infotech
This article retains its original publication date. The expanded context is reviewed in September 2026; current capabilities should be checked in the linked Microsoft guidance.
The announcement in context
Microsoft announced Dynamics 365 Contact Center in June 2024 and made the service generally available in July that year. The announcement focused on connecting customer engagement channels with generative AI and representative support. Defacto’s February 2025 update introduced that direction to its readers.
Start with the customer journey
A contact-centre change affects how customers enter the service, how work is routed and how representatives find context. Map those stages before selecting a channel or AI feature. Identify where the customer repeats information, where a handover loses context and which requests are suitable for self-service.
Review the representative experience
An effective service design brings knowledge and customer information into the work without creating another layer of administration. Review the tasks representatives complete, the decisions they make and the specialists they need to involve. Test the proposed workspace using complete conversations, including escalations and unresolved requests.
Plan integration and adoption together
The contact-centre platform needs a clear relationship with case management, customer records and reporting. Define those responsibilities alongside the user experience. A phased evaluation should assess resolution quality, handover completeness and the support model as well as the speed of handling a routine enquiry.
Questions for your team.
- Which service journeys need the most attention?
- What information must travel with a customer handover?
- How will the business evaluate resolution quality?
Explore Microsoft guidance