Dynamics 365 Contact Center

by Microsoft@microsoftRedmond, Washington, USANo ratings yet

Cloud contact center with CRM-connected AI agents for voice and digital channels

Tool type: Cloud contact center product with AI agents
Made for: Contact center teams and supervisors
Runs on: Web-based cloud service; Built on modern cloud infrastructure; the page does not list specific desktop or mobile client platforms.
Last checked: 28 Oct 2026; 1 product sources

What it does

Dynamics 365 Contact Center is a cloud-based contact center product that takes in customer interactions across voice, SMS, web, mobile, email and social channels, using CRM data to personalize them. It produces routed conversations for service representatives, self-service responses from AI agents, and dashboards, metrics and workforce management views for supervisors.

People use it to route requests to the best-suited representative, give representatives suggested responses, conversation summaries and a 360-degree customer view, and let supervisors monitor sessions and step in. Its distinct features are the pairing of contact center telephony with CRM data, the Teams Phone integration for voice, and a set of agents covering self-service, quality assurance and knowledge management.

It suits contact center and customer service teams, particularly organizations that want a Microsoft-based stack. The product is published at $110 per user per month, billed yearly, but the page notes it is not available in every market. Start with the Try for free option. Limitations include that it is not sold in all markets, and agent capabilities are described only at a high level on the page.

What it can do

Omnichannel engagement across voice, SMS, web, mobile, email and social channels with CRM personalization
Conversational voice self-service that recognizes caller intent
Intelligent routing of requests in any channel to the best-suited service representative
Copilot assistance with suggested responses, conversation summaries and a knowledge chat interface
Supervisor visibility into sessions and performance metrics
Real-time dashboards, historical reporting and workforce management insights

Works with

Teams Phone
Microsoft Dataverse
Microsoft Copilot Studio
Existing CRMs
Existing WFM solutions

Example workflows

Routing and assisting a customer request: Input: a customer message or call arriving on any supported channel. Steps: the platform uses CRM data and intelligent routing to assign the request to the best-suited representative; Copilot provides suggested responses and a conversation summary; the representative sees the customer's interaction history and case data. Output: a routed conversation with assistance for the representative.
Supervisor oversight of live service: Input: ongoing sessions and performance metrics. Steps: the supervisor views active sessions and key metrics on real-time dashboards and joins to support a representative when needed. Output: visibility into operations and targeted support during interactions.

Before you choose

Pricing shown is per user per month billed yearly; confirm the full terms on the pricing page because the product is not available in every market.
Agent capabilities are described at a high level on the product page; verify specific functions before planning deployments.
Benefits such as the 20% handling-time reduction cited for Lenovo and Forrester study results are customer or commissioned figures, not general guarantees.

Listed under

Get started

Page offers a free trial and a guided tour; a sales contact option is also listed.

Sign in with a Microsoft account and open the Try for free option from the product page.
Connect the contact center to your existing CRM or to Dynamics 365 Customer Service.
If using voice, configure Teams Phone with Dynamics 365 Contact Center and connect your existing WFM solution if applicable.

Try for free or take a guided tour

Plans and prices

Prices in USD

Listed price is $110.00 per user per month, paid yearly. The page states the product is not available in every market. A free trial is offered via 'Try for free', but its length is not stated.

Dynamics 365 Contact Center$110/user/moPaid yearly.

All-in-one solution for digital and voice channels
Contact us or Learn more for details

Source: microsoft.com/en-us/dynamics-365/products/contact-center, checked 28 Oct 2026. Prices can change; check before you buy.

Sources for this overview

Product pages, documentation, and pricing checked 28 Oct 2026. Each source supports part of the overview; availability and prices can change.

Contact Center Platform | Microsoft Dynamics 365 ↗www.microsoft.com

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Where this comes from

How we research

Company website: microsoft.com: product, pricing and policy pages
YC directory mirror: Batch and company name
Web search: Confirms the official site
Social accounts: Accounts the company links, and its posts on X
Human review: Checked by a person
knowledge_base

Last checked 28 Oct 2026. Every field keeps its source and date; unknown means we couldn’t confirm it.