Transforming Customer Engagement with a Connected Cloud Contact Center
For healthcare-focused organizations, customer interactions need to be efficient, secure, and closely connected with the systems agents use every day.
Sagility needed to modernize its customer engagement environment while bringing its contact center and Microsoft Dynamics 365 closer together.
The goal was clear:
- Support inbound and outbound customer interactions
- Give agents customer information directly within Dynamics 365
- Simplify agent workflows through screen-pop and click-to-call
- Maintain secure enterprise authentication and access
- Establish reliable monitoring and operational visibility
- Build a scalable and highly available foundation
DataSleek designed and implemented an Amazon Connect-based contact center integrated with Microsoft Dynamics 365 to bring these capabilities together.
The Challenge: Connecting Contact Center Operations with the CRM
Sagility’s contact center required more than a cloud telephony platform.
The new environment needed to support IVR, intelligent routing, queues, call recording, outbound dialing, reporting, and agent workflows, while maintaining close integration with Microsoft Dynamics 365.
Agents needed access to relevant customer information without disconnected workflows. The platform also needed to synchronize customer and contact information, associate Amazon Connect Contact IDs with CRM interactions, and maintain interaction history.
Behind the agent experience, Sagility also required secure authentication, enterprise API integration, operational monitoring, scalability, and high availability for the supporting integration components.
The Solution: Amazon Connect + Microsoft Dynamics 365 Integration
DataSleek implemented a connected customer engagement environment with Amazon Connect at the center and Microsoft Dynamics 365 integrated into the agent experience.
Here’s how DataSleek built it:
1. Amazon Connect Contact Center Setup
DataSleek configured Amazon Connect to provide the core contact center capabilities required by Sagility, including:
- Inbound and outbound calling
- Contact flows and IVR
- Queues and intelligent routing
- Routing profiles and security profiles
- Business hours
- Call recording
- Operational metrics
This established a flexible cloud-based foundation for Sagility’s customer engagement operations.
2. Microsoft Dynamics 365 Integration
DataSleek integrated Amazon Connect with Microsoft Dynamics 365, connecting customer interactions with the CRM environment used by agents.
The integration enabled:
- Customer screen-pop
- Click-to-call
- Customer and contact synchronization
- Contact ID association
- Interaction history
This created a more connected agent experience by making customer context available directly within the CRM workflow.
3. Serverless Integration and Interaction Processing
DataSleek used AWS Lambda to provide serverless business logic supporting:
- CRM synchronization
- Contact Trace Record (CTR) processing
- Business rules
- External API integrations
Amazon Kinesis supported CTR streaming, while Amazon S3 provided scalable storage for call recordings.
Together, these services created the integration layer connecting Amazon Connect with Sagility’s broader enterprise environment.
4. Security, Availability and Monitoring
The supporting integration architecture was designed across multiple Availability Zones to provide a highly available foundation.
DataSleek incorporated:
- Microsoft SAML SSO for federated authentication
- AWS IAM for access control
- AWS KMS for data protection
- Private subnets and security groups
- Amazon CloudWatch for centralized monitoring, metrics, logs, and alarms
This provided Sagility with secure access and centralized operational visibility across the supporting environment.
The Impact: A Connected, Scalable Customer Engagement Platform
The implementation established a centralized Amazon Connect environment integrated with Microsoft Dynamics 365, giving Sagility a scalable foundation for its customer engagement operations.
Business & Operational Outcomes
- Unified inbound and outbound voice operations
- Integrated Dynamics 365 agent experience
- Screen-pop and click-to-call capabilities
- Customer and interaction synchronization
- Centralized call recording and CTR processing
- Secure SAML-based authentication and role-based access
- Centralized monitoring and operational visibility
- Highly available supporting integration architecture
The solution also successfully completed end-to-end testing and UAT with zero critical defects, including validation of inbound and outbound call flows and reporting, followed by customer sign-off.
Modern Customer Engagement, Built for Scale
By bringing Amazon Connect and Microsoft Dynamics 365 together, DataSleek helped Sagility establish a connected cloud contact center where customer interactions, CRM context, integration services, security, and operational monitoring work as part of a unified environment.
The resulting platform gives Sagility a scalable foundation for continuing to evolve its customer engagement operations.
