Dynamics 365 Contact Center is a cloud-based contact center solution that helps organizations deliver connected, personalized customer experiences across voice, chat, SMS, email, and social channels. With a unified agent workspace, intelligent routing, and built-in AI capabilities, service teams can engage customers efficiently while improving resolution times and satisfaction.
The platform combines advanced customer engagement tools with real-time analytics, workforce optimization, and generative AI assistance. By integrating seamlessly with Dynamics 365 applications and existing business systems, Dynamics 365 Contact Center enables organizations to scale support operations while maintaining consistent, high-quality service across every interaction.
Dynamics 365 Contact Center
KEY FEATURES
- Omnichannel EngagementConnect with customers across voice, chat, SMS, email, and social channels from a single platform.
- Voice and digital channels
- Unified customer interactions
- Consistent service experience
- Intelligent RoutingAutomatically route interactions to the most appropriate agent based on context and skills.
- Skills-based routing
- Priority assignment
- Workload balancing
- AI-Powered AssistanceImprove agent productivity with real-time recommendations and generative AI capabilities.
- Suggested responses
- Conversation summaries
- AI-powered guidance
- Analytics and InsightsMonitor performance and customer interactions with real-time reporting and analytics.
- Live dashboards
- Performance metrics
- Operational insights
PRICING PLANS
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Contact CenterUnified customer engagement across voice and digital channels with AI-powered service capabilities - Contact Center DigitalDigital messaging and chat capabilities for seamless customer engagement across channels
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Contact Center VoiceNative voice capabilities for efficient customer engagement and call
management
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