What We Do · Customer Service

Every Interaction.One Connected Experience.

Unify engagement, personalise outreach and accelerate resolution with AI-enabled customer service.

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  • Social Engagement
  • Personalised Marketing
  • Customer Service
  • Voice AI

Impact

The Impact Behind Better Service.

Selected customer results illustrate improvements in responsiveness and service efficiency.

0%

First-contact resolution

0 →1.4

Minutes of waiting time, down from 6

0+

Cases managed in launch week

The service journey

One Journey. Four Connected Capabilities.

Bring customer insight, relevant outreach and effective support into a coordinated journey.

  1. 01

    Listen & Respond

    Spot enquiries, feedback and emerging concerns.

  2. 02

    Personalise

    Tailor outreach using customer signals and preferences.

  3. 03

    Respond & Resolve

    Route requests, equip agents and speed up resolution.

  4. 04

    Retain & Grow

    Learn from service data and anticipate future needs.

Across the Customer Lifecycle

Social, Marketing, Customer Service and Voice AI on one Microsoft platform.

  1. 01

    Listen & engage socially

    SOCIVIO365

    • Social listening
    • Unified social inbox
    • Publishing & approvals
    • Sentiment AI
    • Post → case or lead
  2. 02

    Engage & acquire

    CUSTOMER INSIGHTS · JOURNEYS

    • Real-time journeys
    • Personalized campaigns
    • Email, SMS & WhatsApp
    • Copilot-drafted content
    • Web & social lead capture
    • Lead scoring
  3. 03

    Serve — voice AI

    TANGO PRO · VOICE AI

    • AI voice agents
    • Digital AI agents
    • Multilingual, Arabic-first
    • Tier-1 auto-resolution
    • 24/7 & surge cover
    • AI ↔ human handoff
  4. 04

    Resolve — cases & knowledge

    DYNAMICS 365

    • Omnichannel cases
    • Knowledge base & search
    • SLAs & entitlements
    • Routing & escalation
    • Self-service portals
    • Virtual agents
  5. 05

    Assist with AI

    COPILOT & QUALITY AI

    • Copilot for Service
    • Agent Copilot
    • Copilot for Marketers
    • Quality AI (100% QA)
    • Automated coaching
    • Next-best-action
  6. 06

    Know, retain & grow

    CUSTOMER INSIGHTS · DATA

    • Unified 360° profile
    • Retention & win-back
    • Usage-triggered upsell
    • CSAT & social sentiment
    • Journey attribution
    • Power BI dashboards

Solutions

Four Solutions. One Service Strategy.

Explore the technologies that bring social conversations, personalised outreach, case resolution and AI-assisted support into a coordinated service approach.

01 / 04

Social Engagement

Use Intertec’s Socivio365 to detect emerging concerns, manage social care and turn relevant posts into trackable cases or leads.

Capability deep dive

Social Engagement From Public Feedback to Accountable Action.

Use Intertec’s Socivio365 to detect emerging concerns, manage social care and turn relevant posts into trackable cases or leads.

Explore Personalised Marketing in depth

Track brand, keyword and competitor conversations, and manage responses across supported social channels.

Applied customer experience

See It in Action.

Explore four practical scenarios—from a social complaint becoming a service case to AI-assisted calls and virtual consultations.

  • Social Post → Service Case

    Watch Socivio365 identify a complaint, assess sentiment and create a tracked Dynamics 365 case.

  • Live Voice AI Conversation

    Explore a configured Tango Pro voice journey, including an escalation to a human agent with context.

  • Copilot in the Case

    See how Microsoft Copilot can assist agents with summaries, draft replies and knowledge suggestions.

  • Virtual Patient Consultation

    Follow a healthcare journey from booking and virtual waiting room to a consultation and service follow-up.

Industries

Your Industry. Your Service Priorities.

Explore sector-specific service scenarios shaped around operational pressures, customer expectations and regulatory needs.

From Citizen Complaint to Accountable Response

The challenge

Departmental silos and high enquiry volumes can leave citizens waiting for updates.

How Intertec helps

Capture citizen feedback as trackable cases, streamline departmental routing and provide bilingual support.

