s why we’re excited to introduce Governance for Dynamics 365 Customer Service, now available in Public Preview.
At Public Preview, Governance applies to the email channel — the channel where compliance risk and brand impact tends to be highest. We designed this new, administrator-configured policy enforcement layer to help support compliance with legal and brand standards by validating each outgoing customer email — whether composed by a service representative or generated by AI — against the specific policies your organization defines.
Why Governance? Why Now?
Customer service teams are rapidly adopting AI to streamline operations and enhance customer experiences globally. But with this transformation comes a new set of challenges: How do you ensure that AI-generated or human-authored communications stay aligned with your internal policies and external regulations? Cultural norms vary widely—from naming conventions and date formats to strict data-privacy regulations and content-control requirements. Miscommunications or unintended disclosure of sensitive information can erode trust, while non-compliance with regional regulations can lead to fines and brand damage. Governance is designed specifically for these challenges. It provides a proactive, runtime policy enforcement layer that checks outbound messages —whether written by a customer service representative or generated by AI—against administrator-defined policies. This ensures delivery of only compliant, brand-safe, and policy-aligned content to customers.
Key Capabilities
Governance introduces a suite of powerful features designed to help organizations enforce communication standards at scale:
📝 No-Code Policy Authoring: Administrators can define custom policies in plain language, like “Block any mention of competitor names” or “Require a legal disclaimer in every customer email”. The system automatically translates these into enforceable checks, eliminating the need for any coding or engineering support.
⚡ Real-Time Enforcement: Every outbound email is evaluated before it’s sent. The system flags violations or blocks the message, prompting the user to revise the content — ensuring compliance without disrupting workflows.
🔍 Auditability and Visibility: Governance logs every policy evaluation, providing full transparency to supervisors and compliance teams. It reviews what was checked, what was flagged, why it was flagged, and how it was resolved.
🧪 Simulation Mode: Test policies in a non-blocking “simulation” mode to observe how they perform in real-world scenarios. This helps teams fine-tune policies and build trust before full enforcement.
📦 Out-of-the-Box Policies: Get started quickly with pre-built policies for common compliance needs, including profanity filtering, groundedness checks, and email template adherence.
Built for the Dynamics 365 Ecosystem
Governance and Quality Evaluation are both delivered as skills within the Quality Management Agent in Dynamics 365 Customer Service. As part of the broader Quality Management suite, Governance works alongside the Quality Evaluation skill, which assesses interactions to uphold quality standards. Together, these skills create a unified framework for quality, compliance, and policy adherence.
Learn More
To explore Governance in action and start defining your own policies, learn more here. We look forward to your feedback as we continue to evolve this feature toward General Availability.
This article is contributed. See the original author and article here.
Modern customer experiences don’t live in a single system or interaction type. Whether agents resolve complex cases in Dynamics Customer Service or manage live conversations in Dynamics Contact Center, the quality of an interaction often depends on how the work is performed and not just what was said.
Across both workloads, customers have consistently asked for the same missing capability: secure, structured visibility into the agent’s on‑screen workflow during customer interactions. Voice, chat, and transcripts capture part of the story, but they don’t always reveal how agents navigate systems, apply processes, or respond in real time.
Today, Screen Recording in Dynamics 365 Customer Service and Dynamics 365 Contact Center addresses that gap by providing organizations with trusted, role‑based access to screen context that supports coaching, quality evaluation, and compliance.
Why Screen Context Matters
Customer interactions are rarely linear. Agents often work across multiple systems, reference internal knowledge, update records, and follow prescribed processes, all while engaging with the customer.
Although Customer Service and Contact Center support different interaction models, customers using both workloads face remarkably similar challenges:
Supervisors need better context to evaluate agent’s activities when helping customers.
Compliance teams require auditable visibility in regulated environments.
Organizations want to coach agents more effectively without guesswork.
Without screen context, organizations must infer intent and execution. With it, teams can:
Perform more accurate and objective quality evaluations
Identify training gaps and process inconsistencies
Reduce time to resolution by understanding workflow breakdowns
Validate compliance and required actions with confidence
Screen recording complements existing call and chat records, enabling a more complete understanding of each interaction, regardless of the channel.
