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Dynamics 365 Contact Center

Voice, digital, and social channels in one AI-powered contact center — with real-time routing so the right conversation reaches the right agent.

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Real-Time Call Handling
01

Real-Time Call Handling

  • Incoming calls appear with caller context before the agent even answers
  • Copilot is ready in the same window — ask a question or draft a follow-up email
  • Accept, reject, or route the call without leaving the workspace
AI-Assisted Call Summaries
02

AI-Assisted Call Summaries

  • Live transcript as the call happens, no manual note-taking
  • An AI-generated summary is ready the moment the call ends
  • Copilot answers process questions grounded in the live conversation

Quality Management

Recording, scoring, and coaching workflows built into the same platform your agents already work in.

Live Dashboards

Real-time queue, wait-time, and agent-availability dashboards for supervisors — not next-day reports.

Native Customer Service Integration

Runs on the same case data as Dynamics 365 Customer Service, so context never gets lost between channels.

Microsoft Teams Phone Integration

Extend Microsoft Teams Phone into the contact center, combining PSTN calling with routing, AI summaries, and Copilot in one Teams-native experience.

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