Trace Id is missing
Skip to main content
Dynamics 365

Dynamics 365 Contact Center

Deliver intelligence, automation, and efficiency across channels through a Copilot-first contact center that works with existing CRMs.
Take a guided tour
communication panel interface showing a series of customer interactions, messages, and details.
OVERVIEW

Transform your contact center with Copilot

Reimagine the service experience and maximize efficiency across every engagement channel.
  • Connect via voice, SMS, web, mobile, email, and social channels, while personalizing interactions using CRM data. 
    Woman smiling on phone in center of infographic with icons for phone, chat, email, and internet.
  • Improve containment and reduce call volume with engaging, context-aware chatbots and virtual assistants powered by generative AI.
    E-commerce chat window showing a user and virtual assistant discussing order tracking and expedited shipping.
  • Provide a modern conversational IVR that recognizes caller intent and complex instructions, powered by Nuance.
    Phone screen showing a call with Northwind Traders discussing order expediting with a customer service representative's image
Back to tabs
KEY BENEFITS

The Microsoft difference

Comprehensive vision for service

Microsoft offers comprehensive, composable solutions for service including cloud contact center, CRM, and generative AI.

Infused with enterprise-grade generative AI

Our contact center integrates Copilot across the service journey, from self-service to agent interactions, wrap-ups, and reporting.

Built for extensive scale and reliability

Dynamics 365 Contact Center was built from the ground up for scalability, reliability, and security on modern cloud infrastructure.
PRICING

Dynamics 365 Contact Center pricing

See pricing details

Dynamics 365 Contact Center

Transform customer engagement across digital and voice channels with an all-in-one solution.
user/month
Chat now
Discount pricing available when purchased with Dynamics 365 Customer Service Enterprise.

Dynamics 365 Customer Service Premium

Transform customer engagement with an integrated contact center and CRM service solution—all powered by generative AI.
user/month
Contact us
CUSTOMER STORIES

Real customers, real results1

Browse all customer stories
  1. Synoptek Logo
  2. Mediterranean Shipping Company Logo
Two office workers sit at desks, wearing headsets, and working on laptops.
Synoptek Logo
“The integration of Microsoft Copilot has enhanced communication across channels, leading to a notable increase in efficiency.”
Ricardo Ordonez: Practice Director, Teams Plus, Synoptek
Products
Mediterranean Shipping Company Logo
“MSC has always been known for the personal service that we give our customers; Dynamics 365 Contact Center helps us elevate that approach.”
Fabio Catassi: Chief Information Officer, MSC Mediterranean Shipping Company
Products
Back to Customer Stories Section
RESOURCES

Learn more about Contact Center as a Service

A person uses a Dell laptop, in a bright indoor setting.
White paper

Generative AI at Microsoft

Discover learnings from the internal deployment of Copilot to Customer Support Services at Microsoft.
Download the white paper
Two women sit at a conference table with laptops, listening attentively.
Blog

Copilot improves agent experiences

Learn how Copilot capabilities help Microsoft customer service agents deliver faster, smarter results.
Read the blog
Two people stand in a brightly lit showroom discussing plumbing fixtures.
Video

Introducing Microsoft Dynamics 365 Contact Center

Transform your service experience with the new Copilot-powered contact center from Microsoft.
Watch the video
A person wearing a headset sits at a desk, typing on a keyboard, and looking at a computer monitor.
Next steps

Take a guided tour

See how to support agent productivity across channels with a closer look at Dynamics 365.
Start your tour

Chat with a Dynamics 365 expert

Available M-F 6 AM to 3 PM PT. 
Chat now

Call a Dynamics 365 specialist

Available M-F 6 AM to 3 PM PT. 
  1. [1]
    Dynamics 365 Contact Center is a new product that adapts the capabilities of the previous Voice and Digital Messaging channel add-ins for Dynamics 365 Customer Service and makes them available in a standalone product, enhanced with Microsoft Copilot and conversational IVR from Nuance, designed to work with existing CRMs as well as Dynamics 365 Customer Service.