One Capability, Designed for Two Workloads
We’ve built Screen Recording in Dynamics 365 as a unified capability that serves both Customer Service and Contact Center, while adapting naturally to different ways agents work.
Key Capabilities:
Automatic Screen Recording for Call Conversations
Manual Screen Recording for service reps working on multiple cases, chats, etc.
All screen recordings are securely uploaded to Dataverse
Role based access to both perform and access screen recordings
Manual screen recording when service reps are working on cases, for example:
To balance visibility with usability, recording is scoped intentionally, and configuration and operational details are managed by administrators.
For step‑by‑step setup and configuration guidance, detailed documentation is available on Microsoft Learn.
Secure by Design: Trust, Access, and Governance
Because screen recordings may contain sensitive information, security and governance were foundational to the design.
Access is controlled through role‑based permissions, ensuring only authorized users can record, review, or download recordings. Recordings are stored securely, with controls that align to enterprise and regulatory expectations.
This approach allows organizations to unlock operational insight without compromising trust between agents, supervisors, and compliance teams.
We’re excited for you to try this capability and to hear how screen recording is helping you improve quality, coaching, and operational visibility across your service experiences.
This article is contributed. See the original author and article here.
Manufacturing leaders today are under constant pressure: volatile demand, fragile supply networks, inventory risk, and zero tolerance for missed customer commitments. Plants must protect margins and maintain uptime while responding to disruption with incomplete or delayed information.
To lead in this environment, manufacturers need decision-making that surfaces risk earlier, absorb supply shocks faster, and replans quickly, so production stays aligned to demand and customer commitments.
Microsoft Dynamics 365 is your agentic enterprise resource planning (ERP) foundation
Dynamics 365 gives manufacturers a connected foundation where signals from demand, supply, capacity, and cost can drive action. As part of the Microsoft platform, it brings together data, analytics, automation, and collaboration across the business.
Imagine a manufacturing stack where every part of the business is connected, where data isn’t fragmented across systems but unified into a shared understanding of operations, and where insights don’t sit in dashboards but show up in context, in the flow of work. Where your teams can build AI agents and adapt processes in real time rather than reengineering them months later. Where every person operates with the full context of the business, demand, supply, capacity, and commitments, every decision drives aligned action across the company. This is what it means to close the gap between knowing and doing.
At Hannover Messe 2026, Microsoft is showcasing how agentic ERP with Copilot, agents and Dynamics 365 supports these operational decisions amid constant change, helping manufacturers replan faster, make better production tradeoffs, and meet or exceed customer service SLAs.
From sensing demand shifts to mitigating supplier delays, production constraints, and equipment downtime, these signals must translate into real-time fulfillment and order promise decisions. Agentic ERP can connect planning, sourcing, production, fulfillment and service commerce to execute these decisions across the manufacturing value chain.
Agentic demand planning can sense shifts earlier
Demand planning can help you forecast demand, applying a structured phase in/phase out with external signals to account for market dynamics. Copilot accelerates this data analysis, scenario modeling, and incorporates market intelligence. For structured planning, Demand Planning in Dynamics 365 Supply Chain Management provides an agentic collaborative demand planning solution, powered by best-in-class forecasting algorithms and models, an immersive user experience with AI, intelligent segmentation and signal analysis, and analytics.
“Now, we can see the item-level details and the solution populates Dynamics 365 with that information for master planning. That’s a big step forward because now we essentially have a planned budget and we can easily produce the next production cycle’s budget without manually exporting the data.”
A delayed component or supplier exception is not a paperwork problem. It is a production and operational risk. Today, Microsoft announced the Procurement Agent in Dynamics 365 Supply Chain Management is available in public preview. The Procurement Agent helps teams respond faster to supply disruption by decoding supplier communications and identifying which production orders, inventory positions, and customer commitments are at risk, while keeping humans in control. Beyond triaging supplier communications, the Procurement Agent performs impact analysis so teams can assess downstream effects and act before a supplier issue turns into an on time, in full (OTIF) failure.
“Across the team, Dynamics 365 will save us a total of 20 hours weekly. The big benefit in time savings is that the agent has read the email, found the order, found the lines affected, decoded what the vendor is trying to say, and recommended actions.”
