PKO Leasing boosts call center efficiency with AI-powered automation

PKO Leasing, a leading leasing company in Poland, faced persistent challenges with their outdated on-premises call center platform. Agents and IT teams were encumbered by manual processes, limited IVR configurability, restricted reporting, and frequent system failures. Seeking a robust and modern customer service solution, PKO Leasing piloted and fully implemented Dynamics 365 Contact Center—integrated with Azure Communication Services, Power BI, and Power Automate. The deployed solution incorporates Microsoft Copilot to automate call summarization and sentiment analysis, significantly enhancing agent productivity and reducing the need for IT intervention. Within a rapid rollout, PKO Leasing integrated telephony with Azure Communication Services and synchronized business data via Azure Data Factory and Service Bus. Power BI dashboards provided real-time insights into performance metrics, allowing managers to independently tailor their analytics environment. Automated call recordings and surveys facilitated compliance, improved issue tracking, and helped maintain high regulatory standards. Managers gained autonomy to adjust IVR configurations and extract actionable insights with minimal technical assistance. Automated call summaries saved more than 550 hours per month for agents. The implementation produced a marked increase in customer satisfaction metrics, with Net Promoter Score rising five points and first call resolution improving from 71% to 74%. The enhanced system paved the way for additional Microsoft-powered features, such as rapid onboarding of new staff and knowledge base creation using Copilot. Nine months post-implementation, organizational efficiency and the quality of customer interactions saw lasting improvements.