Follow Dynamics 365

.ow-link-wrapper #chatEngagement{ height: 35px; bottom: 0!important; } .ow-pro-c-body { background-color: #d5d5d5; padding-block-end: 100%; } .ow-pro-c-container-modal { position: fixed; right: 60px; bottom: 50px; z-index: 10040; height: 355px; width: 355px; /* background: #243A5E; */ background-image: linear-gradient(#1278D4 170px, 170px, white 355px 170px); box-shadow: 0px 5px 20px rgba(0, 0, 0, 0.15); } .ow-pro-c-button-container { display: flex; justify-content: flex-end; } .ow-pro-c-close-button { height: 20px; width: 20px; display: flex; margin-block-start: 16px; margin-inline-end: 20px; background: none; border: none; color: #FFFFFF; } .ow-pro-c-h-text, .ow-pro-c-h-text-var-2 { color: #FFFFFF; font-size: 29px; margin-block-start: 0px; text-align: center; } .ow-pro-c-h-text { margin-block-start: 0px; } .ow-pro-c-h-text-var-2 { margin-block-start: 28px; } .ow-pro-c-p-text { color:#FFFFFF; font-size: 16px; margin-block-start: 16px; text-align: center; } .ow-pro-c-image-container { text-align: center; flex-direction: column; } .ow-pro-c-image { height: 75px; width: 75px; margin-block-start: 22px; border-radius: 50%; } button.ow-pro-c-chat-button { margin-block-start: 26px; } .ow-pro-c-button-glyph-container { display: flex; background: none; border: none; margin-block-start: 20px; } .ow-pro-c-no-button { font-size: 16px; font-family: 'Segoe UI'; } .ow-pro-c-no-button.c-glyph { margin-inline-start: 5px; margin-block-start: 2px; } .ow-pro-c-container-modal-var-2 { position: fixed; right: 60px; top: 50%; transform: translateY(-50%); z-index: 10040; height: 355px; width: 355px; background-color: #243A5E; box-shadow: 0px 5px 20px rgba(0, 0, 0, 0.15); } .ow-pro-c-d-flex { display: flex; align-items: center; } .ow-link-wrapper button.ow-pro-c-chat-button-var-2 { background: #ffffff; margin-block-start: 30px; } .ow-link-wrapper button.ow-pro-c-chat-button-var-2:focus:not(.x-hidden-focus) { background: #e5e5e5; } button.c-button.f-primary{ color: #fff!important; background: #0067b8!important; } button.c-button.f-primary:hover{ color: #fff; background: #4e596b; } .ow-pro-c-image-container .c-glyph.glyph-cancel:before{ font-size: 15px; position: relative; top: 1px; } .ow-pro-c-image-container ul {list-style: none; padding-left: 0;} </style> <div class="ow-pro-c-container-modal proactive-chat-hidden" id="proactive-chat-dialog"> <div class="ow-pro-c-button-container"> <button class="ow-pro-c-close-button c-glyph glyph-cancel" aria-label="{{chat-disengagement.aria-label}}" data-bi-cn="Chat_invite_decline" data-bi-bhvr="15" ></button> </div> <div class="ow-headinghelper-2 ow-pro-c-h-text">{{module.heading}}</div> <div class="c-button f-primary ow-pro-c-p-text"> {{chat-engagement.prompt}} </div> <div class="ow-pro-c-image-container ow-pro-c-d-flex"> <img src="{{module.img-src}}" alt="{{module.img-alt-txt}}" class="ow-pro-c-image" /> <ul data-cta-count="1"> <li class="ow-link-wrapper"> <button id="chatEngagement" aria-label="{{chat-engagement-aria-label}}" class="c-button f-primary ow-pro-c-chat-button" data-bi-cn="Chat_invite_accept" data-bi-bhvr="180" > <span> {{chat-engagement.btn-txt}} </span> </button> </li> </ul> <button id="chatDisengagement" class="ow-pro-c-button-glyph-container ow-pro-c-d-flex" aria-label="{{chat-disengagement.aria-label}}" data-bi-cn="Chat_invite_decline" data-bi-bhvr="15" > <div class="ow-pro-c-no-button">{{chat-disengagement.btn-txt}}</div> <div class="ow-pro-c-no-button c-glyph glyph-cancel"></div> </button> </div> </div>'/>