Contact Center Champions: The Practitioners Shaping the Future of Customer Experience with Dynamics 365

What does it take to truly transform a contact center? It's not just technology — it's the people behind it. Meet the Contact Center Champions: a global community of passionate practitioners who don't just adopt technology, but actively shape how it's used, challenged, and improved every day.

The Contact Center Champions Community brings together these practitioners from around the world. As customer advocates, they are deeply hands-on with Dynamics 365 Contact Center. They actively influence product direction and share real-world insights with peers and Microsoft engineering teams.

Below, we're spotlighting champions whose journeys reflect diversity, ambition, and measurable impact. Bookmark this page to stay updated on new champion stories.

For more curated organizational stories, please visit Customer Success Stories | Microsoft.

Sachin Patel – Head of IT Operations, Sage Homes

Sachin Patel
Head of IT Operations,
Sage Homes

As Head of IT Operations at Sage Homes, Sachin Patel leads the organization's end-to-end journey with Microsoft Dynamics 365, supporting a rapidly growing social housing portfolio of nearly 22,000 properties across England. As Sage Homes brought tenant services fully in-house, the contact center became a critical hub — requiring a platform that could handle high volumes, protect sensitive interactions, and give agents immediate context across customers and properties. Dynamics 365 Contact Center provided the foundation to unify voice, case management, and data into a single operational experience.

Rather than rushing adoption, Sachin's team focused on building trust in the system — simplifying routing, designing experience-based skill handling for agents, and reducing friction through a true 360-degree view of tenants and properties. With Copilot-powered summaries now embedded into daily workflows, agents can quickly understand long and complex interaction histories. Meanwhile, AI-assisted chat handles high-volume inquiries, reducing escalations to human agents by around 30%. Strong governance, reporting, and access controls ensure the platform scales responsibly as Sage Homes expands its use of AI and digital channels.

Sachin's approach reflects what it means to be a Contact Center Champion: leading with pragmatic adoption, measurable outcomes, and AI deployed only where it delivers real operational value. Curious how a similar approach could work for your organisation? Explore our consulting services.

“We recently built a new contact center and we're expecting to get 10,000 virtual customers overnight. We could not have met that demand without the omnichannel capabilities we have in Dynamics 365 Contact Center.”

— Sachin Patel, Head of IT Operations, Sage Homes

Read the Sage Homes Customer Story →

Lorenz Corradini – Head of Center of Competence for Low Code/No-Code, SIAG

Lorenz Corradini
Head of Center of Competence for Low Code/No-Code (CoC LCNC)
SIAG – Südtiroler Informatik AG – Informatica Alto Adige SpA

Lorenz Corradini is leading a major transformation in how public services are delivered in South Tyrol, Italy. As the in-house IT provider for regional public administration, SIAG supports more than 350 services across 23 domains — serving citizens through healthcare, education, housing, and digital administration.

Facing over 40 siloed legacy systems and a looming workforce shortage, the team at SIAG adopted Microsoft Dynamics 365 Contact Center alongside Power Platform to consolidate services, automate workflows, and modernise citizen engagement at scale. Lorenz's low-code/no-code leadership has been instrumental in enabling non-technical teams to build and iterate rapidly — reducing dependency on lengthy development cycles and empowering front-line staff.

His work demonstrates how public sector organisations can embrace digital transformation without sacrificing governance or service quality. Want to explore how low-code solutions could streamline your operations? Learn more about our Power Platform development services.

Ready to Build Your Own Contact Center Success Story?

The champions featured here prove that meaningful contact center transformation is achievable — with the right platform, the right strategy, and the right partner. Whether you're just starting your Dynamics 365 journey or looking to unlock more value from an existing implementation, our team is here to help.

Get in touch with our team today and let's explore how your organisation can become the next Contact Center Champion.