Reimagining Contact Centres with Microsoft
Key takeaways:
- Microsoft has launched Dynamics 365 Contact Center, a Copilot-first CCaaS platform built for AI-native experiences.
- The new Unify model integrates certified contact centre solutions directly into Microsoft Teams.
- These tools enable omnichannel service, real-time AI assistance, and greater operational efficiency.
- Dynamics 365 Contact Center works independently or alongside existing CRM systems.
A New Era for Contact Centres Is Here
Customer service expectations have changed and Microsoft is meeting the moment.
With the introduction of Dynamics 365 Contact Center and the Unify integration model for Microsoft Teams, Microsoft is reshaping the way organisations manage customer interactions. These developments bring AI and automation to the forefront, enabling faster, more intelligent service across every channel, without adding complexity behind the scenes.
We see this shift as a significant opportunity for businesses across finance, utilities, and beyond. Whether you’re scaling your service team, integrating AI, or looking to improve your customer experience without overhauling existing systems, Microsoft’s latest offerings are designed to fit around your needs.
What is Dynamics 365 Contact Center?
Dynamics 365 Contact Center is Microsoft’s first-party Contact Centre as a Service (CCaaS) solution. Built natively on Microsoft Azure, it combines voice, chat, SMS, email, and social into one unified platform, with Copilot-powered AI embedded throughout.
Key benefits include:
- Smarter, faster service: Agents are supported by real-time insights, conversation summaries, and sentiment analysis, helping them resolve customer issues more efficiently and with greater context.
- Built-in automation: AI bots can handle routine interactions via conversational IVR or live chat, freeing up human agents for more complex work.
- Deeper visibility: Supervisors can access detailed analytics on performance, workload distribution, and customer trends, all powered by Microsoft’s AI models.
- No dependency on Dynamics CRM: The platform works independently or alongside third-party CRMs, making it accessible even to businesses not already using Dynamics 365.
Teams as a Contact Centre Platform: The Unify Model
For businesses already using Microsoft Teams, the new Unify model opens up powerful contact centre capabilities without requiring a new toolset.
With Unify, certified contact centre providers can plug directly into Teams, offering native voice capabilities, seamless agent handoffs, and shared presence, all within a familiar interface.
Highlights of the Unify model include:
- Dual-persona experience: Agents can work in their contact centre app or in Teams, depending on workflow.
- Advanced call routing: Teams’ AI and Azure Communication Services power intelligent call handling and escalation.
- Simplified infrastructure: Organisations can unify communications under one platform, Teams, for internal collaboration and external service.
Read the full breakdown from Microsoft here.
FAQ: Microsoft’s New Contact Centre Capabilities
Q: What is Dynamics 365 Contact Center?
A: Microsoft’s Copilot-first CCaaS platform with AI-powered tools for omnichannel service, agent support, and performance analytics.
Q: Can it work with our existing CRM?
A: Yes. It’s CRM-agnostic—meaning it works independently or integrates with your current CRM, whether it’s Microsoft Dynamics or another platform.
Q: What is the Unify model in Teams?
A: A new integration framework that lets certified contact centre platforms work natively inside Microsoft Teams, offering seamless functionality and simplified workflows.
Q: Is this suitable for regulated industries like banking or insurance?
A: Yes. Microsoft’s infrastructure is built with compliance and data governance in mind, and 365 Mechanix ensures deployment meets local requirements.
Q: How do we get started?
A: Contact 365 Mechanix. We’ll walk you through the options and help design a solution that’s right for your business.