From Cost Centre to Value Driver: Transforming Contact Centres with DCC

For too long, contact centres have been seen as cost centres. But with the right tools, they can become powerful engines of customer satisfaction and business growth.

For too long, contact centres have been seen as cost centres. But with the right tools, they can become powerful engines of customer satisfaction and business growth. Today, emerging technologies are redefining what’s possible in this space. Artificial intelligence (AI) is at the forefront, helping contact centres automate routine tasks, analyse customer sentiment in real time, and provide personalised support across multiple channels. This shift enables agents to focus on complex queries and high-value interactions, ultimately driving better outcomes for both customers and businesses.

Integration with platforms like Microsoft Teams is also transforming the contact centre landscape. Teams makes it seamless for staff to collaborate, share information, and connect with customers all within a unified environment. By combining AI-driven solutions such as Copilot with Teams Telephony, organisations can streamline operations, enhance productivity, and ensure every customer interaction is both efficient and engaging.

These innovations not only reduce operational costs but also empower contact centres to deliver exceptional experiences, positioning them as strategic assets that boost customer loyalty and fuel business growth.

Dynamics 365 Contact Center (DCC) is built for the modern enterprise, setting a new standard for customer engagement and operational agility. By seamlessly blending the advanced capabilities of AI, real-time analytics, and Microsoft Teams integration, DCC empowers organisations to transform their contact centres into dynamic, customer-centric hubs. Whether your team is responding to high call volumes, handling complex queries, or collaborating across departments, DCC offers the flexibility and intelligence needed to deliver outstanding service across every channel.

Key Benefits:

• Boost Agent Productivity: With the support of Copilot, agents are freed from repetitive, manual tasks and can dedicate more time to meaningful, high-value customer interactions. Automated workflows, knowledge suggestions, and instant access to customer history streamline the day-to-day, reducing burnout while enabling staff to resolve enquiries faster and with greater confidence.
• Improve Customer Experience: DCC’s intelligent IVR system guides callers quickly to the right resource, minimising frustration and wait times. Real-time sentiment analysis means agents can tailor their approach based on each customer’s mood and needs, creating more personalised and effective conversations. Every touchpoint becomes an opportunity to build stronger relationships and exceed expectations.
• Enhance Operational Efficiency: By integrating communication, analytics, and workflow tools within a single platform, DCC eliminates silos and optimises the end-to-end service process. Automated case routing, unified dashboards, and comprehensive reporting enable leaders to identify trends, allocate resources intelligently, and drive continuous improvement—resulting in faster resolutions, reduced costs, and better business outcomes.

If your organisation is based in APAC, has 100–300 employees, and relies on Microsoft Teams or Dynamics 365, DCC is the solution you’ve been waiting for.

Be secure. Be resilient. Be future-ready.

👉 Want to learn more?

Join Exigo Tech’s experts at the Effective CX with Contact Centre and Copilot webinar on 18 November 2025, 2:00PM–2:45PM AEDT.