The power of proactive engagement in Dynamics 365 Contact Center

 What is proactive engagement and why is it essential in 1404?

Proactive engagement means that the organization communicates with the customer before he calls. Dynamics 365 Contact Center offers this capability natively. Customers no longer wait for a response. Proactive engagement increases customer satisfaction by 45%. Leading companies have reduced the volume of inbound calls by 60% with proactive engagement. Microsoft Dynamics 365 is the best platform to implement an proactive engagement strategy. Proactive engagement not only reduces support costs, but also strengthens customer loyalty. Proactive engagement with Copilot AI creates a fully personalized experience.

How does Dynamics 365 Contact Center enable proactive engagement?
Dynamics 365 Contact Center, along with Customer Insights — Journeys and Copilot Studio, is the most powerful proactive engagement platform. Intelligent voice bots can automate thousands of daily calls. Low-code tools have made it possible to design complex flows without programming. Dynamics 365 CRM CE acts as the core of customer information. All customer data is stored in standard CRM CE entities. Multi-channel proactive engagement (voice, SMS, email, WhatsApp) is implemented in a unified platform. Microsoft adds new capabilities to this platform every month.

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Microsoft CRM مایکروسافت سی آر ام

Implementing proactive engagement in Dynamics 365 CRM Customer Engagement (CE)
Dynamics 365 CRM CE is the foundation of any successful proactive engagement project. Default entities such as Contact, Account, Case, and Activity are the core. Proactive engagement is impossible without a strong and clean CRM CE. Customer data is stored in the Contact and Account entities. The history of all interactions is recorded in the Activity entity. Workflows and Power Automate Flows form the main triggers for proactive engagement. For example, when the “Payment Status” field on the Invoice entity changes to “Pending,” a Flow is triggered. This Flow starts a Journey in Customer Insights — Journeys. Dynamics 365 CRM CE also allows you to create custom fields, such as “Preferred Contact Window.”

Use Workflow and Power Automate in CRM CE for proactive engagement
Power Automate is a modern alternative to classic Workflows in Dynamics 365 CRM CE. Real-time Flows are triggered based on data changes in entities. Scheduled Flows are used for periodic reminders. For example, a daily Flow finds all open Cases older than 7 days. A predictive call is then initiated through Contact Center. Business Process Flows can also drive proactive engagement steps. Combining Power Automate with Dataverse Triggers creates very high accuracy and speed. Dynamics 365 has over 100 ready-made triggers for standard entities.

Dial Modes in Dynamics 365 داینامیکس 365 Contact Center
Copilot Dial is fully automated and ideal for mass notifications. The Copilot voice bot announces late payments, shipping delays, or service outages. Preview Dial allows the agent to see the full 360-degree view of the customer in CRM CE before calling. The agent initiates the call with a single click. Progressive Dial strikes a smart balance between automation and human presence. Predictive Dial (coming soon) is designed for campaigns in the millions. All of these modes are directly connected to CRM CE entity data.

Real-world examples of implementing proactive engagement with Dynamics 365 CRM CE
Large banks identify delinquent customers with Flow in CRM CE. Copilot Dial then performs automated reminders. Insurance companies follow up with Preview Dial within 2 hours of a new claim. Online stores detect abandoned carts on Opportunity entities. Combined SMS and call increases recovery rates by 35%. Utility companies notify all customers in an area with Copilot Dial before a planned outage. All of these scenarios were implemented in less than 3 weeks with Dynamics 365 CRM CE.

Competitive advantages of Active Engagement with Microsoft Dynamics 365
CRM نرم افزار CRM and Contact Center software have 100% native integration. No need for middleware or complex connectivity. Total cost of ownership (TCO) is up to 50% lower than separate solutions. Monthly Microsoft updates add new features for free. Enterprise-level security and compliance with GDPR, TCPA and Iranian laws are guaranteed. Active Engagement is available with this platform from day one. Small teams of 5 people can manage large projects.

The future of Active Engagement in Dynamics 365
Microsoft will make Predictive Dialing public in 2025. Conversational SMS and two-way WhatsApp will be added soon. Predictive AI will predict customer behavior. Dynamics 365 CRM CE remains the core of all these capabilities. Organizations that implement Active Engagement today will be the market leaders tomorrow.

Proactive engagement with Dynamics 365 Contact Center and CRM CE is no longer an option, it is a strategic necessity. If you want to take your contact center and CRM to the next level, contact our team of experts who have successfully implemented over 100 Dynamics 365 projects today.

Frequently Asked Questions about Proactive Engagement in Dynamics 365 Contact Center and CRM CE
What exactly is proactive engagement and how is it different from reactive support?
Proactive engagement means that the organization communicates with the customer before the customer calls or reports a problem. Unlike reactive support that waits for the customer to call, proactive engagement anticipates and resolves problems.

Do we have to buy Dynamics 365 Contact Center to use proactive engagement?
Yes, advanced automated outbound call capabilities (Copilot Dial, Preview Dial, etc.) are only available in Dynamics 365 Contact Center. But you can start with CRM CE and Customer Insights — Journeys licenses and add Contact Center later.

Can Active Engagement be implemented in CRM CE without a developer?
Absolutely. All scenarios can be implemented with Power Automate, Customer Insights — Journeys and Dynamics 365 Contact Center low-code tools. Your business experts can easily build flows.

Which standard CRM CE entities are important for active engagement?
The most important entities are: Contact, Account, Case, Invoice, Opportunity and Activity. All call and SMS history is automatically recorded in Activity.

Is Active Engagement compliant with Iranian data protection laws and GDPR?
Yes. Dynamics 365 has all the Consent Management, Preferred Call Window and Opt-out capabilities natively. Microsoft also provides full support for TCPA and OFCOM regulations.

When to use Copilot Dial and when to use Preview Dial?
Copilot Dial is suitable for mass and simple notifications (e.g. payment reminder, service outage). Preview Dial is suitable for sensitive and complex issues that require high personalization (e.g. insurance claim follow-up or sales to a VIP customer).

How many outbound calls can you make per day with this system?

With Predictive Dial (coming soon) and the right license, up to several hundred thousand outbound calls per day are possible. Large companies in the world make more than 1 million successful calls per day with this platform.

Can active engagement be done only with SMS and email, without voice calls?

Yes, absolutely. Customer Insights — Journeys has the ability to send SMS, email and even WhatsApp conversations on its own and does not require a Contact Center.

How long does it take to implement active engagement?

Standard projects (payment reminder, case follow-up, abandoned cart) are usually fully operational within 2–4 weeks.

How much does it cost to implement active engagement?
The exact cost depends on the number of users and call volume. To receive an accurate quote tailored to your organization, contact our expert team for a free consultation.

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