UK Dynamics 365 Contact Centre Partner

Cut Resolution Times
and Lower Costs with an
AI-First Contact Centre

Unify voice, chat, and email into one Copilot-powered workspace.
We implement Dynamics 365 Contact Centre to work
natively with your existing CRM, whether that is
Salesforce, ServiceNow, or D365.

No commitment. Response within 24 hours.
Microsoft Solutions Partner      4x Partner of the Year      20+ Years in Dynamics 365       500+ Implementations

The Cost of Disconnected Support Systems

Your Legacy Contact Centre Is Costing
More and Delivering Less

Abandoned Calls, Long Wait Times

Customers hang up before they reach an agent. Your IVR is outdated, your queues are long, and self-service options are limited or non-existent.
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Rising Cost Per Interaction

Headcount grows but resolution times stay flat. You are adding agents instead of adding automation. The economics are unsustainable.

Agents Juggling Five Screens

Your team switches between phone system, CRM, knowledge base, email, and chat tools. Every switch costs time. Every handover loses context.

No Visibility for Leadership

Your service director cannot see real-time queue depth, agent utilisation, SLA compliance in one
place. Reporting is manual and retrospective.
Dynamics 365 Contact Centre replaces this with one cloud platform – voice, chat,
email, social, AI self-service, and real-time analytics. All connected. All visible.

Enterprise Contact Centre as a Service (CCaaS)

One Cloud Platform. Every Channel.
Copilot AI Built In.

Dynamics 365 Contact Centre is a standalone, cloud-native platform that unifies your entire operation. Launched in 2024, it is Microsoft’s Copilot-first contact centre and it works natively with any CRM, including Salesforce and ServiceNow.

Your agents work in one screen

Voice, chat, email, SMS, social, and Teams, all in a single
workspace with full customer history and AI-suggested
responses. No tool-switching.

Your customers get faster answers

Copilot-powered IVR and chatbots resolve routine queries without a human agent. When a handover is needed, the
bot passes full context no repeat explanations.

Already on D365 Business Central, FSCM, or Customer Service?

Contact Centre integrates natively, putting your service, finance, and operations data in one connected view.
dynamics 365 contact centre one cloud platform

Dynamics 365 Implementation Process

Live in 12 Weeks, Not 12 Months

Fixed timeline. Fixed scope. Fixed price. Know exactly what you’re getting before we start.

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Week 1–2

Discovery

We audit your current contact centre channels, volumes, routing, IVR scripts, SLAs, integrations. You get a written scope and a clear quote before any work begins.
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Outcome: Clear understanding of your requirements

Week 3–8

Design & Configure

We configure D365 Contact Centre to your service model queues, skills-based routing, IVR flows, Copilot self-service, knowledge base, channel integrations.
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Outcome: Detailed scope and pricing

Week 9–12

Test & Train

Your team tests every call flow, chat route, and escalation path in sandbox. We train agents, supervisors, and admins. Go-live readiness confirmed.

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Outcome: Confident, productive users

Week 12–14

Go Live & Optimise

You go live with Mercurius IT support on standby. Post-go-live: we refine routing, tune Copilot prompts, and optimise based on real interaction data.

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Outcome: Long-term partnership

Most Mercurius IT contact centre deployments go live in 8–14 weeks. Scoped and quoted before we start.
Phased rollout available for complex environments.

Award-Winning UK Dynamics 365 Partner

Our commitment to innovation and client success has earned us
industry-leading recognition

2022

Partner of the Year

2023

Partner of the Year

2024

Pioneer in Technology

2025

Partner of the Year

What Our Clients Say

“Grundfos have been working with Mercurius on the development of an integrated Claims Management solution.

Based on Microsoft technologies it integrates with our CRM and ERP systems to substantially improve our claims management process. It also offers our customers a much-simplified approach to raising and completing a claim and enables them to both view and add claims online. Mercurius have shown themselves to be very responsive to our needs and we believe they represent great value for money.“

Jason Funnell
Director of Operations, Grundfos

“Not only did Mercurius beat our existing partner’s quote by a significant margin, they did it at a fixed price — removing our commercial risk. In the end, they guided us carefully through the process and also implemented some great improvements to our business.”

Nicholas Newitt

Director, Newitts & Co. Ltd.

Native Microsoft Copilot Integration

Your Agents’ AI Co-Pilot: Embedded in
Every Interaction

Copilot is not an add-on. Dynamics 365 Contact Centre was built Copilot-first AI is embedded
from the moment a customer reaches your IVR to the moment the case closes.

