Microsoft is named a Visionary in the 2026 Gartner® Magic Quadrant™ for Contact Center as a Service
Contact centers are where customer loyalty is won or lost, and they’re changing fast.
Dynamics 365 Contact Center
Discover the latest in Dynamics 365 Contact Center. Learn how this comprehensive solution leverages AI and automation to transform customer service and enhance engagement across all channels.
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Microsoft Contact Center Intelligence: Transforming customer experience at agentic speed
Introducing Microsoft Contact Center Intelligence, bringing purpose-built agents and analytics to contact centers to modernize customer experiences. -
From live streaming to real-time action: Real-time streaming analytics in Microsoft Dynamics 365 Contact Center
What if supervisors could act on operational issues before customers feel the impact? New real-time streaming analytics in Dynamics 365 Contact Center provide live insights into queues, conversations, and workforce performance, helping teams move from monitoring to action faster than ever. -
Workforce management meets AI: WEM MCP tools for Dynamics 365 Service Agent
Workforce Engagement Management (WEM) MCP tools for Dynamics 365 Service Agent bring workforce actions into Copilot, Microsoft Teams, and Outlook. -
Customer experience leadership in the age of AI: A new operating model with Dynamics 365
The Microsoft 2026 Work Trend Index is clear: the constraint on transformation is not people, but the gap between what employees can do and what organizations are built to support. -
Optimize workforce operations across people and AI agents with Dynamics 365
Workforce engagement management in Dynamics 365 helps service organizations plan, manage, and improve performance across customer service reps and AI agents. -
Introducing Conversation Orchestration in Dynamics 365 Contact Center
Conversation orchestration in Dynamics 365 Contact Center enables real-time decisioning, dynamic prioritization, and intelligent automation across every customer interaction. -
Modernize IVR with AI Voice in Dynamics 365 Contact Center
For years, contact centers have relied on traditional IVR scripted workflows to manage customer conversations. -
The next frontier of workforce planning: from forecasting to AI usage and Credit Estimation
AI is transforming workforce planning in Dynamics 365, where intelligent agents now execute core service tasks and contribute directly to business outcomes. -
Introducing Consent‑Based Recording for Voice Agents and CSR Interactions in Dynamics 365 Contact Center
Consent-Based Recording in Dynamics 365 Contact Center captures caller consent early and enforces it across voice AI and agent interactions to support compliance and trust. -
Introducing Service Operations Agent in Dynamics 365 Contact Center
We are excited to preview Service Operations Agent. -
Bringing End‑to‑End Visibility to Customer Service and Contact Centers with Screen Recording in Dynamics 365
Gain end‑to‑end visibility into agent workflows with screen recording in Dynamics 365 Customer Service and Contact Center to improve coaching, compliance, and quality evaluations.
