In today’s fast-paced business environment, customers expect immediate and seamless support, no matter which channel they use. This session demonstrates how Dynamics 365 Contact Center and Business Central can be combined to deliver a truly integrated customer service experience, eliminating the need to switch between systems.

We’ll walk through a real-world scenario: a customer calls to report a defective product. The call is routed through Contact Center, where the agent can instantly access Business Central data (orders, invoices, inventory,..) directly within the Dynamics interface. From the agent's panel, the product’s serial number is verified, the issue is logged, and a return is initiated in Business Central, all without leaving the screen.

Key takeaways:

• How to embed Business Central data into Contact Center using Dataverse virtual tables

•Streamlining support workflows to reduce response times and operational errors

•Delivering a consistent, omnichannel experience across voice, WhatsApp, and more

Whether you're a developer, consultant, or solution architect, this session will provide practical insights into building connected support experiences that leverage your Business Central deployment to delight your customers.