Every channel through unified routing, with a clean hand-off between AI agents and people.
02 · Telephony
Voice that arrives with the customer’s record.
Microsoft Teams Phone for the Microsoft clients, Cisco at Principality, Avaya at a national healthcare service: integrated so the agent sees who is calling, and designed first.
03 · AI agents and Copilot
Agents that know when to hand over.
Copilot Studio in the target architecture for self-service, and Copilot for the people on the floor, with a clear hand-over.
04 · Regulation and data residency
Defensible in every region.
For Microsoft, designs for three clients across the US, Europe, Asia and China, including a multi-tenant design for China.
Recent work
Financial services · Principality Building Society2026
From Cisco and Dynamics CRM to Dynamics 365 Contact Center.
The target architecture for the society’s move from its current Dynamics CRM and Cisco contact centre telephony to Dynamics 365, Contact Center, Copilot Studio and Microsoft Fabric.
For Microsoft · three clients2025 to 2026
Contact centres for the US, Europe, Asia and China.
Dynamics 365 Contact Center designs for rollouts across four regions, with Microsoft Teams Phone and a multi-tenant design for China.
Ways to start
Three ways to bring a contact centre together.
2 to 3 weeks · fixed scope
Contact centre read
Where the programme is, in language your sponsors and your team can both stand behind.