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For the shop floor, Copilot, connected to Dynamics 365 Supply Chain Management via Dynamics 365 MCP Server (Model Context Protocol), can provide AI-generated insights to schedules, inventory, and orders. Copilot can also surface quality-related alerts and can suggest targeted inspections to prevent recurring recalibration issues enabling supervisors to proactively mitigate resource constraints and shortages before they impact production schedules, triggering downstream inventory repositioning and order promise adjustments across fulfillment and customer commitments.
Dynamics 365 Supply Chain Management provides near real-time visibility to the production floor; with agentic experiences, supervisors can spend less time gathering data and more time on proactive exception management. This translates to higher Overall Equipment Effectiveness (OEE), fewer unplanned stops, and better on-time delivery to customers.
Equipment uptime and asset health are critical inputs to manufacturing performance. Unplanned downtime, delayed service, or poorly coordinated technician schedules can quickly cascade into constrained capacity and missed production targets. The Scheduling Operations Agent in Dynamics 365 Field Service can help maintain equipment availability for constrained production schedules by dynamically coordinating technician assignments based on geography, skills, certification requirements, capacity, travel time, and SLA commitments.
Today, Microsoft announced Researcher in Microsoft 365 Copilot is available in public preview within Dynamics 365 Field Service. With Microsoft 365 Copilot in Dynamics 365 Field Service, manufacturers can use Researcher to quickly view operational information across work orders, asset and service history, and parts availability. Researcher surfaces relevant context from Field Service data and Microsoft 365 signals to help teams understand situations as they arise.
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“The field technicians understand that AI can be a benefit for them. It’s really about trying to improve their overall experience as well as the customer’s”
Agentic warehouse management can fulfill demand faster
As finished goods hit the warehouse, intelligent inventory on-hand balancing in Dynamics 365 Supply Chain Management warehouse management updates slotting to align demand with pick zones. When inbound put-away happens, workers are directed to the best locations based on the intelligent inventory balancing, keeping the warehouse organized dynamically. On the outbound side, optimized pick routes shorten travel distance. The combined outcome is higher throughput with the same labor—faster fulfillment, lower picking cost.
With Dynamics 365, we trust the system. It’s easy to retrieve information and know it’s correct; people can just drive the forklift over. All the considerations we have for our picking, packing, and customer details, the system is doing it for us.
Agentic B2B Commerce aligns customer orders to production reality
As manufacturers and industrial distributors modernize how they sell, serve, and scale, digital ordering is becoming a core capability of the ERP rather than a standalone channel. Dynamics 365 Commerce enables manufacturers to support complex buying and selling models including business-to-business (B2B), business-to-business-to-business (B2B2B), and multioutlet ordering across direct customers, distributors, and dealer networks.
Agentic B2B commerce can help automate routine ordering, replenishment, and quote-to-order processes while remaining tightly connected to pricing, inventory, warehousing, and production planning. This can allow manufacturers and distributors to accelerate order cycles, strengthen partner collaboration, and scale indirect growth with accuracy and control.
Partner agents to empower manufacturers and solve unmet needs
Frontier Manufacturing Firms can extend ERP embedded‑operational decisioning using Copilot and agents built with the Dynamics 365 ERP MCP Server. Microsoft’s partners are building agents to solve high friction manufacturing workflows, including engineering change impact analysis, product recalls, and configure-price‑quote‑ processes, enabling manufacturers to execute operational decisions across sourcing, production, and fulfillment within the systems they use to run their business.
“With the Experlogix CPQ MCP Server and Dynamics 365 ERP manufacturers can turn Copilot into a revenue agent that understands complex configurations, validates engineering rules and constraints, and generates accurate quotes instantly. This accelerates sales cycles, with many customers reducing time to quote by well over 90%.”
Louis-Philippe Perras, CTO, Experlogix
“Cegeka’s Quality Impact Recall Agent turns disruptive recall events into a controlled, orchestrated process for manufacturers reliant on end-to-end traceability. Running inside Dynamics 365 Supply Chain Management, companies handling batch- or serial-controlled products can identify affected materials across plants and distribution channels in minutes, trigger automated communication flows, and accelerate quality-investigation cycles. This approach supports manufacturers in maintaining continuity, reducing risk, and protecting both customers and brand reputation.”
