From Tendfor KCC to Microsoft Teams Telephony with Dynamics 365 Contact Center
OVAM wanted to modernize its KCC environment. The existing Tendfor solution no longer met the desire to help citizens faster, more personally, and in a scalable way. Additionally, …
Marc van Aerde | 365 Angels
Project Angel
The challenge
OVAM wanted to modernize its KCC environment. The existing Tendfor solution no longer met the desire to help citizens faster, more personally, and in a scalable way. Additionally, OVAM sought a closer integration with Dynamics 365 and a platform that intuitively supports employees and facilitates hybrid working.
The solution
365 Angels replaced the Tendfor KCC environment with Microsoft Teams Telephony combined with Dynamics 365 Contact Center. With Microsoft Copilot Studio, conversation flows, recognition of help requests, and self-service dialogues were developed, allowing employees to respond more quickly and citizens to experience more first-time-fix solutions. We delivered a phased migration without disruption to the primary customer contact, including adoption training, runbooks, and clear management agreements.
The results
Higher accessibility, better reporting, and an improved employee experience. OVAM now has a unified platform for calling, routing, queues, and reporting, with context from Dynamics 365 directly visible. Using Copilot Studio makes it easy to optimize dialogues based on feedback and quickly publish new scenarios. Employees work entirely in Microsoft 365; supervisors manage with real-time dashboards and historical analyses.
What the client says
We zochten geen tool, maar een manier om burgers sneller én persoonlijker te helpen. Met 365 Angels en het Microsoft-platform is dat precies wat we nu doen. De overstap van Tendfor naar Teams Telefonie met Dynamics 365 Contact Center verliep verrassend vlot, zonder merkbare verstoring voor onze burgers. Dankzij Copilot Studio kunnen we gespreksflows continu verfijnen. Onze medewerkers krijgen betere ondersteuning en de inzichten in Dynamics maken het verschil.
Consultants involved
Written by
Marc van Aerde
Laden...Project Angel
Senior Microsoft 365 consultant met ruime ervaring in enterprise deployments en end-user adoption trajecten.
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