Microsoft Dynamics 365 Contact Center brings phone, web chat, SMS, WhatsApp, Facebook Messenger and other messaging channels together in one workspace. Requests are intelligently routed or handled by voicebots and chat agents.
The standalone solution works closely with Dynamics 365 Customer Service and other CRM systems such as Salesforce or ServiceNow. Microsoft Copilot supports your staff during every conversation.
As a Microsoft Solutions Partner, we have extensive experience and proven expertise in six key areas
Voicebots and chat agents built with Microsoft Copilot Studio answer calls and messages in natural language. Customers can simply say what they need, interrupt, or switch language, instead of pressing through a menu. The bots can look up an order status, change an appointment or reset access by connecting to your systems. When a request is too complex or too sensitive, they pass the customer to a person, together with a summary of the conversation so far.
During the conversation, Copilot supports your staff: it summarises what the customer has said, suggests replies and knowledge articles, and translates chats in real time. After the call, the summary goes straight into the customer record. The Customer Intent Agent learns from past conversations which topics come up most often, and the Quality Evaluation Agent checks conversations against your own standards. You can introduce these AI features one at a time.
Phone calls in Dynamics 365 Contact Center run through Microsoft's cloud telephony (Azure Communication Services). Queues, routing, call recording, transcription and voice menus are set up in the same system as your chat and messaging channels, so there is no separate phone system to maintain. You can keep your existing phone numbers, either by moving them to Microsoft or by connecting your current telephone provider.
If your company already uses Microsoft Teams Phone, Contact Center can work with it: calls can be passed on to colleagues in the back office who answer in Teams. In a Forrester-Studie from 2025, commissioned by Microsoft, companies combining Contact Center with Teams Phone expect up to 55 percent less downtime on their phone lines and lower costs because separate telephony licences are no longer needed.
Up to
55%
less phone downtime
Dynamics 365 Contact Center
Microsoft
Teams Phone
Let's take a look at your communication channels, service processes and goals together.
Contact Center handles the conversation: who is calling or writing, which queue they end up in and who answers. Dynamics 365 Customer Service handles what happens with the request afterwards: cases, deadlines, contracts, the knowledge base and the customer portal.
If your team mainly answers questions directly in the conversation, Contact Center on its own may be enough, connected to the CRM you already have. If requests turn into cases that need follow-up, the two products work best together. Customer Service Premium includes both.
Manages the conversation and the enquiry.
Handles cases and follow-up work.
Customer Service Premium includes both solutions.
Define and specify requirements.
Configuring channels, bots and rules
Go-live and ongoing optimisation.
Let's take a look at your communication channels, service processes and goals together.
Team leads see in real time how many conversations are waiting, how long customers wait and how busy each team is. They can listen in, step into a conversation or move staff between queues. Reports and Power BI dashboards show trends and help plan staffing.
Dynamics 365 Contact Center brings phone, chat and messaging together in one central platform. AI supports your employees, routine inquiries are handled automatically, and existing CRM systems can be seamlessly integrated. These six reasons highlight the tangible benefits the solution brings to your customer service.
01
Phone system, chat tool and customer database are replaced by one platform. Your team works in one screen, and IT maintains one system.
02
You don't have to replace your CRM to use Contact Center. It works best with Dynamics 365, but it also connects to Salesforce, ServiceNow and other systems.
03
Voicebots and chat agents take care of routine questions at any time of day. Your staff focus on the conversations where a person really makes a difference.
04
When a call comes in, the customer's history and the reason for the contact are already on screen. Customers don't have to explain everything again.
05
06
Many contact centers run on an older phone system with a separate chat tool and a CRM that is only loosely connected. Each system has its own licences, its own reports and its own support contract, and staff switch between windows during every call.
Moving to Dynamics 365 Contact Center doesn't have to happen in one go. We usually start with one channel, for example chat, run it alongside the existing setup and then move the phone lines, keeping your numbers. Existing voice menus are rebuilt as voicebots, and routing rules are reviewed along the way.
If you already use Dynamics 365 Customer Service or Business Central, the contact center connects to the same customer data from day one.
01
Chat
We start with one channel, such as chat, and run it alongside your existing setup.
02
Telephony
Next, we switch over your phone lines while keeping your existing numbers.
03
Voicebots & Routing
We rebuild existing voice menus as voicebots and review routing rules along the way.
Let's take a look at your communication channels, service processes and goals together.
A contact center project touches telephony, IT, service processes and the daily routine of many people. collana brings the technical know-how and the service experience together in one team.
No. Dynamics 365 Contact Center can be used with another CRM such as Salesforce or ServiceNow. The integration is closest with Dynamics 365 Customer Service, but it isn't a requirement.
Contact Center manages the conversations: channels, routing, voicebots and supervisor tools. Customer Service manages cases, deadlines, contracts and the knowledge base. Many companies use both; Customer Service Premium includes both.
Yes. Existing numbers can usually be moved to Microsoft, or you can keep your current telephone provider and connect it to Contact Center.
Yes. Calls can be forwarded to colleagues who answer in Teams, and companies using Teams Phone can connect it to Contact Center. Staff can also bring in experts via Teams chat during a conversation.
No. Voicebots, chat agents and Copilot can be switched on step by step. Many companies start with routing and the agent workspace and add AI once the basics are running.
There is a monthly licence per user, either for all channels or for digital messaging or phone only. Phone numbers and call minutes are billed separately through Azure Communication Services, and AI agents are paid for by use via Copilot credits. That makes it possible to start small and grow as usage increases.
A contact center with one or two digital channels and few integrations can go live in a few weeks. Moving phone lines, building voicebots and connecting several systems takes longer and is usually done in phases.
Let's talk about your service processes, communication channels, and goals. In a short introductory call, we'll explore the best next step for your contact center – with no obligation.