Normalized claim
Productivity: 70% increase
Projected 70% increase in agent productivity.
Improving Financial Services Contact Centers Through AI-driven Personalization
Use case typeCustomer service automationUpdated Jun 13, 2026
Financial services organizations face operational challenges in their contact centers, including fragmented customer data, repetitive manual processes, high staff turnover, and persistent fraud threats. Capgemini partnered with Microsoft to deploy Dynamics 365 Contact Center integrated with Microsoft 365 Copilot and Dataverse, creating a Copilot-first contact center platform. The solution automates repetitive tasks, delivers real-time insights, assists with fraud detection, and supports omnichannel communication. By unifying data from multiple sources, agents provide more personalized, efficient customer interactions, reduce average handling times, and increase productivity. Enhanced workflow automation, optimization analytics, and secure fraud monitoring empower both staff and managers. The AI platform ensures regulatory compliance and adapts to evolving demands through cloud-based scalability.
Planned next steps
- The source says the organization aims to achieve Productivity: +70%.
Why do we believe this?Outcome claims, sources, and evidence checks
Why do we believe this deployment?Customer identity, provider attribution, maturity, and source checks
- Customer
- Financial services organizations (exact names not disclosed)
- Provider
- Microsoft
- Maturity
- Production
- Linked source
- Capgemini
Financial services organizations face operational challenges in their contact centers, including fragmented customer data, repetitive manual processes, high staff turnover, and persistent fraud threats
Customer identity supportedSource describes one deploymentMaturity supported
Primary read
Use case focus
Showing 3 of 5
- 1AI-powered Omnichannel Contact Center
- 2Real-time Customer Sentiment Analysis
- 3Automated Fraud Detection for Contact Centers
- Capgemini deployed Microsoft Dynamics 365 Contact Center with Copilot and Dataverse.
- Automated routine tasks, enabled real-time sentiment analysis, and workflow optimization.
- Unified customer data for instant agent access, enhancing personalization and efficiency.
- Delivered proactive fraud alerts and seamless omnichannel support.
- Integrated with existing CRM systems for under-one-roof management.
Technologies
- Significantly reduced average handle time and operational workload.
- Improved customer satisfaction and agent retention rates.
Architecture
Dynamics 365 Contact Center integrates with Microsoft 365 Copilot and Dataverse to support omnichannel communication. Customer data is unified from multiple touchpoints; AI tools automate workflow and deliver real-time guidance to agents. Security protocols and fraud detection analytics run across the connected cloud platform.
Sources & evidence2
Evidence: Medium60/100Evidence strength
- Customer explicitly identified
- Deployment status explicitly supported
- Quantified outcome available
- Technical implementation details available
- Multiple corroborating sources available
Published: Jun 26, 2024Publisher: Capgemini
AI-generated summary. Verify important details with the linked sources before relying on this case.
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