What challenges did ContactSense face before AI implementation?

Needed efficient, scalable collaborative customer support across multiple channels. Required seamless handoffs from AI to human agents to maintain high service quality. Sought actionable insights from conversation analytics to improve processes. Faced challenges providing agents with unified customer views and context. Demanded secure sharing and management of sensitive conversational data.

What was the impact of the AI solution?

Enabled efficient AI-driven customer interactions across voice, chat, and web. Improved customer and agent experience through agile escalation and agent assist. Generated actionable insights from detailed BI reports and dashboards. Empowered agents with 360-degree customer views. Enhanced productivity and service quality.

Source

MicrosoftLive source

ContactSense redefines customer engagement with intelligent contact center platform

Use case typeCustomer service automationUpdated Jun 13, 2026

Systems Limited developed ContactSense, an advanced omnichannel contact center platform leveraging Azure OpenAI Service and Dynamics 365 Omnichannel. The solution delivers intelligent, context-aware engagements across web, chat, and voice, supporting real-time escalation to live agents. It includes speech-to-text, agent assist, customer 360 view, case management, knowledgebase, and detailed BI dashboards. The architecture offers actionable analytics differentiating agent vs. AI outcomes, securely shares data with business units, and enhances productivity and quality of customer service interactions.

Organization: ContactSense
Industry: Tech & Comms
Location: Pakistan
Published: June 2025

Reported outcomes

Strategic outcomes

Customer experience & trustEnabled AI-driven omnichannel customer interactionsSpeed & agilityImproved escalation to human agentsBetter decisions & insightGenerated actionable conversation insightsCustomer experience & trustEmpowered agents with customer 360 views

Primary read

Use case focus

Showing 3 of 3

1Voice and Chat Omnichannel Customer Interaction
2AI Customer Service Agent with Human Escalation
3Unified Agent Workspace with BI-Driven Insights

Needed efficient, scalable collaborative customer support across multiple channels.
Required seamless handoffs from AI to human agents to maintain high service quality.
Sought actionable insights from conversation analytics to improve processes.
Faced challenges providing agents with unified customer views and context.
Demanded secure sharing and management of sensitive conversational data.

Implemented Azure OpenAI for AI-powered natural conversation and summarization.
Used Azure OpenAI Speech for speech-to-text and text-to-speech interactions.
Integrated Microsoft Dynamics 365 Omnichannel for central case management.
Deployed BI dashboards for real-time analysis of conversation outcomes.
Provided secure, enterprise-grade data sharing and self-service BI tools for business units.

Technologies

Azure OpenAI Azure AI Dynamics 365 Speech Service Power BI

Enabled efficient AI-driven customer interactions across voice, chat, and web.
Improved customer and agent experience through agile escalation and agent assist.
Generated actionable insights from detailed BI reports and dashboards.
Empowered agents with 360-degree customer views.
Enhanced productivity and service quality.

Architecture

ContactSense combines Azure OpenAI (for conversation and speech AI) with Dynamics 365 Omnichannel for case workflow and escalation. The solution provides an integrated agent and customer workspace, supports escalation to live agent with automated context sharing, and delivers BI-driven actionable analytics from all interactions. Secure data distribution is powered by controlled enterprise data sharing and self-service analytics.

Implementation partners1

Systems Limited

Sources & evidence1

Live sourceStill referenced

The case's original source is still reachable.