Normalized claim
Contact deflection: 20% increase
delivering 20% more contact deflection
Riverty deployed Dynamics 365 Contact Center with Copilot to modernize AI-ready customer service
Use case typeCustomer service agentUpdated Apr 21, 2026
Riverty deployed Microsoft Dynamics 365 Contact Center and Dynamics 365 Customer Service to create a unified, AI-ready customer service foundation across multiple European markets. The company used Copilot for Dynamics 365, Copilot Studio, Power Platform, Azure Service Fabric, and Azure Communication Services to support AI-driven automation, case management, workflow orchestration, and voice integration.
- Organization
- Riverty
- Industry
- Finance
- Location
- Netherlands
- Published
- April 2026
Reported outcomes
Contact deflection: +20%
Automation & deflection
Implementation time: 68 daysIssues resolved: 220 issuesMonthly interactions handled: 150,000 interactions
Catalog median for automation & deflection deployments: +49% across 19 reported metrics. Compare benchmarks →
Why do we believe this?Outcome claims, sources, and evidence checks
Normalized claim
Implementation time: 68 days
In 68 days, Riverty launched a modern contact center across multiple markets with zero service disruption
Normalized claim
Issues resolved: 220 issues
The company resolved 220 issues across multiple markets in multiple languages
Normalized claim
Monthly interactions handled: 150,000 interactions
450 users manage 150,000-plus interactions each month across three channels
Normalized claim
Frontline staff training completion: 100%
100% of frontline staff completed training with glowing feedback
Why do we believe this deployment?Customer identity, provider attribution, maturity, and source checks
- Customer
- Riverty
- Provider
- Microsoft
- Maturity
- Production
- Linked source
- Microsoft Customer Story
Riverty deployed Microsoft Dynamics 365 Contact Center and Dynamics 365 Customer Service to create a unified, AI-ready customer service foundation across multiple European markets
Customer identity supportedSource describes one deploymentMaturity supported
Primary read
Use case focus
Showing 2 of 2
- 1Customer service agent
- 2Contact center modernization
- Riverty launched a modern contact center on Dynamics 365 Contact Center and Dynamics 365 Customer Service, giving agents a unified foundation for connected engagement and case resolution.
- Copilot for Dynamics 365 was used to draft responses, summarize cases, surface knowledge, and support AI-generated summaries and sentiment analysis.
- Copilot Studio helped customize and manage AI capabilities, while Microsoft Power Platform orchestrated workflows across systems and dashboards tracked KPIs such as average handle time and first-contact resolution.
- In 68 days, Riverty launched the contact center across multiple markets with zero service disruption.
- The deployment delivered 20% more contact deflection, faster handling times, and more consistent, repeatable service operations.
- The new platform supports 450 users handling more than 150,000 interactions per month across chat, voice, and email.
- Riverty resolved 220 issues across multiple markets in multiple languages and completed 100% of frontline staff training.
Architecture
Riverty built a cloud-native contact center on Dynamics 365 Contact Center and Dynamics 365 Customer Service. Copilot for Dynamics 365 provides drafting, summarization, and conversational intelligence. Copilot Studio customizes and manages the AI capabilities, Power Platform orchestrates workflows, and Azure Service Fabric plus Azure Communication Services support reliability and voice integration.
Sources & evidence1
Evidence: Medium65/100Evidence strength
- Customer explicitly identified
- Deployment status explicitly supported
- Primary source available
- Quantified outcome available
- Technical implementation details available
Type: Customer StoryPublished: Jan 9, 2026Publisher: MicrosoftEvidence: PrimaryConfidence: High
AI-generated summary. Verify important details with the linked sources before relying on this case.
Explore related AI use cases
Customer evidence
Provider evidence
AI patterns
Browse the catalog
Was this useful?
Community
Comments
No published comments yet.