  1. 01Social enquiry
  2. 02Case creation
  3. 03Department routing
  4. 04Citizen update

Enabling technologies: Socivio365 · Dynamics 365 · Tango Pro

Healthcare solutions

Virtual Care, Connected to the Patient Journey.

Bring scheduling, secure virtual consultations and coordinated follow-up into the patient service journey with Enghouse Vidyo and supported integrations.

  • Before the visit

    Scheduling, reminders, technology self-test and virtual waiting-room check-in.

  • During the consultation

    Clinical-grade video, EHR-launched visits, remote examination peripherals and multi-party participation.

  • After the consultation

    Linked patient records, follow-up service cases, care-team tasks and recall journeys.

EHR integration, peripheral support, security and deployment requirements must be assessed for each healthcare environment.

Clinicians reviewing a patient journey on a tablet

Technology ecosystem

Proven Platforms. Clear Purpose.

Intertec brings together its own IP, Microsoft technologies and specialist partners to address distinct service needs.

Intertec-owned IP

Socivio365

Social listening, publishing, sentiment and post-to-case workflows.

Microsoft platform

Microsoft Dynamics 365

Customer Insights for marketing journeys; Customer Service for cases and omnichannel support.

Specialist partner

Tango Pro

Voice and digital agents, agent guidance and quality monitoring.

Microsoft AI & analytics

Microsoft Copilot + Power BI

Copilot support for employees and Power BI reporting for decision-makers.

Healthcare partner

Enghouse Vidyo

Virtual consultations, waiting rooms and supported EHR workflows.

Technology enablers

The Technology Behind the Workflow.

Extend service workflows with agent assistance, automation, customer portals and actionable reporting.

  • Microsoft Copilot & Copilot Studio

    Assist service agents and marketers; design task-specific conversational and workflow agents where licensed and configured.

  • Power Platform, Dataverse & Power Pages

    Connect data, automate workflows and extend customer-facing portals through Microsoft’s business applications ecosystem.

  • Power BI & Customer Voice

    Monitor operational KPIs, SLAs and customer feedback; provide reporting for continuous service improvement.

  • Microsoft Fabric

    An additional data and analytics option within the wider Microsoft portfolio, where the solution architecture calls for it.

Clinicians reviewing a patient journey on a tablet

Industry Understanding. Delivery Accountability.

Intertec combines solution design, implementation and ongoing support to address complex service requirements.

Industry-Led Expertise

Knowledge of public sector, financial services, utilities, healthcare and other GCC industries.

Intertec-Owned IP

Socivio365, developed by Intertec for social care and CRM workflows.

Technology Ecosystem

Enterprise platforms and specialist partners selected for the use case.

GCC Readiness

GCC market experience and Arabic-language service options.

End-to-End Delivery

Discovery, proof of value, pilot and phased rollout.

Application Managed Services

Ongoing Dynamics 365 support and optimisation for greater operational efficiency.

Your path to value

From Opportunity to Operational Value.

Start with a priority service challenge, validate the approach and expand with a delivery plan built around your organisation.

Discover

Assess service journeys, channel demand, data readiness and measurable priorities.

Demo & PoV

Explore relevant use cases using the platforms and workflows that matter to your teams.

Pilot

Validate an agreed scenario, operating model and success measures before wider rollout.

Scale & Run

Extend proven workflows with integration, adoption support and ongoing optimisation.

Explore the wider Microsoft portfolio

Beyond Customer Experience.

Customer service connects with broader business operations. Discover adjacent areas of Intertec’s Microsoft Business Applications portfolio, from ERP and supply chain to finance workflows and AI.

Related offering

E-Invoicing & Finance Automation

Explore how electronic invoicing and connected finance workflows can fit within your wider Dynamics 365 environment, from issuing and validating invoices to posting them into finance.

  • Electronic invoicing
  • Finance workflows
  • Dynamics 365 Finance
  • ERP & Supply Chain ManagementDynamics 365 Finance, Supply Chain Management and Project Operations for connected enterprise processes.
  • Copilot & AI for Business ApplicationsCopilot Studio, custom agents and workflow automation to extend supported business applications.

Let's begin

Rethink What Your Service Operation Can Achieve.

Discuss your service priorities and identify practical opportunities to improve responsiveness, productivity and customer satisfaction.

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