Dynamics 365 Customer Engagement

Unify Sales, Service, and Field Ops with Dynamics 365 Customer Engagement

Streamline Customer Interaction on One Connected Platform

Sales, service, field teams, marketing, and contact center agents operate in silos, limiting visibility across interactions. Agents lack context, journeys and pipelines remain disconnected, and teams maintain separate records, resulting in inconsistent, fragmented customer experiences.

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No CRM Context for Contact Center Agents

Agents lack visibility into work orders, history, and past cases, slowing resolution.

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Disconnected Marketing and Sales Journeys

Journeys, sales, and service data live in silos, limiting consistent engagement.

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No Single Customer Record

Customer data is fragmented across teams, causing duplicate records and disjointed conversations.

Unifying Six Modules Across Every Customer Touchpoint

As your Microsoft Dynamics 365 partner, Synoptek implements and manages the full Customer Experience portfolio. We deploy modules individually or as a phased program, all unified on Dataverse with a shared customer data foundation.

Power BI

Dynamics 365 Sales

Manage pipelines, track opportunities, and improve forecasting with AI-powered lead scoring and Copilot-assisted selling for both field and inside sales teams.

Synoptek

Dynamics 365 Customer Service

Deliver efficient support with case management, knowledge base, SLA tracking, and omnichannel routing, enhanced by Copilot with full customer context at every interaction.

Synoptek

Dynamics 365 Field Service

Optimize field operations with intelligent scheduling, work order management, IoT-driven dispatch, and mobile apps that connect technicians to real-time customer data.

Tableau

Customer Insights - Journeys

Orchestrate real-time customer journeys with AI-driven segmentation, personalized campaigns, and seamless cross-channel engagement across the lifecycle.

Data Insights and Visualization

Customer Insights - Data

Unify transactional, behavioral, and demographic data into a single customer profile with AI-powered insights such as churn prediction, lifetime value scoring, and dynamic segmentation.

Bold BI

Dynamics 365 Contact Center

Enable omnichannel engagement across voice, chat, email, SMS, and social with an AI-powered platform that delivers real-time guidance, transcription, intelligent routing, and complete CRM context.

Turning Customer Data into Actionable Intelligence

As part of our Dynamics 365 Customer Experience implementation, we enable pipeline management, opportunity tracking, and forecasting with AI-powered insights and Copilot-assisted selling for modern sales teams.

Dynamics 365 CRM Planning

D365 CE Planning and Solution Blueprint

Synoptek’s Dynamics 365 Customer Engagement consulting services align business processes, module needs, and licensing strategy before implementation.

  • Business process discovery workshops
  • Module and licensing guidance across the CE suite
  • Contact Center and Field Service scoping
  • Integration and dependency mapping
  • Copilot and AI readiness assessment
  • Phased rollout and TCO planning
Dynamics 365 CRM Integration

Dynamics 365 Customer Experience Implementation

Synoptek delivers end-to-end Dynamics 365 CRM implementation with industry-specific configurations and Copilot enablement.

  • Full deployment across all CE modules
  • Omnichannel Contact Center setup and routing
  • Customer Insights Journeys design and execution
  • Field Service scheduling and mobile enablement
  • Copilot configuration across modules
  • UAT, training, and go-live support
CRM Integration

CRM Integration

As a Microsoft Dynamics 365 partner, Synoptek integrates Dynamics 365 Customer Experience with ERP, telephony, e-commerce, and third-party systems to create a connected customer ecosystem.

  • Integration with Dynamics 365 Finance and Operations
  • Contact Center telephony and carrier integration
  • Field Service IoT and asset connectors
  • Customer Insights Data unification
  • Power Platform and Azure integrations
  • API management and data governance
Dynamics CRM Migration, Upgrade, and Optimization

CRM Migration, Upgrade, and Optimization

Synoptek manages the full lifecycle of Dynamics 365 Customer Engagement implementation projects involving migration and modernization, ensuring data integrity and improved performance.

