As the cash management platform expanded across multiple regions and time zones, customer interactions grew significantly, increasing pressure on support teams to deliver consistent service experiences. The organization faced operational complexity in managing cases across multiple regions. The existing support model struggled to maintain consistent case resolution standards, structured release management, and controlled enhancements within the Dynamics 365 environment.
To address these challenges, Synoptek implemented an intelligent Dynamics 365 Contact Center solution. Using the voice channel with the Contact Center Voice Add-on, the system introduces advanced telephony capabilities, including intelligent call routing, real-time insights, and automated case creation. Email-to-case automation and keyword-based analysis further enhanced service efficiency by automatically categorizing incoming requests and routing them through configured workstreams and queues.
The transformation delivered measurable improvements in operational performance and service delivery across global contact center operations.
- Centralized service operations: Unified voice, email, and case management through Dynamics 365 Contact Center for consistent global support.
- Improved agent productivity: Automated routing, IVR workflows, and email-to-case capabilities reduced manual effort and accelerated resolution times.
- Enhanced customer experience: Multilingual IVR, intelligent routing, and automated surveys enabled faster responses and improved visibility into customer satisfaction.
Customer: A transformative cash management platform
Profile: The client helps financial institutions and consumer businesses optimize the performance of their cash ecosystems through a single end-to-end partnership and a unique business intelligence platform.
Industry: IT Services and IT Consulting
Services: Intelligent Contact Center IVR Implementation on Microsoft Dynamics 365