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S T U D Y
As digital payment volumes grew across multiple European markets, Riverty prioritised strengthening its customer service foundation to support scale, consistency and trusted service delivery – without disrupting operations or customer experiences. Riverty deployed Microsoft Dynamics 365 Contact Centre on the Dynamics 365 platform, with Dynamics 365 Customer Service supporting case management and agent workflows. Timo Reis, Global Operations Excellence Lead at Riverty, explains how the deployment created a unified foundation for AI-driven automation and scalable operations.
odernisation is mandatory in today’ s fastmoving financial space. Riverty, a leading
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European FinTech company, recognised this reality as it faced pressures from customers and demands for scalability and reliability. Processing millions of transactions across its markets, the company needed a scalable, AI-ready customer service platform to support automation and cross-market growth.
For example, if a retailer adds Riverty’ s payment solution to checkout, Riverty boosts conversion, pays out the merchant and assumes risk while handling reminders and collections. If this stack were to fail, the merchant risks abandoned carts, liquidity gaps and compliance exposure. Riverty’ s service representatives faced fragmented data and manual processes, which could lead to slower response times and limited visibility across customer interactions.
Riverty embraces the idea of being‘ reassuringly boring’, reflecting its commitment to reliability and transparency – delivering payment processes without surprises. This stability is what customers count on because disruption or delay could undermine trust.
“ If the challenges related to scalability and fragmentation weren’ t addressed, we were risking a decline in service quality and client and customer satisfaction – all threats to trust in our service delivery. It was time to act, but we had to be smart about it,” said Timo Reis, Global Operations Excellence Lead at Riverty.
Modernising systems intelligently to make innovation possible
To achieve its goals, Riverty selected Microsoft as a longterm technology collaborator, building on a highly secure, scalable platform to support its own vision. Working together, Riverty began its journey to redefine how it operates, serves customers and positions itself for the future of finance.
The modernisation challenge was multifaceted and included the help of Reply, a Microsoft AI Cloud Partner Programme member. At Riverty’ s scale, operational stability and performance consistency are critical – especially when rolling out new capabilities under live conditions. At the same time, customer expectations are shifting. Consumers demand faster, more personalised services, while regulators continue to impose stricter requirements for data protection and reporting.
While systems were still distributed across its footprint, Riverty needed a unified service platform that could serve as the scalable core for future harmonisation. In pursuing a modern, cloud-based platform, the company saw an opportunity to embrace advanced analytics and AI to maintain its edge over the competition, while keeping its human-centric approach.
“ We set up a new, cloud-native contact centre under extreme time pressure. Even with new products and some features still in preview, the platform was stable, well documented and ready to scale from day one,” said Stanislav Gurba, Team Lead of Cloud Governance, Riverty.
Building on Dynamics 365 and Copilot for rapid transformation
Riverty deployed Microsoft Dynamics 365 Contact Centre and Dynamics 365 Customer Service as the foundation for its new, AI-forward contact centre. Together, these solutions deliver connected engagement, self-service and efficient case resolution. Using Copilot for Dynamics 365 and Copilot Studio, the company brought AI-driven automation and conversational intelligence into daily workflows. It prioritised use cases with clear ROI, including contact reduction, productivity gains and measurable quality improvements.
These tools help service representatives draft responses, summarise cases and surface knowledge instantly. AIgenerated summaries, sentiment analysis and early agentic www. intelligentfin. tech
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