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Dynamics 365 Contact Center

Deliver intelligence, automation, and efficiency across channels through a Copilot-first contact center that works with existing CRMs.
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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. 
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  • 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
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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 service representative 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

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Dynamics 365 Contact Center

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

Dynamics 365 Customer Service Premium

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

Real customers, real results1

Browse all customer stories
  1. Flowers.com Logo
  2. Lenovo Logo
  3. Synoptek Logo
  4. Mediterranean Shipping Company Logo
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Flowers.com Logo
"At 1-800-Flowers.com, we pride ourselves on exceptional service. With Dynamics 365 Contact Center, we’re creating a best-in-class solution."
Arnie Leap, Chief Information Officer, 1-800-Flowers.com
A man and a googles wearing women discussing something with a laptop
Lenovo Logo
"We've formed a transformative relationship for customer satisfaction and operational excellence.”
Lishuang Xu, Executive Director – Customer Engagement Center, Lenovo
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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
A man and a women talking each other
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, Mediterranean Shipping Company  
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RESOURCES

Learn more about Contact Center as a Service

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White paper

Generative AI at Microsoft

Discover learnings from the internal deployment of Copilot to Customer Support Services at Microsoft.
Download the white paper
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Blog

Copilot improves service representative experiences

Learn how Copilot capabilities help Microsoft service representatives deliver faster, smarter results.
Read the blog
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Video

Introducing Microsoft Dynamics 365 Contact Center

Transform your service experience with the new Copilot-powered contact center from Microsoft.
Watch the video
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Next steps

Take a guided tour

See how to support service representative productivity across channels with a closer look at Dynamics 365.
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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.

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