Microsoft Dynamics 365 Contact Center
Transform customer experiences and boost operational efficiency with Dynamics 365 Contact Center, uniting voice, chat, email, and social media on a single platform while empowering agents with real-time Copilot support.
A fully integrated solution uniting voice, digital, and self-service channels into a single CCaaS platform
Deliver real-time resolution suggestions and knowledge article recommendations to agents via Copilot
Ensure every customer connects to the most qualified agent with AI-powered intelligent routing (Unified Routing)
Streamline agent coaching with automated conversation summaries, sentiment analysis, and quality evaluation tools
Minimize infrastructure complexity through native integration with Microsoft Teams and Azure Communication Services
Modernize your traditional telephony infrastructure with Microsoft's reliable Azure cloud voice services and artificial intelligence.
Conversational IVR (Natural Language Routing): Let your customers state why they are calling in plain speech instead of pressing digits; the system understands the intent and routes them to the correct queue.
Real-time voice transcription: Voice is transcribed into text in real time during ongoing phone conversations and automatically appended to the CRM record.
Live sentiment analysis: Instantly analyze whether a customer is upset, calm, or satisfied based on their voice tone and choice of words.
Live agent whispering (Agent Assist): During conversations, AI automatically surfaces relevant knowledge base articles and solutions directly onto the agent's screen.
Deliver consistent answers to your customers across every touchpoint, from your website to social media, messaging apps, and email.
Omnichannel queue management: Queue email, SMS, WhatsApp Business, and Facebook Messenger communications within a single, unified routing infrastructure.
Shared message templates: Enable agents to utilize fast, approved, brand-compliant response templates regardless of the active channel.
Image and document sharing: Resolve issues faster by receiving and sending screenshots or invoice files directly within live chat sessions.
Cross-channel context transfer: When a customer who previously messaged via WhatsApp calls in later, the voice agent instantly sees the chat history to stay fully informed.
Automatically handle the most frequent, repetitive questions without human intervention using generative AI-powered bots.
Copilot Studio integration: Design intelligent virtual agents that understand natural conversational language and link directly to your corporate data repositories and knowledge base.
Transactional bots: Allow customers to track order statuses, book appointments, or update their billing and delivery addresses directly through the bot interface.
Seamless agent handoff: For complex matters the bot cannot resolve, the conversation is automatically escalated to a live customer service representative alongside full context history.
24/7 service availability: Empower customers to complete critical workflows automatically, even outside of your contact center's standard operating hours.
Leverage the advanced communication power of Dynamics 365 Contact Center without needing to replace your existing CRM or database investments.
Salesforce and Zendesk integrations: Run the communication interface natively embedded as an in-screen widget directly within Salesforce or Zendesk environments.
Advanced API and SDK support: Rapidly integrate robust telephony and chat functionality directly into your custom, proprietary internal ERP or CRM software solutions.
Centralized customer identification: Automatically pinpoint CRM records based on caller ID or via verified account credentials inputted through the IVR flow.
Secure data synchronization: Securely archive communication logs, event audit trails, and voice transcripts directly within your own corporate databases.
Provide operations managers with instant visibility over call volumes, contact center traffic, and quality assurance metrics.
Live queue and call dashboards: Track active waiting queues, average speed of answer (ASA), and active agent staffing levels on live dashboards.
Call monitoring and whispering: Enable supervisors to securely listen in on active sessions, whisper coaching notes exclusively audible to the agent, or barge directly into the call.
AI-driven threshold alerts: Generate automated alerts for managers the moment customer sentiment drops to negative tiers or when high-priority cases approach SLA limits.
Forecasting and workforce management: Anticipate future traffic spikes and optimize agent scheduling by utilizing AI models that analyze historical call volumes.
Answers to common questions about the Microsoft Dynamics 365 Contact Center AI-powered cloud contact center solution (CCaaS).
Dynamics 365 Contact Center is a cloud-based Contact Center as a Service (CCaaS) solution that can operate independently with any existing CRM (such as Salesforce, Zendesk, or your custom proprietary systems). Dynamics 365 Customer Service, on the other hand, is an end-to-end CRM and service platform that includes ticketing and case management. Contact Center focuses specifically on an advanced voice channel, intelligent IVR, AI-powered routing, and cross-channel engagement infrastructure.
Yes. Dynamics 365 Contact Center is architected to be completely "CRM-agnostic". Thanks to pre-built integrations available on Microsoft AppSource or via open APIs, it can easily integrate with Salesforce, ServiceNow, Zendesk, or your proprietary on-premise CRM databases, allowing management from a single interface.
Powered by Microsoft Azure Communication Services, the voice channel offers real-time speech recognition (Speech-to-Text) and AI-driven sentiment analysis. The IVR system can route interactions by understanding the customer's spoken responses instead of numeric keypresses. During calls, live conversational transcripts and real-time recommendations are surfaced on the agent's screen.
Advanced virtual agents (bots) integrated with Copilot Studio are provided to enable customers to resolve inquiries without connecting to a live representative. Tasks such as invoice inquiries, order tracking, or password resets are automatically executed by AI via voice IVR or web chat channels.
Supervisors can monitor all active queues, call durations, and wait times in real time. Leveraging AI-powered live sentiment analysis, they can flag high-friction conversations and intervene or barge in. Furthermore, historical service level statistics and performance KPI reporting are available via embedded Power BI dashboards.
No. You can securely connect your current telecom operators and phone numbers to Dynamics 365 Contact Center using Direct Routing or Operator Connect. This allows you to migrate to the flexibility of the cloud while protecting your legacy infrastructure investments.
