Agents juggled disconnected systems while customers repeated themselves. AI now surfaces the full picture on arrival—handling time down 30%.
Greece's leading electronics and home solutions retailer, with over 100 stores across Greece and Cyprus and 400 contact center agents handling 5 million customer interactions annually.
The legacy contact center platform lacked AI capabilities and forced agents to switch between disconnected systems with no unified customer view,...
“By extending our investment in Microsoft technology with Dynamics 365 Contact Center we transformed customer service into a strategic advantage. The platform enables us to innovate faster, improve efficiency, and accelerate our vision of AI working alongside employees to deliver exceptional experiences across every customer communication.”
Electric utility and power generation company in Greece.
Helped Kotsovolos deploy and integrate Dynamics 365 Contact Center.
Enterprise software, cloud infrastructure, and consumer electronics platform.
Public Power Corporation (PPC)'s Call summarization is part of this use case:
Related implementations across industries and use cases
Scattered data slowed reps handling 150K monthly interactions. AI drafts replies and summarizes cases so teams focus on conversations.
Contextless forms and limited chatbots bottlenecked support. Now, AI agents resolve multilingual queries and auto-generate IT tickets.
Manual call notes burdened agents, while managers struggled to track promises. Now, AI copilots automate summaries and verify commitments.
Agents spent up to 6 minutes writing inconsistent notes. Now, AI instantly summarizes 55,000 weekly calls directly into the CRM.
Complex email chains bottlenecked utility agents. AI now summarizes 55k threads monthly, cutting handling time by 87%.
Most employees couldn't reach the data without an analyst. Refinery experts now build soft sensors through conversation, no code needed.
Finance hunted IBANs by hand; legal had no self-service; HR drowned in FAQs. Six AI agents—one chat interface—freed 7,500 hours annually.
Agents summarized every call by hand and memorized talk scripts. Voice-to-text and real-time screen pops cut after-call work by 80%.
Agents juggling fragmented systems and memory for life-safety calls. One platform + AI copilot cut onboarding from 6 weeks to 2.
Agents juggled disconnected systems while customers repeated themselves. AI now surfaces the full picture on arrival—handling time down 30%.
Greece's leading electronics and home solutions retailer, with over 100 stores across Greece and Cyprus and 400 contact center agents handling 5 million customer interactions annually.
The legacy contact center platform lacked AI capabilities and forced agents to switch between disconnected systems with no unified customer view,...
“By extending our investment in Microsoft technology with Dynamics 365 Contact Center we transformed customer service into a strategic advantage. The platform enables us to innovate faster, improve efficiency, and accelerate our vision of AI working alongside employees to deliver exceptional experiences across every customer communication.”
Electric utility and power generation company in Greece.
Helped Kotsovolos deploy and integrate Dynamics 365 Contact Center.
Enterprise software, cloud infrastructure, and consumer electronics platform.
Public Power Corporation (PPC)'s Call summarization is part of this use case:
Related implementations across industries and use cases
Scattered data slowed reps handling 150K monthly interactions. AI drafts replies and summarizes cases so teams focus on conversations.
Contextless forms and limited chatbots bottlenecked support. Now, AI agents resolve multilingual queries and auto-generate IT tickets.
Manual call notes burdened agents, while managers struggled to track promises. Now, AI copilots automate summaries and verify commitments.
Agents spent up to 6 minutes writing inconsistent notes. Now, AI instantly summarizes 55,000 weekly calls directly into the CRM.
Complex email chains bottlenecked utility agents. AI now summarizes 55k threads monthly, cutting handling time by 87%.
Most employees couldn't reach the data without an analyst. Refinery experts now build soft sensors through conversation, no code needed.
Finance hunted IBANs by hand; legal had no self-service; HR drowned in FAQs. Six AI agents—one chat interface—freed 7,500 hours annually.
Agents summarized every call by hand and memorized talk scripts. Voice-to-text and real-time screen pops cut after-call work by 80%.
Agents juggling fragmented systems and memory for life-safety calls. One platform + AI copilot cut onboarding from 6 weeks to 2.