Calls, WhatsApp and Instagram. One desktop, one owner.
We implement Dynamics 365 Contact Center and take care of what is usually left out: telephony, with Microsoft Teams Phone and a Teams-certified SBC that connects your current carrier, and WhatsApp and Instagram, with our own connector that brings them to the same agent desktop.
Dynamics 365 Contact Center
Dynamics 365 Customer Service
Copilot StudioDo you recognize any of these situations?
These are the situations we see most often when a project starts. If any sounds familiar, let's talk.
Let's talkThe PBX does not talk to the CRM
Telephony and cases live in separate systems and the agent works with two screens.
Disconnected channels
Phone, WhatsApp, chat and email share neither history nor priority.
Queues without visibility
Wait times, abandonment and SLAs with no real-time dashboards.
Agents without context
Every call starts from scratch: the customer repeats what they already said.
Limited self-service
The IVR only transfers; it does not resolve.
This is how every call and message travels to your team.
Click each part to see what it does. Where it says "or", you choose based on what you already have.
Calls through your usual carrier
The customer dials the number they already know. The call comes in through the SIP trunks of your current carrier, whether Entel, Movistar, Claro, WOM, GTD or another: you keep your numbers and your contract.
WhatsApp Business messages
Built for Meta Business accounts: messages arrive from the official WhatsApp Business Platform API. The account, the number and the verification in Meta Business Manager remain yours.
Instagram direct messages
For Instagram professional accounts linked to your Meta Business Manager. Direct messages come into the same desktop as WhatsApp and calls. Instagram is not a native Dynamics 365 channel: that is why W-IT Bridge exists.
Web chat and email
They come in through the native Dynamics 365 channels and share the same customer history as calls and messages.
Voice option 1: AudioCodes SBC
An AudioCodes SBC, certified for Microsoft Teams, connects your carrier to Teams Phone through Direct Routing. It can be physical or virtual on Azure. W-IT designs the voice architecture, configures it with the carrier and tests quality and load.
Voice option 2: your own SBC
If your company already runs an SBC certified for Microsoft Teams, we connect it to Teams Phone through Direct Routing and you do not need to buy another one. This is the typical case for carriers and telecom companies.
Messaging option 1: W-IT Bridge
Developed by W-IT for Meta Business accounts. It receives every WhatsApp and Instagram message directly from Meta's APIs, identifies the customer in the CRM and delivers it to the right queue. It does not store conversations and runs in W-IT's cloud or in yours.
Messaging option 2: Twilio or another provider
WhatsApp can also come in through a messaging provider (BSP) such as Twilio, using the Dynamics 365 WhatsApp channel. W-IT Bridge is the alternative when you want a direct connection to Meta, Instagram included and rule-based routing.
Platform: queues and skills per channel
Each channel has its own queues, skills and rules: IVR and recording for voice; templates and business hours for WhatsApp and Instagram; SLAs and cases for chat and email. Unified routing assigns every contact by skill, priority and team capacity, and supervisors see everything in real time.
AI agent: answers first, in voice and chat
A Copilot Studio agent answers common questions at any hour, queries your systems and resolves what it can. When a person is needed, it hands off to the human agent with the full context of the conversation.
The agent receives the handoff with context
They handle calls and messages on a single screen, with a summary of what the AI agent already discussed, the customer history and the Dynamics 365 Customer Service cases and SLAs. Copilot suggests replies and closes the case.
Microsoft technology, chosen for your process.
Dynamics 365 Contact Center
Cloud voice, conversational IVR, unified routing and real-time supervision.
When it fits: When you want to replace or integrate your PBX with digital service.
Details at Microsoft ↗
Dynamics 365 Customer Service
Cases, SLAs, knowledge base and agent desktop.
When it fits: When every interaction must be logged and resolved with traceability.
Details at Microsoft ↗
Copilot Studio
Self-service agents in voice and chat that resolve before transferring.
When it fits: When a large share of inquiries is repetitive.
Details at Microsoft ↗
Microsoft 365 Copilot
Copilot for the agent: conversation summary, suggested replies and automatic case closure.
When it fits: When you want to cut handling time without losing quality.
Details at Microsoft ↗Microsoft Teams Phone
voice with Direct Routing and Teams Phone Extensibility; a Teams-certified SBC connects your carrier's trunks.
When it fits: When you want to keep your numbers and your carrier, or migrate your PBX.
Details at Microsoft ↗Product icons and names are Microsoft trademarks and are used only to identify the products we implement.
Success by Design, in waves.
Microsoft's implementation framework for Dynamics 365, delivered in short waves: the first goes live with the most urgent process and the next ones extend what is already in use.
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We understand your business and define what goes live first.
Success by Design · Solution Blueprint Review beginsWhat we do
- Requirements gathering and validation with process owners.
- Mapping of current processes, data and systems.
- Wave definition: what goes live first and what comes next.
- Prioritization of AI use cases and assessment of data and governance.
What you get
- High-level solution approach.
- Wave plan with scope and success criteria.
- Risks identified from the start.
AIAI in this phase
Automated analysis of environments and the entity-relationship model, and prioritization of AI use cases.
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We design the complete solution before building.
Success by Design · Solution Blueprint ReviewWhat we do
- Definition of every workstream and the detailed plan.
- Architecture: data model, security, integrations and ALM.
- Scope of each agent and human oversight points.
- Responsible AI review: privacy, transparency and accountability.
What you get
- Solution Blueprint: the complete solution design.
- Updated project plan.
- Testing and data migration strategies.
AIAI in this phase
Design and business rule drafts generated with AI and reviewed by our architects.
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We build in sprints, with demos and technical reviews along the way.
Success by Design · Implementation ReviewsWhat we do
- Configuration and development in sprints, with a demo at the end of each one.
- Integrations and data migration.
- Implementation Reviews: data, security, integration, ALM and testing.
- Agent prototyping and evaluation: accuracy, coverage, safety and latency.
What you get
- Tested functional increments every sprint.
- Findings and recommendations from each review.
- Agents evaluated with real scenarios.
AIAI in this phase
AI-assisted customizations and automated testing.
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We prepare the people and the go-live.
Success by Design · Go-live Readiness ReviewWhat we do
- User acceptance testing (UAT) and user training.
- Cutover plan with go/no-go criteria and go-live rehearsals.
- Support model and deployment runbook.
- Agent validation with representative production data and monitoring in place.
What you get
- Trained users and approved UAT.
- Cutover plan and deployment runbook.
- Go-live with reinforced support (hypercare).
AIAI in this phase
Real usage measured from the start to guide adoption.
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We stabilize, measure and prepare the next wave.
Success by Design · Stabilization and transition to supportWhat we do
- Post-go-live stabilization.
- Application management services (AMS).
- Continuous agent monitoring: response quality, usage and drift.
- Next wave: improvements and new use cases.
What you get
- AMS support with agreed service levels.
- Periodic agent evaluations and platform updates.
- Solution evolution roadmap.
AIAI in this phase
Agents in production with continuous monitoring and periodic evaluations.
Shall we talk about your case?
Tell us what you have in mind and we will discuss your scenario, no strings attached.