Kotsovolos cuts handling time by 30% with Dynamics 365 Contact Center and AI-powered automation

Greece’s leading electronics retailer bets on a connected platform

Kotsovolos, a member of PPC Group, is one of Greece’s leading technology and home solutions retailers. With more than 100 stores across Greece and Cyprus, a growing e-commerce presence, and approximately 3,000 employees, the company serves millions of customers each year. Its offerings range from televisions and appliances to technology services, financing solutions, installation and support services.

The company had already invested deeply in the Microsoft ecosystem—running Dynamics 365 Sales and Dynamics 365 Customer Service for the past seven years, along with Dynamics 365 Field Service and Dynamics 365 Customer Insights - Journeys. When it came time to modernize its contact center, the path forward was clear: bring that operation into the same connected ecosystem with Dynamics 365 Contact Center. 

Ioannis Papidis, Kotsovolos’s Chief Technology & Transformation Officer sums it up this way, “By extending our investment in Microsoft technology with Dynamics 365 Contact Center we transformed customer service into a strategic advantage. The platform enables us to innovate faster, improve efficiency, and accelerate our vision of AI working alongside employees to deliver exceptional experiences across every customer communication.”

Seven months from analysis to deployment

Kotsovolos deployed Dynamics 365 Contact Center in February 2026, completing the journey from analysis to production in just seven months. The implementation was made possible through a phased rollout, implementation partner TTEC Digital, and close collaboration with Microsoft.

Panos Kanellopoulos, Customer Experience & Digital Channels Manager, explains: “This wasn’t just a technology upgrade—it was a strategic decision to build a unified customer engagement platform. We chose a platform that can continuously evolve because we wanted to build for the future, not spend the next few years catching up to it.”

The project followed an agile approach from the start. During the first three weeks, a small group of 10 human agents began using the initial functionality and provided feedback. The rollout then expanded to 50 agents in a production pilot, allowing the team to resolve early issues in a controlled environment before gradually onboarding all 400 users. Training was delivered incrementally, and user feedback helped shape the final setup.

The solution combines Dynamics 365 Contact Center with Azure Communication Services for telephony, Omilia IVR for conversational routing, and AudioCodes as a secure voice gateway. This approach allowed Kotsovolos to retain its existing IVR investment while introducing modern contact center capabilities. The transition from the legacy telephony layer was seamless, requiring no changes to the IVR side.

For human agents, the impact was immediate. A complete 360-degree customer view surfaces orders, assets, service history, and prior interactions as soon as a call arrives. AI-powered transcription, summarization, and sentiment analysis run in real time, giving supervisors instant context when stepping into a call and providing human agents continuity across follow-up interactions without requiring customers to repeat themselves.

Campaign execution, previously a manual, multi-hour process, is now fully automated through Dynamics 365 Customer Insights - Journeys and proactive engagement. Marketing journeys can trigger outbound calls automatically based on events such as delivery completion, collecting structured CSAT feedback through IVR without any manual work. 

The three-person team that once managed this process now spends more time engaging directly with customers and supporting sales activities.

Kotsovolos also worked closely with Microsoft throughout the implementation, providing regular feedback that helped shape platform capabilities designed to benefit a broader set of customers.

30% faster handling, 6-point CSAT gain

The results tell a clear story. Average handling time fell from 6 minutes 40 seconds to approximately 4 minutes 45 seconds, representing a 30% reduction—because agents now have the full context from the moment a call begins. AI-generated summaries reduce the need for repetitive questions, while integrated tools remove the need to switch between systems.

Customer satisfaction scores improved by six percentage points after the go-live, while the negative satisfaction rate dropped by more than 25% from its peak. Call abandon rates fell by 10%, and the overall service grade has grown steadily month over month. The existing team now handles a higher volume of interactions without adding headcount while maintaining service quality. 

Michail Michelakis, IT & Business Operations Senior Director at Kotsovolos, says, “Operational excellence and customer experience are not competing priorities—they reinforce each other. With Dynamics 365 Contact Center, we opened the door to a new generation of capabilities: real-time visibility, AI-powered insights, and the ability to optimize at scale. The results speak for themselves, but what matters most is the strategic shift: our contact center is no longer just a support function, it's the central nervous system through which we monitor, manage, and resolve operational issues in real time.”

Adoption among human agents was immediate. Agents found the new system intuitive and easy to use, requiring minimal training. As Iliana Potsika, CRM Project Manager and Technical Lead explains: “Our agents said it’s so easy to work with that they almost didn’t need training. They’re faster because they have all the context—the transcript, the 360 view—and they know from the first seconds who the customer is and why they’re calling.” Human agents highlight the speed, the centralized view, and the AI support as key improvements.

AI agents propel customer experience

Kotsovolos is now preparing to introduce additional AI capabilities as it moves toward a more AI-augmented contact center. The team is launching its first custom agent built with Microsoft Copilot Studio. The solution will function as an AI-powered IVR for store employees, routing internal support calls across more than 100 store locations and removing the need to remember multiple support numbers.

The broader roadmap includes a Customer Intent Agent to help supervisors understand spikes in call volume, a queue-assist agent that gathers customer information while callers wait, and out-of-the-box capabilities such as Knowledge Base Agent and Case Management Agent. Kotsovolos expects to deploy several AI agents before the end of the year, combining both first-party and custom-built solutions. The approach remains constant: AI is not intended to replace people, but to support them in delivering better services. As Potsika explains: “Our focus is not to replace people with AI. AI is here to empower our teams to deliver a better customer experience. The future is AI working hand in hand with our teams.”

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