What challenges did Rabobank face before AI implementation?

Enterprises needed efficient omnichannel customer service to handle large communication volumes. High call handling times were reducing agent productivity. Fragmented customer communications across channels harmed customer experience. Manual call analysis and post-call summary tasks consumed agent time and delayed follow-up. Customers needed improved workforce collaboration and access to expert knowledge in real time.

What was the impact of the AI solution?

Faster call handling and reduced overall handling time for customer inquiries. Facilitated workforce collaboration within the Teams environment.

Source

MicrosoftProductionEvidence: Low40/100

Anywhere365 revolutionizes omnichannel customer service for global enterprises

Use case typeCustomer support automationUpdated Jun 13, 2026

Anywhere365, a Netherlands-based SaaS communications company, integrated Azure Communication Services into their Dialogue Cloud platform to improve omnichannel customer service for enterprises worldwide. Their solution takes advantage of Microsoft Teams integration, Azure AI, and Azure OpenAI models to deliver AI-powered features like real-time call transcription, conversation summarization, agent assist, chat translation, and automated form filling from voice data. The platform enables companies to handle incoming calls efficiently via the Call Automation API, direct communication to the right agents, and enable rapid information capture and sharing. Deployments utilize Microsoft Copilot Studio for enhanced agent productivity within the Teams environment, driving faster response times and a better experience for both customers and service agents. Brands leveraging this technology, including Rabobank, DHL, Emirates, KPMG, Mazda, Deloitte, Aldi, Vodafone, and Zeiss, now benefit from streamlined communications, flexible omnichannel reach, and embedded contact center capabilities directly in Teams. The solution is available via Azure Marketplace, enabling customers to leverage Microsoft investments. Overall, the integration enhances customer experience, agent efficiency, and provides rapid, accurate customer interactions.

Organization: Rabobank
Industry: Tech & Comms
Location: Netherlands

Why do we believe this deployment?Customer identity, provider attribution, maturity, and source checks

Customer: Rabobank, DHL, Emirates, KPMG, Mazda, Deloitte, Aldi, Vodafone, ISS
Provider: Microsoft
Maturity: Production
Linked source: anywhere.now

Deployed Microsoft Copilot Studio for rapid custom workflow development, increasing agent productivity

Customer identity supportedSource describes one deploymentMaturity supported

Primary read

Use case focus

Showing 3 of 4

1Omnichannel Contact Center Automation
2Real-Time Call Transcription and Summarization
3AI-Powered Agent Assist for Customer Service

Enterprises needed efficient omnichannel customer service to handle large communication volumes.
High call handling times were reducing agent productivity.
Fragmented customer communications across channels harmed customer experience.
Manual call analysis and post-call summary tasks consumed agent time and delayed follow-up.
Customers needed improved workforce collaboration and access to expert knowledge in real time.

Implemented Azure Communication Services within the Dialogue Cloud for omnichannel call management.
Used Azure AI for real-time call transcription, conversation summarization, and chat translation.
Integrated Azure OpenAI models for agent assist, auto-summarization, and data extraction from calls.
Embedded the contact center in Microsoft Teams for seamless communications and easy access to corporate knowledge.
Deployed Microsoft Copilot Studio for rapid custom workflow development, increasing agent productivity.

Technologies

Azure Communication Services Azure AI Azure OpenAI Microsoft Teams Copilot Studio

Faster call handling and reduced overall handling time for customer inquiries.
Facilitated workforce collaboration within the Teams environment.

Architecture

Incoming calls are routed into Anywhere365’s Dialogue Cloud platform where Azure Communication Services handles call automation—answering, audio prompts, and streaming. Azure AI transcribes audio in real time. Azure OpenAI generates conversation summaries and assists agents. The system integrates with Microsoft Teams for agent access, and Copilot Studio for custom workflows, enabling automated capture of call data into business apps. Chat translation and form autofill also leverage AI and OpenAI models. The entire contact center experience is natively embedded in Teams, run on Azure infrastructure.

Sources & evidence1

Evidence: Low40/100Evidence strength