Microsoft Dynamics 365
Contact Center in Dynamics 365 that unifies voice, digital, and CRM context
Contact Center in Dynamics 365 (Dynamics 365 Contact Center) is a Copilot-first, cloud-based contact center product designed to bring intelligence and automation to every engagement channel—connected to the CRM you use (including Dynamics 365 Customer Service).
- Manage voice and digital interactions in one agent experience
- Route work intelligently using unified routing and skills-based logic
- Boost agent productivity with Copilot summaries and in-the-flow guidance
- Improve quality with real-time analytics and AI insights across conversations
Turn fragmented service into a single, measurable operation
Contact centers don’t fail because teams lack effort—they fail because the experience isn’t connected. Dynamics 365 Contact Center is positioned as a modern contact center platform that brings together channels, intelligence, and automation while connecting to CRM systems for context.
Core value pillars for Contact Center Dynamics 365
Ready to take your call center operations to the next level? Discover how contact center in Dynamics 365 can help simplify your agents’ tasks and workflows.
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Copilot Service workspace supports a unified agent desktop with collaboration tools across channels such as live chat, SMS, voice, Teams, and social channels—so agents can work consistently regardless of channel.
Key Contact Center Dynamics 365 capabilities
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Copilot-first contact center platform
Built as a Copilot-first, cloud-based product designed to add intelligence and automation across engagement channels.
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Copilot Service workspace (agent desktop)
An agent-facing app that consolidates work, context, and Copilot capabilities across multiple channels.
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Voice channel inside Dynamics 365
Native PSTN calling in the agent experience, with real-time AI features like transcription and sentiment analysis.
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Digital messaging channels
Support for digital engagement channels via the unified workspace experience (for example chat and SMS) alongside other collaboration channels.
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Unified routing + admin center configuration
Configure routing, channels, and agent profiles through the Contact Center admin center to standardize service operations.
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Conversational IVR (Nuance) for self-service
Microsoft positions Dynamics 365 Contact Center as enhanced with Copilot and conversational IVR from Nuance for modern self-service experiences.
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AI insights and analytics
Built-in insights and analytics, including AI-driven capabilities such as topic clustering and call insights for voice scenarios.
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Works with your CRM
Designed to work with existing CRMs and also with Dynamics 365 Customer Service, so contact center doesn’t become another silo.
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Implementation + setup guidance
Microsoft provides implementation guidance for Dynamics 365 Contact Center, and Gestisoft also publishes practical setup content to support real-world deployment.
Gestisoft can help you implement Contact Center Dynamics 365
Dynamics 365 Contact Center is powerful, but getting value depends on getting routing, channels, and the agent experience configured correctly. Gestisoft publishes guidance on how the Contact Center admin center and workspace are used, and provides implementation support to help teams deploy with confidence.
Ready to modernize service with Contact Center Dynamics 365?
Book a call to map your channels, routing goals, and agent productivity targets. We’ll show you how Dynamics 365 Contact Center fits your CRM environment and what a realistic rollout looks like.
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Contact Center Dynamics 365 (Dynamics 365 Contact Center) is a Copilot-first, cloud-based contact center product designed to bring intelligence, automation, and efficiency to engagement channels—connected to the CRM solution of your choice.
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Dynamics 365 Contact Center is positioned as a standalone contact center product that can work with existing CRMs and also with Dynamics 365 Customer Service.