The customer
A clear way through.
Voice and digital self-service designed around the journey, with a clear route to a person.
Practice · Agentic customer engagement & contact center
Turn a conversation
into completed work.
From a system of engagement to a system of action. Connect the contact center you run today to agents that carry the work forward — with people and governance built in.
Solution area AI Business SolutionsMicrosoft FY27 conversation Agentify your business processes
The team
People on the work that needs a person.
Design assistance, quality review and escalation around the people accountable for service.
The operation
Action with evidence.
Connect service to business records and approved workflows. Agree how resolution and quality will be measured.
Inside the architecture
Your center.
A new layer of intelligence.
Explore the layers. Each one shows what it does, what we build and the Microsoft components behind it. This is a reference design, scoped to your environment.
Contact-center architecture
Select a layer · Tab to move · Enter to explore
Channels
ChannelsMeet customers where they are
What it does
Voice, web, messaging and email are the entry points. Agree the customer journey and a clear route to a person.
What we build
We map entry points, consent and accessibility needs, then design voice and digital journeys with a human handoff.
The Microsoft components
Azure Communication Services supports voice connectivity. Teams Phone supports calling and expert collaboration where the design requires it.
Azure Communication Services · Teams Phone
Your contact center
Your contact centerKeep the operating core
What it does
Choose the integration path around the contact center the customer already runs. Telephony, routing and queues stay explicitly owned.
What we build
We assess connectors, routing and CRM boundaries before agreeing an implementation. Genesys, Five9, Cisco Webex Contact Center and Avaya are platform options, not customer references.
The Microsoft components
Microsoft Contact Center Intelligence (preview) can complement existing contact-center platforms. Dynamics 365 Contact Center is the Microsoft-native path. Availability and connector fit must be validated.
Dynamics 365 Contact Center · Microsoft Contact Center Intelligence (preview)
Intelligence layer
Intelligence layerIntelligence over the operation
What it does
Microsoft Contact Center Intelligence (preview) adds an intelligent layer across existing contact-center platforms and Dynamics 365 Contact Center.
What we build
We connect approved sources and design agent workflows, quality review and operational insight around the systems in place.
The Microsoft components
Preview availability is a design constraint. We verify region, connectors, terms and current capability before a commitment. Agent assist and real-time evaluation/coaching are described as coming soon; they are not included as available in this reference design.
Microsoft Contact Center Intelligence (preview)
Agents & people
Agents & peopleGive every agent a bounded job
What it does
Self-service handles the journeys it is approved to handle. People remain in the loop for escalation, exceptions and decisions that need judgment.
What we build
We design voice and digital self-service, evaluation sets, permissioned actions and human handoffs. Assistance and quality workflows are selected against the supported Microsoft product path.
The Microsoft components
Real-time voice agents in Microsoft Copilot Studio, Customer Assist Agent and Quality Assurance Agent are component options. Their presence in Dynamics 365 Contact Center does not promise the same availability through Microsoft Contact Center Intelligence (preview).
Microsoft Copilot Studio · Customer Assist Agent · Quality Assurance Agent
CRM & business action
CRM & business actionFinish the work, record the outcome
What it does
An agent’s useful answer becomes an approved business action: update the record, initiate a workflow or pass the decision to its owner.
What we build
We connect scoped CRM tools, approval checkpoints and the audit record. We design for safe retries, exceptions and reconciliation.
The Microsoft components
Dynamics 365 Customer Service and Dataverse are Microsoft components in this layer. An existing CRM remains an option, subject to connector and permission review.
Dynamics 365 Customer Service · Dataverse · Power Platform
Governance
GovernanceA boundary around every action
What it does
Governance spans every layer. An agent needs an identity, an accountable owner, approved tools and a way to stop or escalate its work.
What we build
We define access boundaries, approval policies, release evaluations and operational evidence. Your team receives the runbook and escalation path.
The Microsoft components
Microsoft Agent 365 provides the governance layer in the reference design. It complements the identity and data controls configured for each component; it does not confer automatic compliance.
Microsoft Agent 365
Governance spans the whole architecture; it is not a final processing step. Arrows show the conceptual flow, not a promise that every connector or capability is available in every configuration.
The engagement
Built with you.
Left in your hands.
Senior engineers work with the people responsible for the result. The boundary and the evidence are part of the brief.
Frame
Agree the outcome, the boundary and how we will know it worked.
Baseline
Instrument the current process so the result has something honest to be measured against.
Build
Work inside your boundary, on your identity and data, with evaluation and telemetry designed in.
Hand over
The running system, its runbook and its evidence — and a team of yours that can run it.
How we commit
Every promise
has a measure.
- A baseline first. Resolution, quality and effort are measured before the build, so every result has something honest to stand against.
- Availability checked. Preview capabilities and connectors are validated for your region and platform before they enter the design.
- People accountable. Every agent has an owner, an approval boundary and an escalation path your team runs.
- Results with permission. Outcomes are published only with the customer’s permission and the measured evidence behind them.
Start with the work
Bring the process.
We’ll bring the engineers.
Tell us what has to change, what makes it difficult, and how you will know it worked.