AI-Powered Contact Center for Financial Services

We helped a major financial institution to replace a fragmented, manual support with a centralized, AI-enhanced contact center, built on Microsoft PowerApps and Dynamics 365.

They were managing a high volume of daily customer interactions across multiple departments. Their teams were handling inquiries, processing requests, and coordinating specialists from different parts of the business. For a company where clients trust is everything, the quality and speed of that support process is crucial.

The Challenge

When the client approached us, they faced several obstacles:

• Disconnected tools and processes
• Manual data handling and repetitive administrative tasks
• Limited tracking of call performance and service quality
• Frequent involvement of multiple departments without structured coordination
• Lack of centralized reporting and insights

Our Approach

We spent time inside their business, mapping their workflows, understanding how their teams actually operated day-to-day, and identifying where the real friction points were.

Rather than architecting a custom application from the ground up (which would have meant more time, more cost, and more maintenance burden for the client) we recommended leveraging the Contact Center module already available within Dynamics 365. As a certified Microsoft Partner, we had deep familiarity with the platform and knew it could be shaped to fit their exact needs. That recommendation alone saved the client significant development time and future complexity.

The Solution

We built a fully customized Contact Center on top of PowerApps, deeply integrated with Dynamics 365, Azure, and Cisco infrastructure. The result is a single, centralized platform that gives the client's support team everything they need in one place.

Centralized Support
All customer inquiries now originate and are managed from a single interface. Agents no longer need to switch between disconnected tools to check a status, update a record, or look up a prior interaction.

AI Transcription and Call Intelligence
Every call is automatically transcribed using AI, with a complete audio recording attached to the relevant case record. Besides that, agents were able to get meaningful insights such as call duration, call rating and more.

Smart Multi-Department Routing
We built an AI-assisted routing feature designed around how this client actually works. In financial services, complex customer requests often require input from multiple specialists across different departments. Our solution intelligently identifies the right people and connects them via a coordinated call.

Tech Stack

Microsoft PowerApps - The core platform, providing a customizable, low-code foundation that reduced build time without sacrificing flexibility.

Dynamics 365 - Deep CRM integration to connect the contact center with the client's existing customer data and business processes.

Azure - Cloud infrastructure, communications services and providing connection with Dynamics 365 Contact Center.

Copilot Workspace - Transcription and routing logic.

JavaScript - Custom logic and UI extensions to tailor the platform precisely to the client's workflow requirements.

Cisco - Telephony infrastructure, integrated directly into the platform to handle call routing and connectivity at enterprise scale.

The Outcome

The client's support team went from a fragmented, manual process to a unified platform with AI-backed intelligence built in.

This project is a strong example of what becomes possible when the right technology is matched to a real business problem by people who take time to understand both. And the client received a customized AI-enhanced contact center on Microsoft infrastructure.

This is the perfect solution if your organization is:

• Managing high volume of inbound customer calls with no insights
• Relying on legacy systems
• Relying on cross-departmental workflows that demand structured collaboration
• In need of improving customer experience without entire tech overhaul

The platform is easy to implement, requires no heavy coding and is designed so that new team members can get up to speed quickly.

Interested in something similar for your business?
We offer a free evaluation to help you understand what the right solution looks like for your specific context.