Understand
Start with the business outcome and the problem you’re trying to solve.
AI Shouldn't Sit Alongside Your Business
AI creates the greatest value when it becomes part of the work itself.
Your sales team shouldn’t have to leave CRM to find the information they need. Your customer service team shouldn’t have to search across multiple systems to understand a case. Your marketers shouldn’t have to manually move information between campaigns, customers and channels. Your project managers shouldn’t spend hours gathering information just to produce a status report.
The opportunity is to put intelligence inside the process. That’s the shift from AI assistance to AI-powered business applications.
Move beyond AI assistants and isolated automation. Embed Copilot, AI Agents and intelligent automation directly into the business applications that power your sales, service, marketing, customer engagement and project delivery.
CPS helps organisations turn everyday business processes into intelligent, connected and increasingly agentic experiences.
What Could AI Change?
Imagine If Your Business Applications Could Do More
- Sales Could Spend More Time Selling: AI can prepare sellers for meetings, summarise customer interactions, identify opportunities and reduce CRM administration.
- Customer Service Could Resolve More At First Contact: AI can bring together customer history, cases and knowledge to help agents understand an issue and identify the next best action.
- Marketing Could Move At The Speed Of Opportunity: AI can help create campaigns, personalise communications and identify what is working.
- Field Teams Could Arrive Better Prepared: AI can bring together customer, asset, job and historical information before a technician arrives.
- Contact Centres Could Understand The Whole Customer: AI can connect conversations with customer context, history and service information across channels.
- Project Teams Could Spend Less Time Reporting: AI can bring together project information, actions, risks and dependencies to provide a clearer picture of project health.
From CRM To Agentic CRM
The CRM System Is Becoming An Intelligent Workspace
CRM has traditionally been somewhere people record what happened. The opportunity now is to create a system that can help people understand what is happening and what should happen next.
Imagine a salesperson opening an opportunity and immediately seeing:
- Customer history
- Recent interactions
- Opportunity status
- Key risks
- Relevant documents
- Recommended next actions
- Suggested communications
And instead of manually updating everything afterwards, AI can help capture and update the information as part of the workflow.
Less administration. More customer time.
CPS Agentic Business Solutions
Accelerate Your Sales Teams
Microsoft Dynamics 365 Sales provides the CRM foundation. AI adds intelligence to the process.
- Prepare For Meetings: Summarise customer interactions, opportunities and key insights so sellers arrive better prepared.
- Draft Customer Communications: Generate relevant emails, proposals and follow-up content based on the customer context.
- Summarise Opportunities: Provide concise views of deal progress, risks and potential next actions.
- Update CRM Records: Reduce manual administration by helping capture and update customer information.
- Surface Customer Insights: Identify opportunities, patterns and next best actions.
The result
More time selling. Less administration. Better-informed sales teams.
From Applications To Intelligent Processes
The Real Opportunity Isn’t AI Inside One Application
The bigger opportunity comes when AI can work across the organisation.
For example:
1.
A customer submits an enquiry.
2.
An AI Agent understands the request.
3.
CRM provides customer context.
4.
Knowledge provides the relevant information.
5.
The Contact Centre manages the conversation.
6.
An Agent progresses the underlying process.
7.
The customer receives an update.
8.
The CRM record is updated.
9.
The organisation gains insight from the interaction.
That's more than an AI feature...
It’s an intelligent business process.
What Makes A Business Application AI-Ready?
AI becomes much more powerful when the underlying application environment is connected.
- Good Data: AI needs trusted information.
- Connected Systems: Customer, operational and project information shouldn’t remain isolated.
- Clear Processes: AI needs to understand what it’s helping to achieve.
- Secure Access: People and Agents need appropriate permissions.
- Governance: AI actions need clear boundaries and oversight.
- Adoption: People need to understand how AI changes their role.
CPS brings these elements together rather than treating AI as a feature added onto an existing application.
The CPS Approach
We Transform The Process, Not Just The Application
Map
Understand the people, process, data and systems involved.
Identify
Determine where Copilot, Agents, automation or application transformation can create value.
Connect
Bring the relevant Microsoft technologies together.
Transform
Redesign the process around people and AI.
Adopt
Help employees and teams work effectively in the new environment.
Optimise
Measure results and identify the next opportunity.
The Microsoft Technology Behind It
The customer doesn’t need to navigate Microsoft’s product portfolio alone.
CPS brings the relevant capabilities together.
- Dynamics 365: The business application foundation for CRM, sales, marketing, service and field operations.
- Copilot: AI assistance embedded into everyday work and business applications.
- Copilot Studio: Create Agents around specific business processes.
- Power Platform: Connect applications, workflows, data and automation.
- Dataverse: Provide the trusted business data foundation.
- Microsoft Fabric: Connect operational data with analytics and intelligence.
- Contact Centre: Connect voice, digital engagement and AI-powered service.
- Microsoft Security & Purview: Protect the information, identities and processes supporting AI.
Common AI Business Application Opportunities
- Sales: Reduce administration and help sellers focus on customers.
- Marketing: Create more personalised campaigns faster.
- Customer Service: Resolve enquiries faster and improve consistency.
- Contact Centres: Connect conversations with customer context.
- Customer Engagement: Create more connected customer journeys.
- Project Delivery: Reduce reporting overhead and improve project intelligence.
- PMO: Improve governance, visibility and decision-making.
The Outcomes
What Changes When Your Applications Become Intelligent?
- More Productive Teams: Reduce administration and help people focus on higher-value work.
- Faster Customer Responses: Bring information and intelligence together when it’s needed.
- Better Customer Experiences: Create more relevant, consistent and connected interactions.
- Improved Decision-Making: Give teams and leaders better visibility into what is happening.
- Reduced Operational Pressure: Use AI to absorb repetitive activities and growing demand.
- Connected Business Processes: Remove the gaps between applications, teams and customer interactions.
- Greater Organisational Capacity: Do more with the people and resources you already have.
Why CPS?
We Connect AI To The Work That Matters
The value isn’t in having AI inside Dynamics 365.
The value is what happens when your people can achieve more because it’s there.
CPS brings together:
- AI Expertise: We understand Copilot, Agents and the wider AI ecosystem.
- Business Application Expertise: Deep experience across Dynamics 365, CRM, customer engagement and project delivery.
- Process Transformation: We look at how work should happen, not simply how to automate the existing process.
- Connected Customer Journeys: We bring CRM, AI, Contact Centre and digital channels together.
- Industry Understanding: We understand the challenges of complex and regulated organisations.
- From Strategy To Scale: We can support the journey from first use case through to wider transformation.
Ready To Start Your AI Journey?
Your Business Has Problems. AI Has Possibilities.
You don’t need to know which Microsoft product you need.
You don’t even need to know whether AI is the answer.
Bring us the problem.
We’ll help you explore what could be possible, and determine how to turn that possibility into a practical business outcome.
Talk To CPS About Your AI Opportunity
Your Next Stage: AI Data & Intelligence
Intelligent business applications depend on something fundamental: trusted data, knowledge and context.
The next stage of the journey explores the data and intelligence foundations that allow Copilot, Agents and business applications to become genuinely intelligent.
Explore AI Data & Intelligence.
Frequently Asked Questions
What are AI Business Applications?
How are AI Business Applications different from traditional CRM?
Do we need to replace our existing Dynamics 365 systems?
Can AI Agents work with Dynamics 365?
Can CPS connect CRM and Contact Centre?
Can AI be used for project and PMO processes?
How do we identify where AI could add the most value?
Is this only relevant to large organisations?
How does CPS approach implementation?