How long does a Dynamics 365 Contact Center implementation take?

Timelines depend on the number of channels, integrations and the complexity of your existing contact centre estate. Kick's Rapid Diagnostic Workshop produces a scoped roadmap and timeline before implementation begins.

Dynamics 365 Contact Center: CCaaS built for agentic AI

Kick helps UK organisations modernise customer service with Dynamics 365 Contact Center - Microsoft's Copilot-first Contact Centre as a Service (CCaaS) platform. Unify voice, chat, email, SMS and social in one place, and put AI agents to work alongside your team.

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WHY IT MATTERS

Legacy contact centres can't keep up with what customers expect now

Customers want fast, personalised service on the channel of their choice. Patchwork tech stacks, disconnected data and bolted-on tools make that hard to deliver and expensive to maintain. Dynamics 365 Contact Center replaces the sprawl with one connected, AI-ready platform.

Upgrading from a legacy or on-premise contact centre?

Kick moves you from ageing telephony and standalone tools onto a single Microsoft-native CCaaS platform without losing the customer and case data you already rely on.

Running a different CCaaS or CRM today?

Dynamics 365 Contact Center works alongside your existing CRM or with Dynamics 365 Customer Service for a fully connected view. Kick manages the migration, integration and go-live.

THE PRESSURE ON CUSTOMER SERVICE

Why businesses are transforming customer service

Outdated systems and disconnected data aren't just an IT problem - they show up directly in cost, risk and customer experience.

86%

of IT leaders say patchwork tech stacks are creating financial strain and new security risks.

87%

of organisations struggle with disconnected customer data across their contact centre.

25%

of brands saw customer experience decline as a result of legacy, fragmented systems.

DYNAMICS 365 CONTACT CENTRE

What to expect from Dynamics 365 Contact Center

A Copilot-first CCaaS platform that brings self-service, agent-assisted service and operations together so every interaction counts, every rep is supported, and every leader has visibility.

Make every interaction count

AI-powered self-service, Copilot and AI agents deliver faster support, simpler interactions and stronger customer loyalty across every channel.

Elevate team impact

Give reps the right answers when they need them, with real-time visibility, coaching and AI-driven workforce planning.

Operate smarter

Run efficient, intelligent service operations on a secure, AI-ready platform that consolidates systems and scales with you.

How AI-powered customer service works

Follow a typical customer interaction and see how Dynamics 365 Contact Center supports customers, agents and supervisors throughout the journey.

A customer contacts support about a missing delivery. AI answers the enquiry, confirms details and identifies intent.

AI applies policy guidance and approved knowledge automatically. If escalation is needed, agents get full customer context from the start.

Quality and compliance monitoring runs in real time. AI checks conversations for key signals and prompts agents when action is needed.

Supervisors are alerted to risks before they escalate. Customers receive faster, more consistent outcomes.

Common questions

What is Dynamics 365 Contact Centre?

Dynamics 365 Contact Center is Microsoft's standalone Contact Centre as a Service (CCaaS) solution. It brings voice, chat, SMS, email and social channels into one Copilot-first platform, using AI agents to support customers and service teams, and connects to Dynamics 365 or your existing CRM.

Do we need Dynamics 365 Customer Service to use Contact Centre?

No. Dynamics 365 Contact Center is a standalone CCaaS platform and works with your existing CRM. Organisations already using Dynamics 365 Customer Service can combine the two for a fully connected view of customers and cases.

How does Kick help with a Ccaas transformation?

Kick starts with a CCaaS Rapid Diagnostic Workshop to baseline current performance, then designs, implements and supports Dynamics 365 Contact Center — aligning the technology to your operational priorities rather than starting with the platform.

How long does Dynamics 365 Contact Centre implementation take?

Timelines depend on the number of channels, integrations and the complexity of your existing contact centre estate. The Rapid Diagnostic Workshop produces a scoped roadmap and timeline before implementation begins.