Contact centers are where customer loyalty is won or lost, and they’re changing fast. Contact center leaders want to stop managing a collection of point solutions and run one connected operation. Frontier Firms are rebuilding the contact center for agentic service, where AI agents and people work side by side on every channel to resolve issues faster and deliver more personal experiences.
That’s the vision behind Microsoft Dynamics 365 Contact Center. Just three years into our journey, we’ve reached an important milestone: Microsoft has been named a Visionary in the 2026 Gartner® Magic Quadrant™ for Contact Center as a Service (CCaaS), in our first year in the evaluation.
Recognition grounded in customer results
Our progress is grounded in what customers are accomplishing as they modernize their contact centers, bringing together people, AI, channels, and customer context to deliver better service. We believe this recognition reflects the tangible results and impact customers are already seeing with Dynamics 365 Contact Center:
- Kotsovolos cut average handle time by 30% and raised CSAT by 6 points.
- Engineers Australia cut average hold time by 18% and reached 70% first-contact resolution, supported by unified member records and Copilot summaries.
- UWV saw productivity gains of more than 30% while cutting the number of systems its agents need by 50%.
- CZ Zorgverzekeringen unified voice and chat for 500 service reps, lowering handle time and making service more personal.
- VCAT resolves 70% of matters earlier through self-service portals and embedded voice.
Microsoft is named a Visionary in the 2026 Gartner® Magic Quadrant™ for Contact Center as a Service
Built for the era of agentic customer service
We believe our placement as a Visionary reflects an approach built for where contact centers are going: AI agents and people working together across the entire customer journey. Dynamics 365 Contact Center brings together the breadth of the Microsoft ecosystem, enabling organizations to build and govern agents with Microsoft Copilot Studio, connect voice through Microsoft Teams, and bring customer and business data with Work IQ into the flow of service.
- For customers: agentic self-service across the channels they choose, with context carried forward when they need a human representative.
- For representatives: real-time assistance with suggested responses, guided resolution, and knowledge across voice and digital channels.
- For supervisors: real-time quality and performance insights that help them identify issues and act sooner.
- For operations teams: intelligent routing, orchestration, and insights to continually improve contact center performance.
The result is a more connected contact center where AI can increasingly take on work, people can focus on the moments that need them most, and organizations can adapt service as customer needs and their business evolve.
Looking ahead
This milestone reflects the trust and partnership of the customers and partners who have helped shape Dynamics 365 Contact Center, and the work of the teams building it every day. We’re proud of the progress so far and excited about the opportunity to transform customer service.
- Read the 2026 Gartner® Magic Quadrant™ for Contact Center as a Service report.
- Learn more about Dynamics 365 Contact Center.
- Join us at Microsoft Ignite 2026 to see the latest innovations in action.
Gartner, Magic Quadrant for Contact Center as a Service, Drew Kraus, Jason Bridge, Megan Fernandez, Pri Rathnayake, 19 October 2026.
Gartner and Magic Quadrant are trademarks of Gartner, Inc. and/or its affiliates. Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner’s research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.
This graphic was published by Gartner, Inc. as part of a larger research document and should be evaluated in the context of the entire document. The Gartner document is available upon request from Microsoft.
