Decoding Dynamics 365 Contact Center: Microsoft Teams Voice, New AI Agents, and Licensing

Adam Ball, Co-founder and Vice President at Cloud Revolution and Microsoft MVP, Marcus Schmidt, Principal Program Manager, Dynamics 365 Product Team at Microsoft, and Taimoor Husain, M365 Telco Strategy Manager at Microsoft, discuss the what, why and how of Dynamics 365 Contact Center.

• Where Dynamics 365 Contact Center came from and how it evolved from Dynamics 365 Customer Service omni-channel add-ins

• You don't need any other Dynamics products to get started with Contact Center

• The shift from ACS to Microsoft Teams for voice connectivity, leveraging direct routing, Operator Connect and calling plans

• How the platform is built on Azure, Power Platform and Copilot Studio, with Microsoft Teams voice integration

• The new agentic era: Customer Assist Agent, Quality Assurance Agent and Service Operations Agent

• Real-time voice agents with natural conversation and live language switching

• Licensing: per-user Dynamics licence, Microsoft Teams Phone licence for voice agents and Copilot credits for AI capabilities

• Use cases beyond traditional contact centres, including B2E scenarios for HR, IT and Facilities