Key IVR recently hosted an engaging webinar featuring Chris Goodwill, Strategic Partner Manager and Solution Specialist from Symity, and Mark Kelly, CCO at Key IVR.
The discussion shed light on the evolving nature of business partnerships, the power of integrated solutions, and how technology is reshaping customer experience and operational efficiency.
Here’s what we learned.
Moving Beyond Traditional Partnerships
In today’s fast-paced market, the era of faceless partnerships is over. Businesses now expect more collaborative approaches that deliver real value. Key IVR and Symity showcased how companies can work together seamlessly to solve client challenges, providing a unified approach rather than standalone solutions.
Mark Kelly emphasised Key IVR’s evolution from offering stand alone payment solutions, to embedding or connecting their technology to back office systems, such as contact centre systems, creating a more integrated and efficient workflow. Chris Goodwill highlighted Symity’s role as a “pure play Microsoft partner,” specialising in modern work and contact centre solutions, providing valuable expertise to organisations looking at their operations as a whole.
“It’s not about replacing everything,” Mark explained,“it’s about collaborating to fit the best pieces together and streamline processes for maximum efficiency.”
Solving Real-World Business Challenges
Businesses often face inefficiencies caused by disconnected systems, repetitive data entry, and manual processes. Key IVR and Symity work closely to identify these pain points, automate workflows, and reduce operational friction.
Chris shared an example of adopting Microsoft Dynamics 365 Contact Center to simplify workflows. He mentioned, “It connects to existing systems, enabling smoother customer interactions, self-service options, and enhanced agent support. Additionally, Key IVR’s payment solutions can be embedded into Dynamics, ensuring secure and PCI-DSS compliant payment processing at the right moment”.
The Power of Integration with Dynamics 365 Contact Center
Microsoft’s Dynamics 365 Contact Center is revolutionising customer service by offering tools that drive self-service, agent assistance, and operational efficiency including:
- Self-Service: With AI-driven tools, organisations can automate customer interactions and resolve common issues quickly. Chris noted that effective self-service reduces wait times and frees agents to focus on complex queries.
- Agent Assistance: Dynamics 365 leverages AI to surface relevant customer data, assist agents with problem resolution, and streamline payments. “Agents are empowered to deliver quality service without juggling multiple screens or systems,” Chris explained.
- Operational Efficiency: With powerful automation and seamless integration, Dynamics 365 eliminates redundant processes, ensuring businesses achieve faster implementation and tangible ROI.
Key IVR’s role within this solution is to provide secure, seamless payment capabilities that integrate effortlessly into customer journeys, whether through voice, chat, or self-service tools.
Microsoft’s Dynamics 365 Contact Center is one of many available integrations available
Reducing Complexity for Agents and Businesses
One of the standout takeaways was the focus on improving both customer and employee experiences. Chris and Mark highlighted how AI-powered tools, like Microsoft’s Copilot, assist agents by summarising data, automating routine tasks, and learning from interactions over time.
For businesses, this means reduced training times, higher employee satisfaction, and lower churn rates, critical benefits for industries struggling with staff retention in repetitive roles.
“Retaining knowledge within systems, rather than individuals, future-proofs businesses,” Mark noted, adding that automation simplifies processes and reduces error risks, enabling agents to focus on high-value activities.
Why Collaboration Matters
The webinar made it clear that choosing the right partners makes all the difference. Symity’s expertise in Microsoft solutions, combined with Key IVR’s payment technology, creates a powerful synergy. Together, they help businesses adapt to the rapidly changing technological landscape while delivering seamless experiences for customers and employees alike.
Chris summed it up perfectly: “There’s so much choice in the market, and businesses can’t keep up. Working with trusted partners ensures you get the right solution, deployed in the right way, the first time.”
Take the Next Step
Key IVR and Symity are committed to helping businesses streamline operations, improve efficiency, and deliver exceptional customer experiences. Whether you’re exploring Microsoft Dynamics 365 Contact Center, improving compliance, or integrating seamless payment solutions, their consultative approach ensures tailored results.
Ready to enhance your business processes? Reach out to Key IVR or Symity to learn more about how collaborative partnerships can solve your challenges and drive success. Contact us at sales@keyivr.com or call +44 (0) 1302 513 000
Visit the Symity website, connect to Chris Goodwill or Mark Kelly on LinkedIn
