OVERVIEW
Transform your contact center with agents
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.
- Improve containment and reduce call volume with engaging, context-aware chatbots and virtual assistants powered by generative AI.
- Provide a modern conversational IVR that recognizes caller intent and complex instructions, powered by Nuance.
- Improve resolution rates with intelligent, unified routing that assigns requests in any channel to the best-suited service representative.
- Boost service representative productivity with suggested responses, conversation summaries, and a universal knowledge chat interface.
- Empower service representatives with a holistic view of each customer, including sentiment analysis, interaction history, topics, and CRM case data.
- Give supervisors visibility into ongoing sessions, performance metrics, and tools to provide support when needed.
- Use Teams Phone with Dynamics 365 Contact Center to reduce management costs, improve performance, and drive business agility.
- Visualize key support metrics and detect emerging trends with real-time dashboards, historical reporting, and Copilot analytics.
- Review service representative skills, capacity, allocation, and performance trends in near-real time. Connect with existing WFM solutions.
- Reduce data silos and work from a single source of truth for all interactions across the contact center with Microsoft Dataverse.
- Connect Copilot to your existing data and business applications to unlock new levels of automation and intelligence.
SERVICE AGENTS
Transform customer experiences with the agentic contact center—powered by Dynamics 365
Service agents for Dynamics 365 can help resolve issues and build long-term loyalty by evolving with the latest intents, up-to-date knowledge content, and essential quality guidance.
Customer Intent Agent
Enable evergreen self-service by discovering intents from customer conversations across channels.
Customer Knowledge Management Agent
Keep knowledge articles perpetually current by uncovering insights from case notes and other artifacts.
Quality Evaluation Agent
Monitor service quality across customer interactions—from service reps to self-service agents.
NEWS
What’s new: Teams Phone extensibility
KEY BENEFITS
The Microsoft difference
Comprehensive vision for service
Microsoft offers comprehensive, composable solutions for service including a cloud-based 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
Dynamics 365 Contact Center
Transform customer engagement across digital and voice channels with an all-in-one solution.
$110.00
user/month, paid yearly
Transform customer engagement across digital and voice channels with an all-in-one solution.
This product is not available in your market.
See below for limited time offer eligibility restrictions.1
- List price shown before discount. Save 40 percent from October 1, 2025, through June 30, 2026.
- Not eligible to be combined with other discounts or promotional offers.
- Purchase via enterprise and cloud solution provider (CSP) channels.
Dynamics 365 Customer Service Premium
Transform customer engagement with an integrated contact center and CRM service solution—all powered by generative AI.
$195.00
user/month, paid yearly
Transform customer engagement with an integrated contact center and CRM service solution—all powered by generative AI.
This product is not available in your market.
CUSTOMER STORIES
Real customers, real results2
Next steps
Try Dynamics 365 Contact Center
Transform service across channels with an AI-first solution that works with existing CRMs.
Take a guided tour
See how to support service representative productivity across channels with a closer look at Dynamics 365.
Chat with a Dynamics 365 expert
Available M-F 6 AM to 3 PM PT.
Call a Dynamics 365 specialist
Available M-F 6 AM to 3 PM PT.
Call (800) 642 7676
- [1]A discount of 40 percent off the list price is available for Dynamics 365 Contact Center from October 1, 2025, through June 30, 2026. Eligible plans include Dynamics 365 Contact Center, Dynamics 365 Contact Center Digital, and Dynamics 365 Contact Center Voice. Not eligible to be combined with other discounts or promotional offers. Purchase via enterprise and cloud solution provider (CSP) channels. Contact your Microsoft account representative to learn more.
- [2]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.
- [3]New Technology: The Projected Total Economic Impact™ Of Microsoft Dynamics 365 Contact Center With Teams Phone Extensibility, a commissioned study conducted by Forrester Consulting on behalf of Microsoft, 2025. Results are for a composite organization based on interviewed customers.
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