Dynamics 365 Contact CenterBring voice and digital conversations into one contact centre experience. We implement Dynamics 365 Contact Center around your channels, routing, customer context and handover between AI agents and people.
Manage the conversation and its handover while keeping the applications that own cases and business transactions connected.
Configure supported voice, chat and messaging channels with the required providers, numbers and channel permissions.
Classify incoming work and route it using configured skills, capacity and assignment rules.
Handle conversations and customer context in the Copilot Service workspace.
Configure voice queues, IVR experiences, transfers and call handling around the service operation.
Connect conversation context to Dynamics 365 or the selected CRM with scoped integration.
Give supervisors operational views of conversations and queues, with access appropriate to their roles.
Calls and messages reach the right agent, with the customer's history and an AI assistant at hand.
Inbound and outbound calls with live transcription and call summaries.
Live chat on your site, with AI answers and handover to an agent.
Two-way conversations routed like every other channel.
Direct messages answered by the same team.
Facebook conversations in the same agent workspace.
Reach Viber users through a custom messaging channel.
Choose a useful role for AI, then define the information, access and review needed for that role.
Use supported transcripts, summaries and knowledge assistance to help a representative understand the interaction and prepare the next response.
Configure supported customer-facing agents and extend them in Copilot Studio for approved service tasks and contextual human handover.
Evaluate supported intent and quality capabilities against your routing and supervisor assessment rules. Confirm availability and prerequisites for the selected features.
Combine the agreed product configuration with the systems and development that make the complete experience work.
Let customers check appointment options and confirm a booking or change without waiting for routine assistance.
Discuss AI Booking & Rescheduling by Voice or ChatHelp a customer complete an outstanding payment through a secure provider-controlled experience.
Discuss Secure Payment Handover During SupportCarry the verified identity, reason for contact and actions already taken into a specialist or CRM workflow.
Discuss Recognised Customers, Contextual TransfersChoose an example to see the work, decision, handover and completion point.
Follow the work through the decision, handover and confirmed result.
The voice or digital agent understands the booking need and verifies identity as required.
Call the scheduling system for eligible appointments.
Obtain explicit customer confirmation and write the booking once.
Provide the confirmed details or transfer an exception with context.
Measures to Agree
Confirmed bookings from eligible requests.
Reviewed changes matching the customer confirmation.
Exceptions delivered to the intended queue.
Confirmed appointments attended in the scheduling system.
Follow the work through the decision, handover and confirmed result.
Retrieve the authorised invoice or balance after identity verification.
Send a provider-controlled link or use the agreed compliant payment flow.
Receive the provider status through the backend integration.
Record payment completion or assign assistance for a failed attempt.
Measures to Agree
Provider-confirmed payments against eligible requests.
Elapsed time from payment offer to confirmation.
Failed attempts resolved through owned assistance.
Repeat enquiries about the same payment.
Follow the work through the decision, handover and confirmed result.
Collect the issue and verify the available customer context.
Apply the configured skill and queue rules.
Provide the conversation summary and authorised CRM information.
A specialist takes the next action in the relevant business application.
Measures to Agree
Reviewed contacts reaching the intended team.
Transfers accepted by a service resource.
Transferred requests with the required information.
Confirmed results in the case or transaction system.
Use the application that owns each record and make the handover between systems explicit.
Agree the business outcome, prepare the foundation and validate the complete experience before expanding it.
Choose the first process, its owner, completion criteria and baseline measures.
Telephony, channel providers, routing, identity checks, agent tools and contextual transfer rules define the scope.
Configure or develop the agreed experience, permissions and system handovers.
Check realistic data, permissions, exceptions and confirmed outcomes. Prepare the team for a controlled launch.
Review source-confirmed results, operational issues and adoption before extending the next use case.
The starting point depends on the process and the systems you already use.
Yes, the product supports a CRM-connected contact centre approach. The depth of customer context, case summaries and business actions depends on the selected CRM and configured integration; it needs to be assessed during discovery.
Start with a specific task and the evidence needed to evaluate it. We check current feature status, environment prerequisites, data quality, permissions and cost. Preview capabilities are assessed separately from the agreed production scope.
The examples describe configured or custom solutions. The feature cards explain the product or delivery foundation; each use case and process identifies the connections, development and related services it needs.
Telephony, channel providers, routing, identity checks, agent tools and contextual transfer rules define the scope. We also agree ownership, acceptance criteria, operating responsibility and the first measurable outcome.
Explore the applications, data platforms, and development capabilities that can support your requirements.
Browse practical use cases for payments, subscriptions, portals, approvals, customer communications, and connected operations.
Tell us where customers or teams lose time, context or a clear next action. We’ll help identify a practical starting point for Dynamics 365 Contact Center.
