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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News and product updates

May 15

4 min read

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.
News and product updates

May 8

2 min read

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.
April 30

4 min read

Introducing Service Operations Agent in Dynamics 365 Contact Center

We are excited to preview Service Operations Agent.
News and product updates

April 28

2 min read

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.
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.
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.
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

4 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.
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.
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.
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.
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.

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