Dynamics 365 Contact Center

by
Andrew Snodgrass

by
Andrew Snodgrass

Andrew analyzes and writes about Microsoft's data management, business intelligence, and machine learning solutions, as well as aspects of licensing... more

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

Near-Term Updates and Roadmap (2026)

DCC became generally available in July 2024 and is a replacement for MCCP and Dynamics 365 Omnichannel. DCC is an important growth area for Microsoft and will continue receiving significant near-term investments.

Recent Updates

Updates throughout late 2025 and early 2026 focused on a few key areas:

Customer Intent agent is a new AI feature that analyzes the past and current interactions of individual customers, including cases and conversations. The agent uses the data to build responses and suggestions that are tailored to the individual, as compared to providing stock answers, giving the customer a more personalized experience. The agent works with self-service interactions and service rep interactions.