Customer Service, Transform Service Operations into Your Growth Engine with AI-Powered Dynamics 365

Cut resolution times by 40% and empower agents with Dynamics 365 Copilot.

Value Pillars for ixSquare's Service Transformation

Transform support agents into high-performing problem solvers. Tier 1 support is primarily done through AI.
Key capabilities include real-time conversation summaries, automated email drafts, sentiment analysis, and intelligent next-best-action recommendations during live calls or chats.
The business impact is a reduction of Average Handle Time (AHT) by up to 30% and dramatically cuts down agent onboarding cycles.

Engage customers seamlessly on their terms—voice, SMS, email, Teams, WhatsApp, or self-service portals—without ever asking them to repeat themselves.
Have a single unified workspace timeline that captures historical touchpoints across every digital channel.
Eliminate channel silos and elevate First Contact Resolution (FCR) rates.

Match the right issue to the right agent instantly based on skill, availability, customer history, and real-time urgency.
AI-driven case assignment rules, automated SLA breach prevention alerts, and skill-based matching engine.
Reduces escalation costs and ensures high-value or at-risk customers receive immediate priority.

Empower customers to help themselves while freeing up human agents for high-empathy, complex scenarios.
Dynamic Power Pages self-service portals, integrated knowledge bases, and Microsoft Copilot Studio virtual agents handling routine inquiries.
Lowers overall cost-to-serve while offering instant 24/7 customer resolution.

ixSquare handles current operational weak links and bottlenecks directly before introducing the Microsoft solution.

Service bottleneck	Dynamics 365 + ixSquare solution	Strategic business impact
Siloed Agent Context	Unified agent workspace with 360° customer data feeds	Eliminates duplicate questions; improves First Contact Resolution (FCR).
Manual Case Triage	AI-based unified routing by skill, topic, and availability	Zero queue lag; cases reach the right specialist instantly.
Agent Burnout & Fatigue	Copilot auto-drafting responses and conversation summaries	Cuts administrative handle time by up to 30%.
Reactive Support	IoT-connected proactive service and automated dispatching	Fixes issues before the customer even notices an outage.

Value Pillars for ixSquare's Service Transformation

Transform support agents into high-performing problem solvers. Tier 1 support is primarily done through AI.
Key capabilities include real-time conversation summaries, automated email drafts, sentiment analysis, and intelligent next-best-action recommendations during live calls or chats.
The business impact is a reduction of Average Handle Time (AHT) by up to 30% and dramatically cuts down agent onboarding cycles.

Engage customers seamlessly on their terms—voice, SMS, email, Teams, WhatsApp, or self-service portals—without ever asking them to repeat themselves.
Have a single unified workspace timeline that captures historical touchpoints across every digital channel.
Eliminate channel silos and elevate First Contact Resolution (FCR) rates.

Match the right issue to the right agent instantly based on skill, availability, customer history, and real-time urgency.
AI-driven case assignment rules, automated SLA breach prevention alerts, and skill-based matching engine.
Reduces escalation costs and ensures high-value or at-risk customers receive immediate priority.

Empower customers to help themselves while freeing up human agents for high-empathy, complex scenarios.
Dynamic Power Pages self-service portals, integrated knowledge bases, and Microsoft Copilot Studio virtual agents handling routine inquiries.
Lowers overall cost-to-serve while offering instant 24/7 customer resolution.

Operational Transformation Framework

ixSquare handles current operational weak links and bottlenecks directly before introducing the Microsoft solution.

Service bottleneck	Dynamics 365 + ixSquare solution	Strategic business impact
Siloed Agent Context	Unified agent workspace with 360° customer data feeds	Eliminates duplicate questions; improves First Contact Resolution (FCR).
Manual Case Triage	AI-based unified routing by skill, topic, and availability	Zero queue lag; cases reach the right specialist instantly.
Agent Burnout & Fatigue	Copilot auto-drafting responses and conversation summaries	Cuts administrative handle time by up to 30%.
Reactive Support	IoT-connected proactive service and automated dispatching	Fixes issues before the customer even notices an outage.