Stijn Geeroms, VP Business Solutions, Cegeka
“The most expensive moment in manufacturing isn’t when something breaks. It’s when an engineering change gets approved without anyone understanding the impact. Manufacturers don’t need another disconnected AI tool to fix that. They need intelligence embedded where they already work. That’s why we built the Staedean ECM+ Impact Agent natively on Copilot inside Dynamics 365 – your rules, your data, your answer – without asking teams to leave the system they run their business in.”
Michiel Toppers, Chief Product Officer, Staedean
These agents extend ERP-embedded decision execution into engineering, quality, and configure-to-order workflows that directly impact production scheduling and customer commitments.
Become a Frontier Manufacturing Firm
The manufacturers that lead this next era will be the ones who can respond to demand shifts, supplier delays, and equipment constraints by coordinating planning, production, fulfillment, and customer commitments across the value chain in real time.
Microsoft is committed to helping manufacturers make that transition, combining a connected Dynamics 365 foundation with Copilot and agents embedded in everyday workflows plus a partner ecosystem that brings manufacturing expertise to the front line. Join us and become Frontier.
This article is contributed. See the original author and article here.
In contact centers, a voice conversation does not end when the call disconnects. That’s when critical work begins – logging outcomes, updating systems, triggering workflows, and ensuring compliance. Yet today, post-call actions are often delayed, inconsistent, or dependent on manual or external processes.
With caller hang-up event support in Dynamics 365 Contact Center and Copilot Studio, we are changing that.
This capability enables real-time, event-driven post-call automation by raising precise caller hang-up events to voice agents. Post-call actions happen immediately, reliably, and at scale.
Why this matters
Post-call actions today often require custom implementations and are not always easy to configure or consistently reliable.
Organizations frequently depend on external orchestration or complex workflows, which can leave gaps, especially when a caller disconnects unexpectedly in the middle of a flow.
For example, when a caller hangs up mid-flow, records can remain locked or reflect stale or incomplete data in downstream systems.
As a result, organizations face:
Missed or delayed post-call actions
Inconsistent or stale data updates
Gaps in reporting and operational workflows
This creates friction across automation and downstream operations.
What’s new
Voice agents can now listen to end-of-conversation events and take action based on how the call ended – directly within their Copilot Studio flow.
For example, you can trigger workflows specifically when:
The customer hangs up
The call is transferred to an external phone number
The call is escalated to customer service representatives in Dynamics 365 Contact Center
This capability is exposed through activity-based triggers in Copilot Studio, enabling makers to configure post-call logic within their voice agent flow in Copilot Studio.
How it works
At the end of every conversation, the platform emits a structured event:
Activity type: End of conversation
Context: Conversation.EndReason (for example, CUSTOMER_HANGUP)
Makers can configure triggers such as:
When activity = End of conversation
AND EndReason = CUSTOMER_HANGUP
Execute post-call workflow
This creates a deterministic and reliable event model for post-call automation.
Key benefits
Immediate and reliable execution: Post-call workflows trigger as soon as the caller disconnects, eliminating delays and missed actions.
Foundation for governance and insights: Accurate call termination signals enable organizations to implement compliance, auditing, and data policies while building custom telemetry, reporting, and customer experience insights.
Real-world scenarios
Automated record updates and follow-ups: Update or unlock CRM records and trigger SMS, email, or callback workflows immediately after the customer disconnects, ensuring the latest state is captured and acted on without delay.
Drop-off detection and recovery: Identify when customers exit during critical flows (such as payment or authentication) and initiate appropriate recovery or risk handling actions.
Operational insights and optimization: Leverage precise end-of-conversation signals to improve data accuracy, escalation tracking, and overall customer experience.
This article is contributed. See the original author and article here.
Microsoft 365 Copilot can now bring your go-to apps directly into the conversation, which closes the gap between AI-powered insight and real, in-app action.
This article is contributed. See the original author and article here.
Make smarter, faster, and more confident quote decisions—right where you work.
Project quoting has always required a careful balance—aligning profitability with competitiveness, staffing strategies with delivery costs, and customer expectations with business outcomes.
But evaluating these trade-offs hasn’t always been easy. It often means jumping between tools, manually recalculating numbers, and relying on assumptions to guide critical decisions.
That’s where What-if Analysis (Preview) in Dynamics 365 Project Operations comes in.
