Dynamics 365 Contact Center Roadmap

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. 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 messaging) and the older Microsoft Call Center Platform (MCCP) offering. 

Product: Dynamics 365 Contact Center

Licensing: Dynamics 365 Customer Service

Timeline: Dynamics 365 CRM Timeline

Near and Long Term (2025 and Beyond)

DCC became generally available in July 2024 and is a replacement for MCCP and Dynamics 365 Omnichannel. DCC is compatible with the previous offerings, and Microsoft is upgrading customers behind the scenes.

Most of the items listed in Contact Center Release Plan are for features becoming generally available in Apr. and May 2025, including IVR support for more languages, Copilot summarization and recommendations, API extensions to access customer conversations, and integrations with ServiceNow and Zendesk, among others.