  • Salesforce to Dynamics 365 migration
  • Legacy Dynamics CRM to cloud upgrade
  • Data mapping, cleansing, and migration
  • Code modernization and technical debt reduction
  • Copilot and Contact Center enablement post-migration
  • Performance tuning and adoption optimization
Support & Maintenance

Managed D365 CE Support and Maintenance

Our Dynamics 365 consulting services extend beyond implementation with proactive, AI-driven managed services that continuously optimize your CE environment.

  • Managed services across all CE modules
  • AI-led monitoring via the aiXops platform
  • Microsoft release and regression management
  • Ongoing enhancements and backlog management
  • User training and adoption programs
  • 24/7 global support
Copilot and AI Enablement Across D365 CE

Copilot and AI Enablement Across D365 CE

Synoptek helps organizations realize the full value of Dynamics 365 Customer Experience by activating and governing Copilot across every module, ensuring measurable business impact.

  • Copilot readiness assessment
  • Sales and Customer Service Copilot setup
  • Contact Center agent assists with configuration
  • Field Service Copilot deployment
  • Customer Insights AI scoring and segmentation
  • AI governance and responsible use framework

Enhancing Customer Experience with AI

Synoptek’s aiXops platform enhances Dynamics 365 Customer Experience by extending Microsoft Copilot capabilities with built-in governance. Through AI enablement, we provide real-time visibility into adoption, performance, and optimization opportunities across your entire CE environment.
Synoptek

Copilot for Sales

Summarize open deals, draft follow-up emails using CRM context, recommend next best actions, and forecast pipelines through natural language queries.

Copilot for Contact Center

Guide agents in real time, transcribe calls, route intelligently, generate auto-case summaries, and surface relevant knowledge articles during voice and digital interactions.

Copilot for Customer Service

Summarize cases, draft contextual responses, surface knowledge base content, and recommend sentiment-aware escalation paths for faster resolution.

Copilot for Field Service

Summarize work orders, optimize scheduling with AI recommendations, and enable natural language access to asset and service history for mobile field technicians.

Copilot for Customer Insights Journeys

Build audience segments with AI, generate customer journeys from natural language, create personalized email and SMS content, and optimize A/B test outcomes.

AI Scoring via Customer Insights Data

Predict churn, calculate lifetime value, build propensity models, and refresh audience profiles in real time across sales, service, and marketing.

Drive Proven Results with AI-powered Cloud CRM

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Frequently Asked Questions

Dynamics 365 Customer Engagement is a suite of connected applications—Sales, Customer Service, Field Service, and Customer Insights—that unifies customer data and enables end-to-end engagement on Microsoft Dataverse.

Dynamics 365 Sales and Salesforce both deliver CRM capabilities, but Dynamics 365 Sales is tightly integrated with Microsoft tools like Teams, Power BI, and Copilot for seamless productivity and AI-driven insights.

Synoptek delivers end-to-end Dynamics 365 Customer Experience implementation, including solution design, module deployment, integration, migration, Copilot enablement, training, and managed services across the full CE suite.

Yes. We de‑risk migrations with a structured playbook: discovery & data audit → field/object mapping → environment provisioning → iterative pilots → training & change management → hypercare and value reviews. Where appropriate, we align with Microsoft FastTrack guidance and advise on current Bridge to Cloud incentives, so you move with confidence and cost control.

Copilot boosts productivity and CX by drafting emails and case responses, summarizing interactions, surfacing knowledge, and recommending next-best actions, all inside the seller/agent workspace. In service, AI also powers intelligent routing, sentiment analysis, translation/transcription, and (with Dynamics 365 Contact Center) gen‑AI IVR and bots for higher containment and faster resolution. The result: shorter handle times, better first‑contact resolution, and happier customers and teams.

Dynamics 365 consulting services ensure that your Customer Engagement implementation is aligned with business processes, integrates seamlessly across systems, and is optimized for long-term value. As a Microsoft Dynamics 365 partner, Synoptek provides end-to-end consulting to design, implement, and continuously improve your CE environment with Copilot and AI built in.

Connect with a Solution Expert

Synoptek