Dynamics 365 Contact Center

A young woman is working on a laptop while sitting in a cafe and drinking a frappe coffee that is on the table

News and product updates April 27 5 min read

Turning customer experience into a growth engine

Announcing new agentic customer experience capabilities in Dynamics 365 and Microsoft Copilot Studio across the entire customer lifecycle.

Business people wearing headset working in office to support remote customer or colleague. Call center, telemarketing, customer support agent provide service on telephone video conference call

News and product updates April 27 5 min read

Meet Your Agentic Contact Center

Dynamics 365 Contact Center introduces a coordinated agent model where AI agents work together across engagement, quality, and operations for better outcomes.

Photo of a smiling young man on the phone at the airport

News and product updates April 15 2 min read

Trigger post-call actions using caller hang-up events

In contact centers, a voice conversation does not end when the call disconnects.

News and product updates April 1 6 min read

Meet the Contact Center Champions Driving the Future of Customer Experience

Meet the practitioners shaping how Dynamics 365 Contact Center is adopted, scaled, and improved in real‑world environments.

Woman at desktop working at a call center

Tips and guides March 26 3 min read

Better Collaboration, Better Care: All Consult Capabilities in Dynamics 365 Contact Center

Dynamics 365 Contact Center consult capabilities enable real-time collaboration across voice and digital channels, helping representatives bring in the right expertise without transfers, repetition, or lost context.

Call center help line service. Rear view of female operator in h

News and product updates March 25 5 min read

All Transfer Capabilities in Dynamics 365 Contact Center

Dynamics 365 Contact Center enables seamless customer handoffs with flexible transfer options, including direct, warm, queue, Teams, and external transfers.

Customer service representative speaking into headset microphone

Analyst reports March 23 4 min read

Microsoft named a Leader in The Forrester Wave™: Customer Service Solutions, Q1 2026

The promise of agentic service requires more than just automation; it demands a unified context and intelligence layer that travels with the work.

Collage of workplace scenarios—field technicians reviewing data outdoors, a business presentation with charts, team collaboration in an office, and a factory worker using a tablet—connected by Microsoft Copilot and Power Platform icons

News and product updates March 18 8 min read

2026 release wave 1 plans for Microsoft Dynamics 365, Microsoft Power Platform, and Copilot Studio offerings

We’re excited to publish the 2026 release wave 1 plans for Microsoft Dynamics 365, Microsoft Power Platform, and Role-based agents in Microsoft 365 Copilot.

News and product updates March 6 2 min read

Introducing Custom Voice for Dynamics 365 Contact Center

Custom Neural Voices enable organizations to move beyond generic text-to-speech and create voice experiences that reflect their brand, values, and customer promise—while still benefiting from the scalability and intelligence of AI-driven contact centers.

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February 26 2 min read

Announcing Desktop Companion App (DCA) support for Dynamics 365 Contact Center Embedded in Third-Party CRMs

Introducing Desktop Companion App (DCA) support for Dynamics 365 Contact Center in Embedded mode, delivering lower latency, improved reliability, and resilient voice continuity when Customer Service Reps (CSR) work inside thirdparty (3P) CRM environments.

Tips and guides February 25 2 min read

Reimagining Secure Customer Interactions with Secure Consult & Transfer

Across industries such as financial services, healthcare, and public sector, organizations must enable customers to complete high‑trust actions (like payments or identity verification) without exposing sensitive information to agents or core contact center systems.

Tips and guides February 4 4 min read

The Key Facets of AI Evaluation in the Contact Center

Organizations must think about when, how, by whom, and on what data AI systems are evaluated.

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