Dynamics 365 Contact Center Leverages Copilot, Consolidates Offerings

• Dynamics 365 Contact Center provides a spectrum of communication channels for engaging with external customers.
• It is an evolution of previous solutions, adding improved integration, more third-party options, and AI-based Copilot features.
• Customers should perform a detailed cost-analysis of all license requirements before pursuing a pilot to avoid unexpected costs.

Dynamics 365 Contact Center (DCC) is a preconfigured, stand-alone call center solution that can be used to extend Dynamics 365, Salesforce, and other CRM applications. Released in July 2024, it provides multiple communication channel options and routing features with a UI that consolidates customer information and communications in a single location. DCC is an evolution of the existing Dynamics 365 Omnichannel features (chat, voice, and digital messagine) and the older Microsoft Call Center Platform (MCCP) offering. The service is licensed per-user, which allows customers to start small and grow at a controlled pace, although it has requirements for Azure services that deliver voice, chat, e-mail, and social media communications at additional cost.