Omnichannel customer experiences

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

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.