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Important
This content is archived and is not being updated. For the latest documentation, go to What's new in Dynamics 365 Contact Center. For the latest release plans, go to Dynamics 365, Power Platform, and Cloud for Industry release plans.
This topic lists features that are planned to release from October 2024 through March 2025. Because this topic lists features that may not have released yet, delivery timelines may change and projected functionality may not be released. For more information, go to Microsoft policy.
For a list of the next wave's release plans, go to 2025 release wave 1 plan.
In the General availability column, the feature will be delivered within the month listed. The delivery date can be any day within that month. Released features show the full date, including the date of release.
This check mark (
) shows which features have been released for public preview or early access and for public preview, early access, and general availability.
Administrator experiences
An intuitive, modern administration experience is key to quickly setting up Dynamics 365 Contact Center and using its features.
| Feature | Enabled for | Public preview | General availability |
|---|---|---|---|
| Configure embedded experience for other CRM solutions | Users by admins, makers, or analysts | - |
Oct 1, 2024 |
Copilot and AI innovation
Copilot in Dynamics 365 Contact Center consists of generative AI capabilities that expedite resolutions of customer issues and increase customer satisfaction.
| Feature | Enabled for | Public preview | General availability |
|---|---|---|---|
| Use Copilot-generated notes to resolve cases faster | Users by admins, makers, or analysts |
Mar 28, 2025 |
- |
| Use Customer Intent Agent to improve service | Users by admins, makers, or analysts |
Mar 31, 2025 |
- |
| Use plugins with Copilot in non-Microsoft CRM solutions | Users by admins, makers, or analysts |
Mar 28, 2025 |
- |
| Use Copilot resolution notes in non-Microsoft CRM systems | Users by admins, makers, or analysts |
Mar 28, 2025 |
- |
| Use Copilot-generated prompts in your CRM solutions | Users by admins, makers, or analysts |
Mar 28, 2025 |
- |
Extensibility
Use extensibility to connect Dynamics 365 Contact Center with other CRM solutions.
| Feature | Enabled for | Public preview | General availability |
|---|---|---|---|
| Synchronize agent presence across systems using Presence API | Users by admins, makers, or analysts | - |
Nov 15, 2024 |
IVR capabilities
Use Copilot-based interactive voice response (IVR) capabilities for providing self-service to your customers.
| Feature | Enabled for | Public preview | General availability |
|---|---|---|---|
| Manage calls when bot handling fails | Users, automatically | - |
Dec 2, 2024 |
| Use multilingual IVR bots | Users by admins, makers, or analysts | - |
Nov 30, 2024 |
| Configure IVR to switch languages based on dialed number | Users by admins, makers, or analysts | - |
Nov 30, 2024 |
| Use real-time, historical reports to analyze bot performance | Admins, makers, marketers, or analysts, automatically | - |
Dec 5, 2024 |
Omnichannel customer experiences
Omnichannel engagement enables instant connectivity between service representatives and customers and gives supervisors real-time visibility into operational efficiency.
| Feature | Enabled for | Public preview | General availability |
|---|---|---|---|
| Use Azure Communication Services-based SMS short codes | Users by admins, makers, or analysts | - |
Mar 7, 2025 |
| Support new locales in the IVR agent | Users by admins, makers, or analysts | - |
Mar 31, 2025 |
| Enable VDI support on Azure Virtual Desktop for voice channel | Users by admins, makers, or analysts |
Aug 1, 2024 |
Oct 31, 2024 |
| Hide transcripts for voice calls | Users, automatically |
Jul 29, 2024 |
Oct 1, 2024 |
Service representative experiences
Enable service representatives to handle multiple interactions, switch between sessions without losing context, and use productivity tools to enhance workflows.
| Feature | Enabled for | Public preview | General availability |
|---|---|---|---|
| Use enhanced options in outbound voice calls | Users, automatically | - |
Oct 1, 2024 |
| Search for a customer in the outbound dialer | Users by admins, makers, or analysts |
Apr 8, 2024 |
Oct 1, 2024 |
| Use Copilot Studio agents to get customer feedback | Users by admins, makers, or analysts |
Nov 18, 2024 |
Apr 2025 |
Supervisor experiences
Enable supervisors to monitor and improve contact center operations.
| Feature | Enabled for | Public preview | General availability |
|---|---|---|---|
| Assign representatives to conversations based on skills and proficiency | Users, automatically | - |
Nov 22, 2024 |
Unified routing
Intelligent work item classification and omnichannel routing capabilities enable the flexibility and automation of AI-enabled workflows.
| Feature | Enabled for | Public preview | General availability |
|---|---|---|---|
| Use overflow for lengthy wait times for work items | Admins, makers, marketers, or analysts, automatically | - |
Feb 28, 2025 |
| Update queue memberships for agents in real time | Admins, makers, marketers, or analysts, automatically | - |
Oct 30, 2024 |
| Use custom alerts for new messages in persistent chat | Users by admins, makers, or analysts | - |
Jan 29, 2025 |
| Route to first-matched queue in route-to-queue rules | Users by admins, makers, or analysts | - |
Mar 14, 2025 |
You are able to opt into some features as part of early access on August 12, 2024, including all mandatory changes that affect users. To learn more, go to Early access FAQ.
Description of Enabled for column values:
Users, automatically: These features include changes to the user experience and are enabled automatically.
Admins, makers, marketers, or analysts, automatically: These features are meant to be used by administrators, makers, marketers, or business analysts and are enabled automatically.
Users by admins, makers, or analysts: These features must be enabled or configured by the administrators, makers, or business analysts to be available for their users.
For a list of the countries or regions where Dynamics 365 business applications are available, go to the International availability guide. For more information about geographic areas and datacenters (regions), go to the Dynamics 365 and Microsoft Power Platform availability page.