Dynamics 365 Contact Center overview
Start with the product overview, core capabilities, deployment context, and links to the main implementation documentation.
View resource →RESOURCES
Dynamics 365 Contact Center Resources
These are some resources I use when learning and implementing Dynamics 365 Contact Center, from Microsoft guidance and documentation to learning paths, architecture, routing, voice, AI, and practical implementation materials.
22 resourcesCarl de Souza
Dynamics 365 Contact Center
New to implementing Dynamics 365 Contact Center? Start here.
You don't need to read everything on this page. Start with these resources in order.
1
Dynamics 365 Contact Center overview
Start with the product overview, core capabilities, deployment context, and links to the main implementation documentation.
2Implement an AI-powered contact center with Dynamics 365
A Microsoft Learn path covering architecture, deployment models, core configuration, queues, routing, AI agents, and ALM.
3Get started with Copilot Service admin center
Learn how to create and configure a contact center, channels, queues, routing, agent experiences, insights, and administration.
4Configure chat and digital channels in Dynamics 365 Contact Center
Configure WhatsApp, SMS, web chat, SDK-based experiences, and custom messaging channels before moving on to voice.
5Voice channel deployment approaches
Review deployment options and considerations for inbound and outbound voice in Dynamics 365 Contact Center.
LEARNING RESOURCES
Learn Dynamics 365 Contact Center
Courses, workshops, learning paths, videos, and hands-on training to help you build your skills.
Implement an AI-powered contact center with Dynamics 365
A Microsoft Learn path covering architecture, deployment models, core configuration, queues, routing, AI agents, and ALM.
View resource →IMPLEMENTATION LIBRARY
AI-Powered Contact Center
8 resources
Conversation Orchestration
Use natural-language playbooks to actively manage conversations as wait times, queues, availability, and other conditions change.
View resource →Real-Time Voice Agents
Build low-latency speech-to-speech experiences with Copilot Studio and Dynamics 365 Contact Center.
View resource →Customer Intent Agent
Use generative AI to discover and maintain customer intents from contact center conversations.
View resource →MCP for Contact Center
Connect agents to Dynamics 365 Contact Center operations through the Contact Center MCP server.
View resource →View all 8 AI-Powered Contact Center resources →Show less ↑
Quality Assurance Agent
Use AI-powered real-time monitoring, quality evaluation, coaching, and supervisor assistance.
View resource →Human Assist Agent
Explore AI capabilities designed to assist human service representatives during customer interactions.
View resource →Service Operations Agent
Use conversational AI for contact center configuration, validation, troubleshooting, queues, channels, and routing.
View resource →Proactive Engagement
Create AI-driven proactive voice and SMS experiences that engage customers before they contact the organization.
View resource →Architecture
6 resources
Dynamics 365 Contact Center overview
Start with the product overview, core capabilities, deployment context, and links to the main implementation documentation.
View resource →Implement an AI-powered contact center with Dynamics 365
A Microsoft Learn path covering architecture, deployment models, core configuration, queues, routing, AI agents, and ALM.
View resource →Overview of unified routing
Understand the enterprise routing and assignment architecture used to distribute work across channels and representatives.
View resource →Teams Phone vs. Azure Communication Services
Compare Dynamics 365 Contact Center voice deployment approaches, including Teams Phone and Azure Communication Services, to choose the right telephony foundation.
View resource →View all 6 Architecture resources →Show less ↑
Bring Your Own Carrier and SBC
Connect existing carriers and phone numbers through Azure Communication Services direct routing and review Session Border Controller requirements and best practices.
View resource →Certified Session Border Controllers
Review Microsoft-certified SBCs for Azure Communication Services direct routing and their known limitations.
View resource →Implement and Deploy
3 resources
Get started with Copilot Service admin center
Learn how to create and configure a contact center, channels, queues, routing, agent experiences, insights, and administration.
View resource →Voice channel deployment approaches
Review deployment options and considerations for inbound and outbound voice in Dynamics 365 Contact Center.
View resource →Configure chat and digital channels in Dynamics 365 Contact Center
Configure WhatsApp, SMS, web chat, SDK-based experiences, and custom messaging channels before moving on to voice.
View resource →Migration & Modernization
2 resources
Contact Center Environment Migration
Plan tenant-to-tenant and geo-to-geo moves and understand the Contact Center steps required after migration.
View resource →Migrate Routing Configuration Data
Use Microsoft configuration migration guidance to move unified-routing configuration between source and target organizations.
View resource →Test & Evaluate
1 resources
Performance Testing
Plan for expected contact center load and validate voice, chat, routing, integrations, telemetry, and performance at scale.
View resource →Reporting
1 resources
Real-Time Streaming Analytics
Monitor live contact center metrics with event-driven streaming analytics, configurable KPIs, thresholds, and operational wallboards.
View resource →Operate & Improve
1 resources
Dynamics 365 Contact Center release plans
Track new and planned Contact Center capabilities across AI, omnichannel experiences, routing, supervisors, and operations.
View resource →