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Expert Briefing

Dynamics 365 Contact Center Explained: Features, Licensing and Use Cases

MVP Chris Goodwill traces Dynamics 365 Contact Center from its Dynamics CRM roots to today's Azure Communication Services-powered omnichannel platform — covering licensing, deployment, AI-driven self-service and insights, plus how Lenovo and Virgin Money are using it.

Dynamics 365 Contact Center Explained: Features, Licensing and Use Cases

MVP Chris Goodwill, Strategic Partner Manager and Solution Specialist delves into the implications, use cases and future possibilities of Dynamics 365 Contact Center.

  • The evolution of Dynamics 365 Contact Center from its roots in Dynamics CRM
  • How Dynamics 365 Contact Center leverages Azure Communication Services and integrates with Microsoft's existing platforms, providing a seamless omnichannel experience
  • Navigating the complexities of Dynamics licensing and deployment
  • How AI is being leveraged to add features such as self-service, AI-driven insights and smooth interactions
  • Real-world applications and success stories in organisations that have adopted Dynamics 365 Contact Center, including Lenovo and Virgin Money

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