By Kasturi Datta |
Technology retail company Kotsovolos has reduced its average handling time by 30 per cent since its deployment of Microsoft Dynamics 365 Contact Centre in February 2026.
Previously, the Greece-based retailer had 400 agents handling five million customer calls annually before it deployed Dynamics 365 Contact Center seven months ago.
The solution has helped Kotsovolos automate campaigns and streamlined customer interactions for employees by compiling assets information, service history and prior interactions at the start of each call. AI-powered transcription, summarisation and analysis tools have also enabled continuity during follow-up interactions and reduced time spent on a call.
Dynamics 365 Contact Center is combined with Azure Communication Services for telephony, Omilia IVR – an AI-powered interactive voice response (IVR) system – and AudioCodes as a secure voice gateway, enabling Kotsovolos to introduce modern contact centre capabilities to its existing IVR investment.
“This wasn’t just a technology upgrade – it was a strategic decision to build a unified customer engagement platform,” said Panos Kanellopoulos, customer experience and digital channels manager at Kotsovolos. “We chose a platform that can continuously evolve because we wanted to build for the future, not spend the next few years catching up to it.”
In addition to reduced handling times, the call abandon rate has fallen by 10 per cent and customer satisfaction scores have increased by six per cent over the last seven months.
“The results speak for themselves, but what matters most is the strategic shift,” said Michail Michelakis, senior directs of IT and business operations at Kotsovolos. “Our contact centre is no longer just a support function, it’s the central nervous system through which we monitor, manage, and resolve operational issues in real time.”
The organisation is preparing to expand its AI capabilities by using Microsoft Copilot Studio to build its first custom agent. The agent will function as an AI-powered IVR for employees and assist with routing internal support calls across more than 100 stores.