QatarPublic sector2024 – ongoing

Qatar Charity

Cloud call center with Copilot Studio and Dynamics 365

Qatar Charity cuts call handling time 30% with a unified AI call center

WorkingVendor's case studyVendor ↗

Problem

The Doha-based charity ran an outdated on-premises call center with separate channels.

Approach

Partner Netways moved the center to Azure and built it on Dynamics 365 Customer Service and Copilot Studio. Voice, chat, WhatsApp, email and social media feed one platform, and bots handle routine contacts.

Results

30%lower average handle timeVendor's case study[1]

25%higher customer satisfactionVendor's case study[1]

40%lower IT maintenance costs after moving to AzureVendor's case study[1]

Takeaway

After Qatar Charity merged channels and automated routine contacts, call handling time fell and customer satisfaction rose, according to Microsoft.

Sources

Qatar Charity customer story
Microsoft14 Oct 2024Vendor publication

Source summaries

[1]Microsoft14 Oct 2024

Microsoft reports that Qatar Charity moved its call center to Azure with Copilot Studio bots. It reports lower handling time and IT costs, and higher customer satisfaction.

Full details are in the original sources.

Added 25 Oct 2026 · Updated 25 Oct 2026