Dynamics 365 Contact Centre is a standalone, cloud-native platform that unifies your entire operation. Launched in 2024, it is Microsoft’s Copilot-first contact centre and it works natively with any CRM, including Salesforce and ServiceNow.

AI-Powered IVR & Self-Service

Copilot handles routine queries through voice and digital channels, checking order status, booking appointments, answering FAQs, without a human agent. When it cannot resolve, it hands over with full context.

Automated Wrap-Up & Notes

Copilot summarises every interaction of call, chat, email, and auto-populates case notes, saving agents 2–3 minutes per case. Supervisors get consistent, searchable records.

Sentiment Analysis & Escalation Alerts

Copilot monitors customer sentiment in real time. When frustration rises, it alerts supervisors and suggests de-escalation steps before the customer churns.

Supervisor Copilot

Service managers get AI-generated insights across the contact centre trend detection, agent coaching suggestions, demand forecasting, and SLA risk alerts without building custom reports.
Microsoft Copilot in D365 Contact Centre
Copilot capabilities are included with D365 Contact Centre licences. Mercurius IT configures
and enables Copilot as part of every deployment.

Unified Omnichannel Routing

Everything Your Contact Centre Needs to Scale

Voice, Chat, Email, SMS, Social

Every channel in one agent workspace. Your customers choose how to reach
you; your agents see the full history regardless of the channel.

Real-Time Analytics & Dashboards

Queue depth, wait times, CSAT, agent utilisation, SLA status all live. Your
service director sees the truth in one screen, not a monthly report.

Intelligent Skills-Based Routing

AI-powered routing sends each interaction to the best available agent or the best available bot. No manual queue management. No misrouted calls.

Works with Any CRM (Standalone)

Connects natively to Dynamics 365, Salesforce, or ServiceNow. Modernise your contact centre routing without ripping out your core CRM.

Self-Service IVR & Chatbots

Copilot-powered virtual agents handle routine queries 24/7 across voice & digital. You operates around the clock without adding shifts.

Microsoft Teams Integration

Agents escalate to subject-matter
experts via Teams mid-call. Back-office collaboration happens inside the same platform to drive up First Call Resolution.

Dynamics 365 Contact Centre
Implementation FAQs

How long does a D365 Contact Centre deployment take?

Most Mercurius IT deployments go live in 8–14 weeks. Timeline depends on number of channels, routing complexity, IVR requirements, and integration scope. Mercurius IT provides a clear timeline and quote as part of the free discovery assessment.

What does a D365 Contact Centre implementation cost?

Every Mercurius IT deployment is scoped and quoted before work begins. Cost depends on agent count, channels, IVR complexity, and integrations. A free assessment gives you the exact scope and price no surprise costs.

Does D365 Contact Centre require Dynamics 365 CRM?

No. D365 Contact Centre is a standalone product. It works with Dynamics 365, Salesforce, ServiceNow, or other CRMs. You do not need to replace your current CRM to modernise your contact centre.

Is Copilot AI included?

Yes. D365 Contact Centre is Copilot-first. AI self-service, real-time agent assist, automated summaries, sentiment analysis, and supervisor insights are included with eligible licences. Mercurius IT configures Copilot as part of every deployment.

Can we keep our existing telephony provider?

D365 Contact Centre supports bring-your-own-carrier (BYOC) and integrates with existing telephony infrastructure. You can also use Microsoft’s native voice channel. Mercurius IT assesses and recommends the best option during discovery.

How does this differ from D365 Customer Service?

D365 Customer Service is a CRM module for case management and agent workspace. D365 Contact Centre is a standalone cloud platform for the full contact centre operation — voice, IVR, routing, AI self-service, real-time analytics. They can work together or independently.

What support does Mercurius IT provide after go-live?

Managed support services post go-live, Copilot tuning, routing optimisation, new channel configuration, agent training, and ongoing enhancements. Available on a flexible subscription.

See Exactly How Dynamics 365 Contact Centre Fits Your Operation

Tell us about your channels, volumes, and biggest bottlenecks. A Mercurius IT architect will map
your current setup and show you exactly what this platform looks like for your business.
Scoped and quoted before we start. No commitment.

What Happens on the Call?

30-mins discovery call to understand your current             system

Free Implementation assessment with cost-benefit              analysis

Custom roadmap with timeline and pricing

No obligation – direct answers to your questions

Request Your Assessment

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  8–14 week go-live             Response within 2 hours            Copilot AI configure              Works with your existing CRM