Scattered customer information
Customer, order and service history is spread across multiple systems.
Turn customer service into customer action.
Give service teams a connected workspace to manage customers, orders, Fulfillment, cancellations, returns, refunds, payments and cases, with Dynamics 365 Commerce and enterprise systems working behind the experience.
The customer service challenge
Customers see one brand. Agents need one view.
When customer, order, fulfillment, payment and service information sits across different systems, agents spend more time searching and coordinating than helping customers.
Limited order visibility
Agents lack one view of orders, inventory, fulfillment and delivery.
Too many handoffs
Returns, refunds, payments and order changes require multiple teams and systems.
Slower resolutions
Disconnected processes create delays, callbacks and inconsistent customer experiences.
Core capabilities
Give service teams the context and tools to resolve.
Bring customer, commerce, service and transaction capabilities into one connected agent experience so teams can move from understanding the customer to completing the action.
Unified customer context
Bring customer profile, interaction history, orders, transactions and relevant service information into one connected agent experience.
Case & service management
Create, manage and resolve customer requests with ownership, status, history and relevant customer and commerce context connected throughout the service journey.
Order, inventory & Fulfillment
Give agents visibility into orders, available inventory, Fulfillment and delivery status and support relevant service actions from the same experience.
Cancellations, returns & refunds
Enable agents to support common post-purchase journeys including order cancellation, returns and refunds through connected Dynamics 365 commerce processes.
Payments & assisted commerce
Support secure pay-by-link and assisted commerce journeys without requiring agents to directly handle sensitive payment information.
Quotes, leads & opportunities
Turn service conversations into assisted-selling opportunities by supporting quotations and capturing relevant leads and opportunities for sales follow-up.
Where it fits
Built for commerce service teams that need one connected view.
Contact One brings customer context, orders, fulfillment, payments, returns and cases into one focused agent experience.
Best fit for
Retailers and omnichannel businesses
Support customers consistently across digital and store journeys.
Multi-system service teams
Reduce switching between commerce, ERP, CRM and service applications.
Dynamics 365 Commerce customers
Extend existing customer, order and fulfillment processes for agents.
Service modernization programs
Replace fragmented journeys with a focused connected workspace.
Frequently asked questions.
We confirm product fit and implementation scope against your actual environment.
Is Contact One a complete contact-center platform?
Contact One is a focused commerce-service workspace. Its fit depends on the channels, routing, workforce and telephony capabilities your organization requires.
Can it connect to legacy systems?
Yes, where suitable APIs or integration services are available. Discovery confirms the systems, data, security and response-time requirements.
Can agents send payment links?
The solution can support secure payment-link journeys through an approved payment provider and your configured business process.
Can the workspace be customized?
Yes. Views, workflows and integrations can be shaped around priority contact reasons and agent roles while keeping the experience focused.
Validate the fit
See how BASOFA Contact One fits your operating model.
Bring us the process, systems and constraints. We will help define the right scope and next step.