Make chaos customer-friendly with Copilot at the helm
Generative AI–infused contact center that delivers self service, smart routing, and productivity tools all in a unified, cloud-native solution.
This isn’t your dad’s call center. Dynamics 365 Contact Center is a Copilot first, cloud-native CCaaS solution that transforms service by merging every channel – voice, chat, SMS, social, email – into one smart, AI-driven workspace. TruNorth makes sure it flows like a dream, not a maze.
Generative AI–Powered Journeys
Copilot handles IVR, chatbots, and real-time replies so agents aren’t reinventing the wheel.
Omnichannel Routing
AI routes voice, chat, SMS, and social queries to the right reps at the right time.
Live Insights & Transcripts
Get in-the-moment sentiment analysis, translations, conversation summaries, and dashboards.
Teams Collaboration Embedded
Work with experts directly in the case using Teams integration.
- You’re juggling phone, chat, and SMS in disconnected tools.
- Self-service channels feel stale, robotic, or siloed.
- Your agents spend more time navigating apps than solving problems.
- Supervisors are blind to sentiment dips and operational friction.
| The Pain | The Fix | The Win |
|---|---|---|
|
Customers bounce across channels…again |
Omnichannel workflows with unified routing |
Higher first-contact resolution & smoother experience |
|
Agents stuck in task hell and too many interfaces |
Copilot workspace embeds voice, chat, AI summaries, scripts & more |
Faster resolutions, less burnout |
|
Supervisors flying blind |
Real-time dashboards, sentiment alerts, and performance insights |
Proactive management instead of reactive firefighting |
|
Self-service feels clunky |
AI agents with natural voice IVR and smart bots |
Customer satisfaction, lower deflection costs |
- Microsoft Teams : Collaborate inside the agent workspace for smarter, faster resolutions.
- Dynamics 365 Customer Service : Seamless handoff, shared context, frictionless data flow.
- Power BI : Real-time analytics and performance dashboards in familiar tools.
TruNorth builds contact centers that work for humans first. Smarter Copilot prompts, streamlined agent tools, and workflows that shave seconds off every interaction – adding up to ROI in under 90 days.