Dynamics 365 Contact Center implementation for Freedom Broker

Freedom Broker, a finance-focused holding operating in Kazakhstan, required an automated omnichannel contact center to support retail and corporate clients across telephony, website, messaging apps and social channels. The existing landscape relied on fragmented point solutions and manual routing, which caused slow response times, poor visibility and inconsistent NPS measurement. Awara IT implemented Microsoft Dynamics 365 Kazakhstan Localization together with Customer Service, Marketing, Customer Voice, Power Platform, Power BI and Copilot Studio to consolidate channels and automate front-line support.

The project delivered a single case-management backbone, real-time agent assistance via Copilot Studio across WhatsApp/Telegram/web and telephony, and automated NPS capture through Customer Voice. The solution improved SLA adherence, reduced manual handling, and provided leadership with consolidated analytics for ongoing service improvement — while addressing local language and regulatory requirements in Kazakhstan.

Müşteri / Sektör / Ülke

Freedom Broker is a Kazakhstan-based financial holding operating in the banking & insurance sector, providing brokerage and client support services across retail and corporate lines. The project targeted the holding's customer support operations across Kazakhstan with regional compliance and language needs.

İş zorluğu

Freedom Broker's client support operated across multiple disconnected channels: legacy telephony (Asterisk), website chat, WhatsApp, Instagram and ad-hoc chatbots. Each channel produced separate records, requiring manual case consolidation and routing by contact center supervisors. This fragmentation increased average response and resolution times, created inconsistent customer experience, and limited the ability to capture reliable NPS and CSAT metrics.

Operational pain points included lack of a unified customer view, low automation of repetitive tasks, no centralized reporting for SLAs, and limited agent guidance for complex financial inquiries. The holding also needed a solution that supported Kazakh and Russian languages and complied with local data handling and audit requirements for the finance industry.

Neden Dynamics 365 seçildi

Microsoft Dynamics 365 was selected because it provides a unified Customer Service platform that integrates natively with Dynamics CRM, Marketing, Customer Voice, Power Platform and Power BI — minimizing custom middleware and enabling a single customer record across channels. Dynamics 365's extensibility allowed the team to implement Kazakhstan-specific localization, required security controls, and integrate with the holding's Asterisk telephony and messaging channels.

Awara IT's approach emphasized a Microsoft-stack solution to leverage existing licensing, Azure Active Directory for SSO and security, and Copilot Studio to embed AI-driven agent assistance and conversational bots. The solution favored low-code Power Platform components for workflows and rapid iteration, enabling the holding to achieve measurable improvements without replacing core systems.

Uygulanan modüller

• Dynamics 365 Customer Service (case management, omnichannel routing)
• Dynamics 365 Marketing (customer journeys for service follow-up)
• Customer Voice (NPS and CSAT questionnaires)
• Copilot Studio (conversational AI for WhatsApp, Telegram, web, telephony)
• Power Automate (routing, ticket creation, SLA automation)
• Power BI (operational and executive dashboards)
• Dynamics 365 Kazakhstan Localization package
• Omnichannel for Customer Service connectors (web chat, social channels)

Entegrasyonlar

• Asterisk telephony connector for inbound/outbound calls and CTI
• WhatsApp Business API and Telegram messaging via Copilot Studio
• Website chat widget integrated into Dynamics 365
• Instagram messaging connector
• Customer Voice tied to case lifecycle for automated NPS surveys
• Azure AD for SSO and role-based access control
• Holding's client master data via secure API integration
• Power BI integration for operational and SLA reporting

Yerelleştirme ve uyumluluk

The implementation used Microsoft Dynamics 365 Kazakhstan Localization to ensure language, formats and fiscal/legal considerations matched local requirements. Awara IT configured multilingual support (Kazakh and Russian) across agent UI and customer-facing templates, and ensured audit trails, retention policies and role-based access conformed to Kazakhstan's financial data handling expectations. Data residency and secure API connections were designed to meet the holding's regulatory and internal compliance standards.

İş değeri

The Dynamics 365 Contact Center consolidated disparate channels into a single case-management system, delivering predictable SLAs and centralized reporting. Automation and Copilot-driven assistance reduced manual work and standardized responses for routine inquiries, freeing senior agents to handle complex financial cases. The integration of Customer Voice enabled consistent NPS capture tied directly to case outcomes, giving the holding actionable feedback to prioritize improvements.

From a governance perspective, the Kazakhstan-localized deployment met language and data handling needs while leveraging Azure AD and Microsoft platform security. Operational leaders gained real-time dashboards in Power BI for capacity planning and SLA monitoring, enabling data-driven staffing and continuous service improvement across the contact center.