This new capability brings real-time simulation directly into your quoting workflow—so you can explore options, compare outcomes, and make decisions with clarity before finalizing a quote.
What Is What-if Analysis?
What-if Analysis introduces a dedicated simulation workspace within a project quote, allowing you to model changes to quantities and pricing and instantly see their financial impact.
Instead of working through “what if” scenarios offline, you can now:
Explore multiple approaches within the quote
Compare their outcomes side by side
Apply the most effective scenario when you’re ready
All without modifying the actual quote until you choose to.
It’s a more intuitive, controlled way to move from estimation to decision-making.
Turn Everyday Questions into Clear Answers
Every project quote involves key decisions:
Should work shift to a lower-cost delivery center?
What happens if billing rates increase for specific roles?
Can you stay competitive while protecting margin?
With What-if Analysis, these are no longer hypothetical questions.
As you adjust quantities and pricing, the system instantly recalculates key financial metrics—including revenue, cost, gross margin, and budget variance—so you can clearly see the impact of every change.
This real-time feedback helps you move quickly from exploration to confident, data-backed decisions.
How It Works
Getting started is simple. From the What-if Analysis tab on a Draft quote, you can create a scenario based on the quote’s existing data. Each scenario is isolated, allowing you to experiment freely without affecting the live quote.
Within the simulation workspace, you can adjust quantities and pricing across dimensions such as resourcing unit, role, or any custom pricing dimension configured in your environment. Whether you’re making high-level adjustments or refining details at the quote line level, the experience is designed to be flexible and intuitive.
You can create multiple scenarios—each representing a different approach—and compare them side by side. Built-in comparison views highlight differences in financial outcomes, making trade-offs easier to evaluate.
When you’ve identified the best approach, applying the scenario updates the Draft quote in place—so you can move forward with confidence, without creating a new revision.
What This Means for You
What-if Analysis transforms how you approach project quoting—bringing clarity, speed, and confidence into every decision.
Make decisions with confidence: Instantly understand how pricing and staffing changes impact revenue, cost, and margin—before committing to a quote
Optimize for both competitiveness and profitability: Evaluate trade-offs in real time and choose the approach that best aligns with your goals
Reduce reliance on spreadsheets and manual iteration: Keep simulation and decision-making within Project Operations
Drive faster, more aligned conversations: Use data-backed scenarios to align stakeholders and move decisions forward
Instead of relying on assumptions, your team can now explore possibilities, evaluate outcomes, and finalize quotes with confidence—knowing the numbers support the decision.
Availability and Prerequisites
What-if Analysis is currently available as a preview feature in:
Project Operations Core (Lite deployment)
Project Operations integrated with ERP
To get started, enable the What-if Analysis feature flag in your environment. The What-if Analysis tab will then be available on qualifying Draft quotes.
A few things to keep in mind:
Scenarios can only be created on quotes in Draft status that contain estimates
Activated or closed quotes are not eligible
If the underlying quote changes, scenarios will need to be recreated
As with all preview features, we recommend evaluating this capability in a non-production environment.
The Bottom Line
Every project quote is a critical business decision. What-if Analysis gives you the tools to approach that decision with clarity—replacing guesswork with real-time insight and manual effort with seamless simulation.
The result is not just better quotes, but better decisions—ones that are competitive, financially sound, and aligned with your business goals.
Get Started
Enable What-if Analysis in your environment today and start turning “what if?” into “we know.”
Learn More
We are making constant enhancements to our features. To learn more about What-Analysis in Project Quotations, visit Quote What-if Analysis
This article is contributed. See the original author and article here.
Behind every modern contact center transformation is a group of passionate practitioners: people who don’t just adopt technology but shape how it’s used, challenged, and improved.
The Contact Center Champions Community brings together these practitioners from around the world. As customer advocates, they are deeply hands‑on with Dynamics 365 Contact Center. They actively influence product direction and share real‑world insights with peers and Microsoft engineering teams.
Below, we’re spotlighting those champions whose journeys reflect diversity, ambition, and impact. Bookmark this page to stay updated on new champion stories.
