We launched with a full CX discovery process across contact centers in three regions. Our team mapped every support entry point, including email, chat, web, and voice. We identified 12 key categories of repeatable requests that could be deflected or automated.

We implemented Dynamics 365 Customer Service with a unified queue system and knowledge article integration. Power Virtual Agents was configured with over 250 conversational paths and connected to live agent escalation via Omnichannel for Customer Service.

We also designed intelligent routing rules based on customer type, language, and sentiment. Using Azure Cognitive Services, we enabled real-time translation and sentiment scoring for multilingual support.

Finally, we introduced a live dashboard in Power BI to track agent productivity, deflection rate, CSAT, and resolution time.

Every piece of this solution was co-developed with the service leadership team, including journey mapping and agent shadowing during design.