CCaaS Platform
MD
Microsoft Dynamics 365 Contact Center
Copilot-first cloud contact center built on Azure, Teams, and Dynamics 365 for enterprise CX.
Microsoft's Copilot-first CCaaS locks in enterprises already on Dynamics 365 or Teams; deep AI is built-in but CRM lock-in is real.
Pricing
$95 /user/month
Digital or Voice only: $95/user/month. Full (voice + digital): $110/user/month. Customer Service Premium bundle: $195/user/month. 40% promotional discount through June 30, 2026. Azure Communication Services voice usage billed separately.
30-day trial
Per user/month Usage-based Custom enterprise
View pricing page →
Verified April 2026
Capabilities
| Capability | Microsoft Dynamics 365 Contact Center |
|---|---|
| Transcription | ✓ |
| Summarization | ✓ |
| Sentiment Analysis | ✓ |
| Real-Time Agent Assist | ✓ |
| Autonomous Voice Agent | ✓ |
| Virtual Agent (Chat) | ✓ |
| Conversation Intelligence | ✓ |
| Automated QA | ✓ |
| Intelligent Routing | ✓ |
| Predictive Dialer | ✗ |
| Voice Cloning | ✗ |
| Multilingual | ✓ |
| Coaching Workflows | ✓ |
| Workforce Management | ✓ |
Compliance & Security
Data residency: US, EU, UK, ASIA PACIFIC
Integrations
CRM
Microsoft Dynamics 365SalesforceServiceNowSAP
Helpdesk
Microsoft Dynamics 365 Customer ServiceServiceNow
Telephony
Microsoft Teams PhoneAzure Communication ServicesDirect Routing
AI Models
Azure OpenAIAzure AI SpeechCopilot StudioAzure Cognitive Services
Other
Microsoft Power PlatformMicrosoft DataversePower AutomateMicrosoft Teams
API documented
View integrations marketplace →
Reviews & Recognition
Alternatives to Microsoft Dynamics 365 Contact Center
Frequently asked questions about Microsoft Dynamics 365 Contact Center
- What is Microsoft Dynamics 365 Contact Center?
- Microsoft's Copilot-first CCaaS locks in enterprises already on Dynamics 365 or Teams; deep AI is built-in but CRM lock-in is real.
- How much does Microsoft Dynamics 365 Contact Center cost?
- Microsoft Dynamics 365 Contact Center starts at $95/user/month. Digital or Voice only: $95/user/month. Full (voice + digital): $110/user/month. Customer Service Premium bundle: $195/user/month. 40% promotional discount through June 30, 2026. Azure Communication Services voice usage billed separately. (pricing verified April 2026).
- What security and compliance certifications does Microsoft Dynamics 365 Contact Center have?
- Microsoft Dynamics 365 Contact Center is compliant with SOC 2 Type II, HIPAA, PCI DSS, GDPR, ISO 27001, and FedRAMP Moderate. A Business Associate Agreement (BAA) is available for healthcare deployments.
- What channels does Microsoft Dynamics 365 Contact Center support?
- Microsoft Dynamics 365 Contact Center supports voice, SMS, email, web chat, WhatsApp, and social DMs.
- What are the top alternatives to Microsoft Dynamics 365 Contact Center?
- Alternatives to Microsoft Dynamics 365 Contact Center include Genesys Cloud Cx, Nice Cxone Mpower, Five9, Salesforce Service Cloud, and Amazon Connect. See the alternatives section above for full profiles of each.