PolandFinance and insurance2024 – ongoing

PKO Leasing

Dynamics 365 Contact Center with Copilot call summaries

PKO Leasing saves over 550 hours a month on call summaries with Copilot

WorkingVendor's case studyVendor ↗

Problem

An old on-premises call centre platform had outages and weak reporting. Agents took 2 to 5 minutes to summarise each call by hand.

Approach

After a seven-day proof of concept, the leasing arm of Poland's largest bank moved all calls to Dynamics 365 Contact Center. Copilot now writes the call summaries, and managers edit phone menus without IT help.

Results

550+ hours per monthTime saved by Copilot call summariesVendor's case study[1]

71% to 74%First-call resolution rate after the moveVendor's case study[1]

Takeaway

Automatic call summaries removed a repeated manual step for agents handling 500 to 800 calls a day.

Sources

PKO Leasing customer story
Microsoft6 Mar 2025Vendor publication

Source summaries

[1]Microsoft6 Mar 2025

Microsoft reports that PKO Leasing replaced its on-premises call centre with Dynamics 365 Contact Center and Copilot summaries. It reports hours saved, first-call resolution and a satisfaction gain.

Full details are in the original sources.

Added 25 Oct 2026 · Updated 25 Oct 2026