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Welcome to Dynamics 365 Contact Center

Dynamics 365 Contact Center is a Copilot-first, cloud-based product that brings intelligence, automation, and efficiency to every engagement channel in the customer relationship management (CRM) solution of your choice. It helps organizations deliver frictionless experiences across channels, provide effortless self-service, supercharge agent productivity, and reduce operational costs. Dynamics 365 Contact Center provides access to omnichannel capabilities, such as conversation summaries, interactive voice response (IVR) and AI agents, sentiment analysis, and live transcriptions and translations that are infused with generative AI.

Here are some of the key capabilities of Dynamics 365 Contact Center:

  • Deliver self-service with AI and autonomous service agents.
  • Use AI-led proactive engagement to identify and reach customers at the right time.
  • Discover customer intents and improve resolution with Customer Intent Agent.
  • Generate AI-assisted quality evaluations to improve service outcomes.
  • Use Copilot to summarize conversations, draft responses and emails, and surface relevant knowledge.
  • Manage conversations across voice and digital channels with unified routing.
  • Use AI-powered insights, dashboards, and reports to improve satisfaction and productivity.
  • Collaborate with experts in Microsoft Teams during live customer engagements.

Diagram that shows the end-to-end working of Dynamics 365 Contact Center, incorporating functionality and roles for self-service, assisted service, and operations.

Next steps

System requirements for Dynamics 365 Contact Center

Use Copilot Service admin center to configure features

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