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.
Modernisation is mandatory in today’s fast-moving financial space. Riverty, a leading 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 long-term 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. AI-generated summaries, sentiment analysis and early agentic capabilities also supported quality assurance and faster feedback loops, while Copilot Studio helped Riverty to customise, extend and manage AI capabilities to meet its unique business needs.
To further streamline operations, Riverty tied in Microsoft Power Platform, using Power Automate to orchestrate workflows across systems and reduce manual effort. On the analytics side, Power BI delivers dashboards that track KPIs like average handle time (AHT) and first-contact resolution (FCR), providing leaders with visibility into performance trends.
“In just 68 days, we delivered a modern, AI-ready contact centre at scale. Dynamics 365 provided a stable foundation to execute confidently across multiple countries without disrupting operations,” said Reis.
A seamless migration, from planning to execution
The implementation process was carefully planned to balance speed with stability. With the new solution running on Azure, Riverty validated the platform through a soft go-live in the Netherlands before moving to full go-live at scale, ensuring stability without slowing time to value.
Additional offerings such as Azure Service Fabric and Azure Communication Services delivered reliability and effortless voice integration, supporting Riverty’s rapid rollout to hundreds of representatives.
“We started with one country for validation and supervisor training before moving to full go-live, so we could apply learnings immediately at scale,” said Gurba.
This collaboration included training programmes to help Riverty’s teams adapt to new tools and workflows. Adoption was engineered from the start – supervisors were trained ahead of rollout, key users were involved early and live performance metrics were monitored daily to ensure rapid adjustment.
Driving measurable impact and cultural change
The impact of Riverty’s modernisation is evident. The company resolved 220 issues across multiple markets in multiple languages, without a single service disruption. It streamlined routing, addressed capacity problems and reduced operational complexity. Additionally, Riverty addressed multilingual support challenges to help ensure accurate AI-driven responses across operations in under three months.
From day one, smarter flows and automation drove a 20% improvement to the contact deflection rate, while 100% of frontline staff completed training with glowing feedback. Response times decreased significantly, and handling time was reduced, translating into substantial annual recurring savings on this business line.
Today, 450 users manage 150,000-plus interactions each month across three channels – chat, voice and email – supported by a modern platform ready to scale and learn.
Beyond the metrics, the transformation has had an impact on Riverty’s culture. Teams are empowered to experiment and innovate, using cloud-native tools to develop new services and features. This shift has accelerated the company’s ability to respond to customer needs and market trends, reinforcing its position as a trusted partner in the digital economy. As a result, Riverty delivers the same reassuringly boring comfort to clients and customers that it always has.
A framework for the future of finance
Riverty’s journey highlights the critical role of cloud and AI in driving Digital Transformation in financial services. With help from Microsoft and Reply, Riverty addressed its immediate challenges and built a foundation for long-term success.
The new platform provides a scalable foundation for further automation expansion, AI-driven quality oversight and cross-business harmonisation. Through a strategic approach to cloud and AI, Riverty has established a scalable, AI-enabled service foundation – now serving as the basis for further consolidation across business lines.
Looking ahead, the company plans to explore Agentic AI to enhance customer engagement, along with predictive analytics to anticipate market shifts. Riverty is now evaluating all its contact centre systems, including case management and telephony, for replacement by the new architecture. These innovations will build on the strong foundation established, ensuring that Riverty remains at the forefront of financial services transformation.
“We’ve proven we can set up new solutions quickly, and it’s not overcomplicated. We’ll soon roll out standardised templates across businesses and use Agentic AI features like content agent and evaluation agents – there’s no limit to where we go from here. Riverty will continue to be reassuringly boring, while relentlessly innovating,” said Reis.
