AlphaBOLD and Avelo Airlines Modernize Customer Support with AI-Powered Microsoft Dynamics 365 Contact Center
Table of Contents
How Avelo built a unified service foundation for voice, chat, web cases, automation, customer visibility, and AI-assisted support.
About Avelo Airlines
Avelo Airlines is a Houston-based American ultra-low-cost carrier focused on making air travel simpler, more convenient, and more affordable. The airline serves customers through a point-to-point route model, often connecting travelers via smaller, secondary airports that offer easier access and a more streamlined travel experience.
As Avelo continued to grow, customer support became an important part of sustaining that experience. Airline service is fast-moving and time-sensitive, with customers reaching out about reservations, flight status, baggage, refunds, schedule changes, and other travel needs.
To support its next stage of growth, Avelo needed a more connected service platform that could help its teams respond across channels with better context, consistency, and speed.
The Challenge
Avelo’s customer service operations were previously supported by disconnected tools and manual processes. Voice, chat, web form cases, and case management were not managed through a single connected service platform, limiting visibility across the customer service lifecycle.
This made it harder for agents to access the right information quickly and created additional manual work around case intake, routing, and follow-up. For supervisors, disconnected processes made it more difficult to monitor service activity, identify bottlenecks, and support continuous improvement.
For an airline, these gaps matter. Customers often contact support during time-sensitive travel moments, when clarity and speed directly affect the customer experience. Avelo needed a platform that could consolidate customer interactions, service workflows, knowledge, and operational visibility into a single modern service environment.
The Solution
AlphaBOLD implemented Microsoft Dynamics 365 Contact Center as the foundation of Avelo’s modernized customer support ecosystem.
The solution brings voice, chat, web form cases, and case management into one connected Microsoft platform. Instead of managing service interactions across disconnected tools, Avelo now has a unified workspace where teams can capture, manage, route, and track customer support activity more consistently.
The implementation also introduced AI-assisted service capabilities, automated workflows, customer data integration, and centralized knowledge management. Together, these capabilities help Avelo support high-volume service operations while creating a stronger foundation for future growth.
Today, the solution is live in production and supports more than 1,000 customer calls per day across 70+ users, including agents, supervisors, IT/admin users, and support roles.
How AlphaBOLD Helped
AlphaBOLD worked with Avelo to design and deliver a Dynamics 365 Contact Center solution aligned with the airline’s service model, customer support priorities, and growth plans.
The engagement focused on helping Avelo:
- Unify service channels: Bring voice, chat, web form cases, and case management into one connected Microsoft platform.
- Improve customer visibility: Give agents better access to relevant customer, service, and interaction data.
- Reduce manual effort: Replace disconnected processes with more structured intake, routing, and service workflows.
- Support AI-assisted service: Use natural-language voice and digital self-service capabilities to help customers get answers faster.
- Centralize service knowledge: Create a more consistent source of answers for agents and AI-assisted service experiences.
- Strengthen operational visibility: Give supervisors a better foundation for tracking activity, queues, escalations, and service patterns.
- Support long-term scale: Build a Microsoft-based service foundation that can grow with Avelo’s customer support needs.
AlphaBOLD supported Avelo through discovery, solution design, development, testing, user enablement, go-live, and post-go-live support. This helped ensure the solution was not only technically complete, but aligned with how Avelo’s service teams work every day.
Business Value
With Dynamics 365 Contact Center live in production, Avelo has moved from disconnected service processes to a unified, AI-assisted platform built for visibility, consistency, and scale.
The implementation created value across the customer service operation:
- Unified service operations: Avelo can now manage core customer service channels through one connected Microsoft platform, reducing fragmentation and creating a more consistent operating model.
- Scalable high-volume support: The platform supports more than 1,000 customer calls per day across 70+ users, giving Avelo a stronger foundation for high-volume, time-sensitive service.
- Stronger agent productivity: A unified workspace, better customer context, centralized knowledge, and AI-assisted workflows help reduce manual effort and allow agents to focus more time on customer resolution.
- Improved customer experience: Self-service capabilities and intelligent routing help customers get clearer support across channels. When a live agent is needed, teams have better context to continue the interaction.
- Better operational visibility: Connected service data gives supervisors a stronger foundation for tracking activity, managing queues, reviewing service patterns, and improving operations over time.
“AlphaBOLD helped Avelo move from fragmented service processes to a unified Dynamics 365 Contact Center platform. With omnichannel support across voice, chat, and case management, stronger customer visibility, automated routing, and AI-assisted service capabilities, our teams are better equipped to deliver faster, more consistent customer support as we continue to grow.”
Microsoft Technologies Used
Why AlphaBOLD
AlphaBOLD is a Microsoft Solutions Partner specializing in Dynamics 365, Power Platform, and Microsoft Cloud. For Avelo, AlphaBOLD brought together contact center modernization, AI-assisted service, customer data integration, workflow automation, knowledge management, and post-go-live enablement in one Microsoft-based platform.
The engagement reflects AlphaBOLD’s broader approach to service transformation: understanding the customer’s operating model, aligning Microsoft technology to real workflows, enabling users, and creating scalable foundations that support long-term business growth.
Build a Smarter Customer Service Foundation with Dynamics 365 Contact Center.
AlphaBOLD helps businesses replace disconnected service processes with unified, AI-assisted, and scalable Microsoft solutions.
Connect with our team to get started.Looking Ahead
With Dynamics 365 Contact Center in place, Avelo has a modern service foundation that can scale with its growth. The platform gives customer service teams a unified workspace, richer customer context, AI-assisted capabilities, structured workflows, and the data needed to measure and improve service quality over time.
Building on this foundation, Avelo and AlphaBOLD can continue expanding AI-assisted service, self-service, automation, and service intelligence on the Microsoft Cloud platform.
