Enterprise-grade voice channel — inbound routing, outbound dialing, call recording, Teams Phone integration, and carrier-grade PSTN connectivity.
| Capability | What It Does |
|---|---|
| Direct Routing & PSTN | Connect to your carrier or use Microsoft Calling Plans for inbound and outbound PSTN calls with full call controls |
| Inbound Call Routing | Route calls intelligently using IVR menus, skills, and AI-based queue assignment with overflow and callback handling |
| Outbound Dialing | Run outbound campaigns with preview, progressive, and power dialing modes, including proactive customer engagement |
| Call Recording & Transcription | Record and transcribe all calls in real time with speaker diarization, pause/resume controls, and compliance archiving |
| Teams Phone Integration | Use Microsoft Teams telephony as the voice backbone, enabling agents to take calls directly within Teams or Dynamics 365 |
Unified digital engagement across chat, email, SMS, WhatsApp, and social — all managed through a single omnichannel workspace.
| Capability | What It Does |
|---|---|
| Live Chat | Deploy configurable chat widgets on websites and portals with pre-chat surveys, proactive triggers, and file sharing |
| Email Channel | Manage high-volume email as work items with routing rules, SLA tracking, and AI-assisted drafting for agents |
| SMS & Mobile Messaging | Two-way SMS using Azure Communication Services or third-party carriers for proactive outreach and customer replies |
| WhatsApp & Social | Engage customers on WhatsApp and social channels with rich media, quick replies, and seamless agent handoff |
| Persistent Chat | Long-running async chat sessions that persist across customer visits, preserving full conversation history |
Copilot-powered IVR and autonomous AI agents that resolve customer issues without human escalation — reducing handle time and operational cost.
| Capability | What It Does |
|---|---|
| Copilot Studio AI Agents | Build and deploy conversational AI agents across voice and digital channels using no-code Copilot Studio authoring |
| Customer Intent Agent | Autonomous AI agent that detects customer intent and resolves common issues end-to-end without agent involvement |
| Voice IVR Flows | Design voice IVR menus, prompts, and routing logic with drag-and-drop flow builder and DTMF/speech input |
| Self-Service & Deflection | Promote FAQs and knowledge to self-service so customers resolve their own issues, reducing live agent demand |
| Multilingual IVR | Support multiple languages in IVR with dynamic language switching based on customer preference or dialed number |
Generative AI capabilities that help agents respond faster, supervisors coach better, and quality teams evaluate at scale — across every channel.
| Capability | What It Does |
|---|---|
| Copilot for Representatives | Real-time AI assistance for agents — summarizing conversations, drafting responses, suggesting knowledge, and answering questions |
| Real-Time Translation | Translate voice and chat interactions in real time so agents and customers communicate in their preferred languages |
| Sentiment & Emotion Detection | Monitor customer sentiment in real time across all channels and alert supervisors to escalating conversations |
| Quality Evaluation Agent | AI-powered quality scoring of voice and digital conversations against configurable criteria with automated reporting |
| Conversation Summarization | Automatic end-of-conversation summaries and resolution notes, reducing after-call work and improving case documentation |
Purpose-built workspaces and operational tools — giving agents the context they need and supervisors the visibility to run high-performing contact centers.
| Capability | What It Does |
|---|---|
| Omnichannel Workspace | Unified multi-session workspace where agents handle voice, chat, email, and more simultaneously with full context per session |
| Supervisor Monitoring | Live dashboards for barge-in, whisper coaching, forced transfer, and real-time queue and agent status monitoring |
| Workforce Management | Forecast contact volumes, build agent schedules, manage time-off, and track real-time adherence in a single interface |
| Unified Routing | AI-powered omnichannel routing engine that assigns work across voice, chat, and email based on skills, capacity, and intent |
| Proactive Outbound Engagement | Configure and run personalized outbound campaigns with consent management, outcome tracking, and campaign analytics |
Real-time and historical analytics for every channel, queue, and agent — with AI-powered insights, Application Insights integration, and Power BI.
| Capability | What It Does |
|---|---|
| Real-Time Analytics | Live supervisor dashboards showing active conversations, queue lengths, agent availability, and SLA status by second |
| Historical Analytics | Pre-built and custom dashboards for volume trends, handle time, CSAT, resolution rates, and channel performance |
| Conversation Intelligence | AI insights from call and chat transcripts — tracking keywords, sentiment trends, and coaching opportunities |
| Application Insights Integration | Stream detailed telemetry about work items and routing events to Azure Application Insights for custom analysis |
| Bot Performance Analytics | Real-time and historical dashboards tracking IVR bot containment, handoff rates, intents, and self-service outcomes |
Product Roadmap
2026 Release Wave 1 (Apr – Sep 2026) — Source: Microsoft Learn Release Plans
Prior Releases
Source: Dynamics 365 Release Plans — Microsoft Learn