How do you move a massive public-sector contact center – with 16,000 users, dozens of legacy systems, and dozens of integrations – to Microsoft Dynamics without breaking the flow of citizen service?

In this session, UWV and Capgemini take you behind the scenes of one of the largest government Dynamics Customer Service go-lives in Europe. You’ll get an honest look at what worked, what didn’t, and what it really takes to modernize a contact center at national scale.

We’ll cover the journey from custom-built chaos to a unified Dynamics platform, dive into how we balanced governance, adoption, and innovation, and share real metrics and outcomes that prove the transformation was worth it. Expect transparency, lessons learned, and maybe a few battle scars.