Normalized claim
Average handle time: 30% decrease
reduced its average handle time by 30 percent
MicrosoftEvidence: Medium50/100
Qatar Charity Enhances Call Center Efficiency with Microsoft Azure and AI
Use case typeContact center modernizationUpdated Jan 1, 2025
Qatar Charity faced inefficient call center operations, fragmented data management, and high IT maintenance costs. Netways implemented INNOV8 for Copilot Studio using Microsoft Azure, Dynamics 365 Customer Service, Azure Communication Services, Power Apps, Azure Logic Apps, and Copilot Studio to unify communication channels, automate routine donor calls, and add AI-driven insights. The solution modernized the charity's call center into a cloud-based, omnichannel service environment with custom Copilot support and rapid low-code customization.
- Organization
- Qatar Charity
- Industry
- Other
- Location
- Qatar
- Published
- January 2025
Reported outcomes
−30%
average handle timeTime & speed
+25%customer satisfaction−40%IT maintenance costs+20%agent productivity+15%accessibility
Strategic outcomes
Speed & agilityUnified call center operationsCustomer experience & trustImproved donor and community serviceCost efficiencyReduced IT operational burden
Why do we believe this?Outcome claims, sources, and evidence checks
Normalized claim
Customer satisfaction: 25% increase
increased customer satisfaction by 25 percent
Normalized claim
IT maintenance costs: 40% decrease
achieved a 40 percent reduction in IT maintenance costs
Normalized claim
Agent productivity: 20% increase
increasing overall productivity by approximately 20 percent
Normalized claim
Accessibility: 15% increase
increasing the engagement rate by 15 percent compared to previous channels
Why do we believe this deployment?Customer identity, provider attribution, maturity, and source checks
- Customer
- Qatar Charity
- Provider
- Microsoft
- Maturity
- Unknown
- Linked source
- Microsoft Customer Stories
No explicit deployment-stage evidence found.
Customer identity supportedSource describes one deploymentMaturity evidence evaluated
Primary read
Use case focus
Showing 3 of 3
- 1Contact center modernization
- 2Customer service automation
- 3Omnichannel service delivery
- Inefficient call center operations
- Fragmented data management systems
- High IT maintenance costs
- Limited advanced analytics and AI capabilities
- Difficulty consolidating communications across channels
- Built a unified cloud-based call center platform on Microsoft Azure
- Integrated voice, chat, WhatsApp, email, and social media into Dynamics 365 Customer Service with Azure Communication Services
- Used Power Apps and Azure Logic Apps to customize and deploy the solution quickly
- Built a custom Copilot with Copilot Studio to automate routine tasks and provide intelligent assistance
- Added AI-driven analytics and predictive insights for call center workflows
- Reduced average handle time by 30 percent
- Increased customer satisfaction by 25 percent
- Cut IT maintenance costs by 40 percent
- Increased agent productivity by 20 percent
- Improved accessibility by 15 percent
Architecture
Netways used Microsoft Azure as the cloud platform and integrated Dynamics 365 Customer Service, Azure Communication Services, Power Apps, Azure Logic Apps, and Copilot Studio to create an omnichannel call center. The implementation centralized donor inquiries and case management across voice, chat, WhatsApp, email, and social media, while custom Copilot and AI automation handled routine interactions and analytics.
Sources & evidence1
Evidence: Medium50/100Evidence strength
- Customer explicitly identified
- Primary source available
- Quantified outcome available
- Technical implementation details available
Type: Customer StoryPublished: Jan 1, 2025Publisher: MicrosoftEvidence: PrimaryConfidence: High
AI-generated summary. Verify important details with the linked sources before relying on this case.
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