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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
Desktop companion application for Dynamics 365 Contact Center delivers enhanced reliability for voice conversations by maintaining call connections even when the browser app refreshes or crashes. This standalone solution significantly reduces connection latency while providing valuable visibility into client-side resource consumption and device troubleshooting capabilities.
By ensuring uninterrupted communication between customers and service representatives regardless of browser performance issues, organizations benefit from improved call completion rates, higher customer satisfaction, and increased agent productivity. The application eliminates the frustration of dropped calls during critical service interactions, protects against audio loss during technical disruptions, and helps contact centers maintain consistent service quality even under challenging technical conditions.
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:
- 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 client application can be minimized on the representative's screen when the web browser experience works optimally to ensure no distraction.
Additional resources
Install and manage Desktop companion application for voice channel (docs)