Dynamics 365 Contact Center Add-on for Customer Service Enterprise is a Copilot-first contact center solution providing intelligence, automation, and efficiency across omnichannel customer engagement. Includes AI agents, voice/digital channels, sentiment analysis, and live transcriptions for integrated CRM support.
Specification
Cloud-based subscription service
1-month commitment billing cycle
Omnichannel support (voice, digital, email, SMS)
AI-powered IVR and conversation agents
Real-time conversation summaries and transcriptions
Sentiment analysis
Copilot-assisted knowledge management
Unified Intelligent Routing
Analytics and reporting dashboards
Integration with Dynamics 365 Customer Service Enterprise