As Head of IT Operations at Sage Homes, Sachin Patel leads the organization’s end‑to‑end journey with Microsoft Dynamics 365, supporting a rapidly growing social housing portfolio of nearly 22,000 properties across England. As Sage Homes brought tenant services fully in‑house, the contact center became a critical hub—requiring a platform that could handle high volumes, protect sensitive interactions, and give agents immediate context across customers and properties. Dynamics 365 Contact Center provided the foundation to unify voice, case management, and data into a single operational experience.
Rather than rushing adoption, Sachin’s team focused on building trust in the system, simplifying routing, designing experience‑based skill handling for agents, and reducing friction through a true 360‑degree view of tenants and properties. With Copilot‑powered summaries now embedded into daily workflows, agents can quickly understand long and complex interaction histories. Meanwhile, AI‑assisted chat handles high‑volume inquiries, reducing escalations to human agents by around 30%. Strong governance, reporting, and access controls ensure the platform scales responsibly as Sage Homes expands its use of AI and digital channels. Sachin’s approach reflects what it means to be a Contact Center Champion. He leads with pragmatic adoption, measurable outcomes, and AI deployed only where it delivers real operational value.
“We recently built a new contact center and we’re expecting to get 10,000 virtual customers overnight. We could not have met that demand without the omnichannel capabilities we have in Dynamics 365 Contact Center.“
Lorenz Corradini Head of Center of Competence for Low Code/No-Code (Coc LCNC) SIAG – Südtiroler Informatik Ag – Informatica Alto Adige Spa
Lorenz Corradini is leading a major transformation in how public services are delivered in South Tyrol, Italy. As the in‑house IT provider for regional public administration, SIAG supports more than 350 services across 23 domains. It serves citizens through healthcare, education, housing, and digital administration.
Facing over 40 siloed legacy systems and a looming workforce shortage, the team at SIAG adopted Microsoft Dynamics 365 Contact Center to create a unified, data‑driven citizen engagement platform. Early results include 30% AI‑assisted resolution within weeks, faster service delivery, and rapid development of new digital services using Power Platform. Lorenz and team are laying the foundation for a more accessible, multilingual, and scalable model of public service delivery.
“We used to lose valuable citizen data across dozens of disconnected systems. That’s over. With Dynamics 365 Contact Center and Power Platform, every interaction is captured, connected, and actionable. The citizen is finally at the center, and we use that data to get better every single day.
Kamal Pandey Lead Develop, Dynamics CRM Sandvik Coromant
Kamal Pandey plays a key role in scaling a global, B2B contact center supporting manufacturing customers across industries such as automotive, aerospace, mining, and heavy engineering. Based in Sweden, Kamal leads CRM and contact center development for an organization with 3,000+ Dynamics users. In addition, it has four global customer service hubs spanning Europe, the Americas, India, and China.
Sandvik’s contact center runs fully on Dynamics 365 Customer Service and Dynamics 365 Contact Center, handling chat, voice, and email in a multilingual environment. The majority of capabilities are delivered through out‑of‑the‑box configurations. Kamal’s team is actively adopting AI‑driven features—such as quality evaluation agents for scalable coaching. It also takes a thoughtful, trust‑first approach to Copilot adoption. His focus on maintainability, scale, and agent experience shapes Contact Center adoption in complex enterprise B2B environments.
“At a global scale, customer operations demand systems that stay reliable under pressure, and complexity is the default. With Dynamics 365 and the Power Platform, we’ve created a sustainable architecture that supports thousands of users while using AI to enhance, never replace the human touch. For me, great customer experience starts with solid architecture and ends with people empowered to do their best work.”
Watch the Sandvik Coromant demo at Microsoft Ignite.
Rosa Lohman Business Analyst GVB
Rosa Lohman supports customer service operations for Amsterdam’s public transport network, including trams, buses, metros, and ferries across the city. Working with a lean team, Rosa oversees how Microsoft Dynamics 365 Customer Service and Contact Center are used to manage voice, email, and web‑based inquiries for approximately 30 customer service agents.
Her team embraced Copilot‑powered call summaries and transcriptions to reduce manual effort and improve efficiency. They are exploring AI‑driven knowledge and case management agents to further optimize service delivery. With a strong focus on insight‑driven improvements, such as identifying automation opportunities for low‑value cases and evaluating digital channels like WhatsApp, Rosa brings a practical, user‑centered perspective to modernizing customer service in the public transportation sector.
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