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Microsoft Dynamics 365 Contact Center is an AI-powered solution that simplifies customer service by integrating seamlessly with your CRM system. It brings together voice, chat, email, SMS, and social media in a single platform—making it easier for teams to deliver consistent, personalized support across every channel.
Microsoft Dynamics 365 Contact Center brings all your customer communication together on one intelligent platform. It helps service teams deliver faster, more consistent support across every channel and from one place.
With this solution, you can:
Copilot reduces manual work by summarizing conversations, suggesting responses, and surfacing relevant knowledge articles in real time. Agents spend less time on data entry and more time solving what matters.
Using real-time data and customer context, Copilot guides responses, adapts to tone and sentiment, and recommends next steps. With support for multilingual virtual agents, every interaction feels more natural regardless of the language.
Supervisors gain instant visibility into live conversations and performance metrics. With real-time analytics and sentiment tracking, Copilot helps managers act early, coach smarter, and maintain service quality at scale.
At BE-terna, we support businesses in using Microsoft Dynamics 365 Contact Center to improve customer satisfaction, increase efficiency, and gain real-time visibility into service performance.
Deliver a consistent and connected experience across every channel managed from one intelligent platform.
Gain full visibility into performance, sentiment, and customer needs using data you can act on instantly.
Connect your CRM and contact center for a unified customer experience and smarter operations.
Impress your customers with great service
Increase productivity of your field service technicians
Let service fuel your sales
Provide compliant, insight-driven support that builds customer trust and streamlines operations.
Elevate guest satisfaction with tailored, tech-enabled service that runs as smoothly as your operations.
Deliver personalized, omnichannel experiences that build loyalty and increase conversion.
Enable secure, real-time patient communication that supports quality care and compliance.
Integrate service with production workflows to reduce downtime and improve satisfaction.
When it comes to transforming your contact center with Microsoft Dynamics 365 and Copilot, choosing the right partner makes all the difference. At BE-terna, we don’t just implement technology—we guide you through every step of your journey with clarity, commitment, and care.
When Mosdorfer GmbH set out to modernize its ERP system, one thing was clear: the existing Microsoft Navision 2009 system could no longer keep pace with the complexity of processes or the company’s growth ambitions. More than a technical upgrade was needed—a future-proof, cloud-based solution was required, one that supports international roll-outs and provides new digital opportunities. In partnership with BE-terna, Mosdorfer implemented Microsoft Dynamics 365 Finance and Supply Chain Management. The journey was challenging—but marked by openness, expertise, and a commitment to learning at every step. Today, the system runs reliably, managing complex manufacturing processes with ease—and Mosdorfer is ready for what comes next.
Dynamics 365 Contact Center is an AI-powered solution that helps businesses manage customer interactions across voice, chat, email, and social media.
It integrates customer data for personalized interactions and uses AI tools to improve agent efficiency and response times.
Yes, it integrates with Dynamics 365, Microsoft Teams, and Power BI, creating a unified platform.
Yes, it supports voice, chat, email, SMS, and social media, ensuring seamless communication across all channels.
AI automates tasks, drives intelligent routing, and assists agents with real-time suggestions, improving efficiency and customer satisfaction.
Copilot is an AI assistant that helps agents with tasks like response suggestions and real-time customer data access, boosting productivity.
Yes, it uses Microsoft’s secure cloud infrastructure and complies with global security standards like GDPR and HIPAA.
The platform offers real-time dashboards and performance metrics, helping businesses track service levels and customer satisfaction.
Yes, it’s highly scalable and adapts to both small and large businesses.
Yes, it integrates with Microsoft Teams, allowing agents to work from anywhere.
Yes, it integrates with your current CRM systems, providing a seamless experience for agents.
