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Important
Some of the functionality described in this release plan has not been released. Delivery timelines may change and projected functionality may not be released (see Microsoft policy). Learn more: What's new and planned
| Enabled for | Public preview | General availability |
|---|---|---|
| Users by admins, makers, or analysts | 
Apr 1, 2025 |
Jul 2025 |
Business value
The desktop companion application for Dynamics 365 Contact Center gives you more reliable voice conversations by keeping call connections active even if the browser app refreshes or crashes. This standalone solution greatly reduces connection latency and offers useful insights into client-side resource use and device troubleshooting options.
By keeping communication between customers and service representatives uninterrupted despite browser performance issues, organizations see better call completion rates, higher customer satisfaction, and increased agent productivity. The application removes the frustration of dropped calls during important service interactions, guards against audio loss during technical disruptions, and helps contact centers keep consistent service quality even when facing tough technical challenges.
Feature details
Administrators can download and install the Desktop companion application on a customer service representative's desktop.
Customer service representatives can use this application to do the following tasks:
- Provide increased latency and reliability to connect and maintain voice conversations respectively.
- Keep a call ongoing even when the browser app refreshes or crashes, ensuring customer and representatives are always connected and engaged.
- Mute and end calls, switch their speaker settings. The conversation continues to be recorded and transcribed (if the feature is turned on for the web version) to ensure continuity.
The representative can minimize the client application on their screen when the web browser experience works optimally to ensure no distraction.
Additional resources
Install and manage Desktop companion application for voice channel (docs)