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Important
The 2025 release wave 1 plan covers all new functionalities planned for release from April 2025 to September 2025. In this article, you find the product overview and what's new and planned for Dynamics 365 Contact Center.
Overview
Dynamics 365 Contact Center is a Copilot-first, cloud-based contact center that brings unparalleled intelligence and improved customer experience to every engagement channel in a CRM system of your choice. It enables organizations to engage customers in their preferred channel, deliver effortless self-service to improve containment powered by generative AI, accelerate assisted service with embedded Copilot capabilities, and enable smoother operations for supervisors through a 360-degree view of each customer.
For 2025 release wave 1, we're focused on progressing our agentic, omnichannel, self-service, and extensibility capabilities.
Updates to Dynamics 365 Contact Center 2025 release wave 1
Investment areas
Administrator experiences
The modern administration experience gives you a consistent setup process that unifies the management of Dynamics 365 Contact Center, unified routing, and omnichannel activities. The admin center app brings together all administrator experiences relevant to customer support into a single app. It offers an intuitive and guided experience that enables rapid first-time and incremental setup, along with proactive health checks to ensure the system is set up correctly and works as expected.
Copilot and AI innovation Copilot transforms the service experience with generative AI. Service representatives are more productive and deliver a better service experience with Copilot helping them find resources to resolve issues faster, handle cases more efficiently, and automate time-consuming tasks. Copilot harvests knowledge from internal and external sources to draft contextual answers to questions in email and chat conversations. Service representatives can ask Copilot questions as they research a case and can use Copilot to generate case and conversation summaries in a single click.
Extensibility
For greater reach, use extensibility to integrate the features in Dynamics 365 Contact Center with non-Microsoft CRM solutions through client-side and server-side integrations. Interoperability helps businesses adopt new offerings without disrupting their existing setups.
IVR capabilities Conversational IVRs (interactive voice responses) help enterprises increase containment, improve customer satisfaction, and reduce costs by letting customers self-serve using their voice. Microsoft Copilot Studio powers the Dynamics 365 Contact Center IVRs.
Omnichannel customer experiences
The omnichannel capabilities in Dynamics 365 Contact Center enable organizations to connect and engage with their customers through channels like live chat, SMS, voice, Microsoft Teams, and social channels. By providing a seamless service representative experience and valuable conversation insights across channels, the omnichannel features enable organizations to deliver a true, all-in-one contact center.
Service representative experiences The service representative experience is at the heart of Dynamics 365 Contact Center. Enhancing service representative confidence is the key to improving customer satisfaction. Dynamics 365 Contact Center provides a powerful desktop for service representatives with infused generative AI, seamless collaboration capabilities, and productivity tools in a customizable workspace. Its features boost the effectiveness of the service representatives, enabling them to deliver personalized customer experiences across any channel.
Supervisor experiences
The supervisor experience is targeted at customer service managers and analysts. Availability of key operational metrics allows supervisors to continuously monitor contact center operations and make course corrections. For example, supervisors can intervene when customer sentiment becomes negative and improve agent staffing to optimize productivity, thereby keeping service levels high.
Supervisors can also use the extensibility feature and customize data models to add metrics and report on custom entities to improve contact center efficiency.
Teams integration Use Dynamics 365 Contact Center and Microsoft Teams together to provide your service representatives and customers with a cohesive environment where they can seamlessly collaborate with each other.
Unified routing
The intelligent routing service in Dynamics 365 Contact Center uses a combination of AI models and rules to assign incoming service requests from all channels, namely chat, digital messaging, and voice, to the best-suited service representatives. The assignment rules take into account customer-specified criteria, such as priority and skills. The routing service uses AI to automatically classify, route, and assign work items. It eliminates the need for constant queue supervision and manual work distribution to offer operational efficiencies for organizations. Features like percent-based routing, overflow management, and routing to preferred service representatives help optimize the routing of work items to the best-suited service representatives.
Workforce engagement management Workforce engagement management (WEM) is a comprehensive approach to managing and optimizing employee performance, engagement, and productivity in customer service and contact center environments. WEM typically includes tools and practices focused on:
- Scheduling and forecasting: Ensuring that the right number of service representatives are available at the right times to meet service demand, while avoiding overstaffing or understaffing.
- Performance management: Setting performance metrics, tracking service representative productivity, and providing feedback to improve service quality.
- Quality management: Monitoring and assessing interactions to maintain high service standards and compliance.
- Employee engagement: Encouraging service representative engagement through feedback, recognition, and tools that help service representatives understand their impact on business goals.
- Training and development: Providing targeted training resources to improve skills, address performance gaps, and support career development.
WEM enhances customer experiences, optimizes workforce efficiency, and increases service representative satisfaction. This approach improves overall service effectiveness.
To learn more about the capabilities delivered during this release wave, see the release plan for Dynamics 365 Contact Center:
For application administrators
User-impacting features to the user experience enabled automatically
Application administrators should review user-impacting features. This review process helps manage release changes and supports successful onboarding of new capabilities. For the complete list, see all features tagged "Users, automatically" in the release plan.
Features that application administrators must enable
This release wave includes features that administrators, makers, or business analysts must enable or configure for their users. For the complete list, see all features tagged "Users by admins, makers, or analysts" in the release plan.
Get the most out of Contact Center
| Helpful links | Description |
|---|---|
| Release plan | View all capabilities included in the release. |
| Licensing | Learn how to license Contact Center. |
| Product documentation | Find documentation for Contact Center. |
| User community | Engage with Contact Center experts and peers in the community. |
| Upcoming events | Find and register for in-person and online events. |
| Product trials | Get started with Contact Center. |