What We Do · Customer Services
Every Interaction.One Connected Experience.
Unify engagement, personalise outreach and accelerate resolution with AI-enabled customer services.
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.
- 01
Listen & Respond
Spot enquiries, feedback and emerging concerns.
- 02
Personalise
Tailor outreach using customer signals and preferences.
- 03
Respond & Resolve
Route requests, equip agents and speed up resolution.
- 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.
- 01
Listen & engage socially
SOCIVIO365
- Social listening
- Unified social inbox
- Publishing & approvals
- Sentiment AI
- Post → case or lead
- 02
Engage & acquire
CUSTOMER INSIGHTS · JOURNEYS
- Real-time journeys
- Personalized campaigns
- Email, SMS & WhatsApp
- Copilot-drafted content
- Web & social lead capture
- Lead scoring
- 03
Serve — voice AI
VOICE AI
- AI voice agents
- Digital AI agents
- Multilingual, Arabic-first
- Tier-1 auto-resolution
- 24/7 & surge cover
- AI ↔ human handoff
- 04
Resolve — cases & knowledge
DYNAMICS 365
- Omnichannel cases
- Knowledge base & search
- SLAs & entitlements
- Routing & escalation
- Self-service portals
- Virtual agents
- 05
Assist with AI
COPILOT & QUALITY AI
- Copilot for Service
- Agent Copilot
- Copilot for Marketers
- Quality AI (100% QA)
- Automated coaching
- Next-best-action
- 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 / 04Social 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.
Track brand, keyword and competitor conversations, and manage responses across supported social channels.
Identify customer sentiment and emerging issues through AI-assisted analysis.
Turn relevant social posts into CRM cases or leads through supported Microsoft Dynamics 365 integration and mapped workflows.
AI-based content creation, plan, schedule and approve content through role-based publishing workflows and a governed calendar.
Review engagement, response times and sentiment trends through reporting and supported Power BI dashboards.
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 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.
- 01Social enquiry
- 02Case creation
- 03Department routing
- 04Citizen update
Enabling technologies: Socivio365 · Dynamics 365
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.
Technology ecosystem
Proven Platforms. Clear Purpose.
Intertec brings together its own IP, Microsoft technologies and specialist partners to address distinct service needs.
Microsoft Dynamics 365
Customer Insights for marketing journeys; Customer Service for cases and omnichannel support.
Learn moreMicrosoft Copilot + Power BI
Copilot support for employees and Power BI reporting for decision-makers.
Learn moreTechnology 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.
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.
- 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.
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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.