Omnichannel routing
Skills, capacity and priority-based distribution across voice and digital channels.
Dynamics 365 Contact Centre
HomeCapabilitiesSolutionsDynamics 365 Contact Centre
Microsoft Dynamics
Voice and digital channels in one agent workspace.
Microsoft Dynamics 365 Contact Center is an AI-powered omnichannel customer engagement platform supporting voice, chat, email, SMS, and digital channels from a single interface. Intelligent routing, Copilot, analytics, and real-time agent assistance help organizations improve first-contact resolution and customer experience. FORTE Technologies delivers modern contact center solutions that increase productivity and service excellence.
We handle the channel provisioning, routing design and workforce reporting, including copilot-assisted agent tooling where it earns its place.
Voice runs on Azure Communication Services, and the platform can be deployed standalone next to a CRM you already own or as an extension of Dynamics 365 Customer Service — the choice usually follows where your customer record already lives.
Numbers can be provisioned through Microsoft or brought from your existing carrier by direct routing. In this region the practical questions are which local carrier arrangement you keep, and how call recordings are stored and retained.
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Solution
What We Put In Place
Channel design first: what belongs on voice, what belongs on chat or WhatsApp, and what should never reach an agent at all.
IVR, routing and overflow rules built around skills and capacity, with real-time transcription and agent assist where the volume justifies the licence.
Supervisor dashboards and historical reporting, so queue length, abandonment and handling time are visible during the shift rather than after it.
Modules
Everything The Solution Covers
Omnichannel Customer Engagement
Voice, Chat, Email & SMS Support
AI-Powered Copilot Assistance
Intelligent Call Routing
Interactive Voice Response (IVR)
Workforce Management
Real-Time Agent Guidance
Conversation Intelligence
Customer Sentiment Analysis
Contact Centre Performance Analytics
What We Deliver
Dynamics 365 Contact Centre Capabilities
Voice
Inbound and outbound calling, IVR, call recording, transcription and quality review.
Agent assist
Real-time transcription, suggested responses and knowledge surfaced during the conversation.
Supervision
Live queue dashboards, monitoring, barge-in and historical workforce analytics.
Outcomes
Outcomes that move your business forward.
We measure success by the impact we create. Here's what good looks like when Dynamics 365 Contact Centre is running the way it should.
Request a ConsultationOne workspace instead of a phone system plus a CRM
Voice and digital channels land in a single agent workspace instead of a separate phone system and CRM tab.
Wait times and abandonment visible in real time
Live queue dashboards show queue length and abandonment during the shift, not in a report afterwards.
Call context carried into the case record automatically
Real-time transcription and call context attach directly to the case record, without an agent typing it up.
Quality reviewed from transcripts, not from memory
Recorded and transcribed calls give supervisors an actual record to review instead of an agent's recollection.
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