Microsoft Dynamics 365 Contact Center
Cloud contact center platform for self-service, agent assist and operations.
Data collected ·ChatGPT, Perplexity, Google AI Mode·coverage 98.8%·next run
- Microsoft Dynamics 365 Contact Center ranks #13 of 48 in Contact Center with an AI visibility score of 12.3 (SlateIndex, Nov 3, 2026).
- Microsoft Dynamics 365 Contact Center's visibility rose 1.5 points since the previous weekly run.
- Microsoft Dynamics 365 Contact Center is most visible on ChatGPT (21) and least on Perplexity (6.7).
- AI engines name Microsoft Dynamics 365 Contact Center in 16 of the 30 Contact Center buyer prompts SlateIndex tracks.
- salesforce.com is the source AI engines cite most in answers about Microsoft Dynamics 365 Contact Center, with 12 citations.
About
Company details for Microsoft Dynamics 365 Contact Center
Dynamics 365 Contact Center is a cloud-based contact center platform from Microsoft that covers self-service, agent assist and operations. It handles voice, chat, SMS, email, WhatsApp and social channels in one agent workspace. It can run standalone or alongside Dynamics 365 Customer Service and other supported CRMs such as Salesforce. Routing combines AI models and rules, and its IVRs are powered by Microsoft Copilot Studio. It ranks #13 of 48 in Contact Center on SlateIndex and has a visibility score of 12.3 in the latest weekly run.
Its differentiator: works standalone or with Dynamics 365 Customer Service and other CRMs, with Copilot-enhanced conversational IVR from Nuance.
- Website
- microsoft.com
- Categories
- Contact Center
- Company type
- Division of Microsoft
- Deployment
- Cloud-based
- Compliance
- ISO/IEC 27001, FedRAMP High (Government Community Cloud, reported)
Read from gartner.com, microsoft.com, netwiseglobal.com, executivebiz.com, appsruntheworld.com · refreshed Nov 2, 2026.
AI visibility
Latest weekly run · Nov 3 · next run Nov 9
Visibility score trend
Weekly runs over the last 60 days, with up to 7 competitors. Click a name to hide or show its line.
Microsoft Dynamics 365 Contact Center gained 1.5 points over 1 weekly run in Contact Center. Genesys leads the category at 52.3%.
AI mentions & citations
Recent answers that name Microsoft Dynamics 365 Contact Center
Which contact center platform offers a free trial?
You can sign up directly on the Microsoft Dynamics 365 Free Trial Page using a work, school, or personal email to test features like voice channels and generative AI self-service.[](https://learn.microsoft.com/en-…
How do I choose a contact center platform for a mid-market team?
Confirm integrations with Salesforce, Microsoft Dynamics, HubSpot, Zendesk or your existing CRM and help desk.
What features matter most in a contact center platform?
Salesforce, Microsoft Dynamics, and HubSpot
What are common mistakes when buying a contact center platform?
CRM platforms such as Salesforce and Microsoft Dynamics.
What should a contact center platform integrate with?
How long does it take to roll out a contact center platform?
Integrations: Salesforce, ServiceNow, Microsoft Dynamics, workforce management, quality management, and reporting.
What should a contact center platform integrate with?
CRM (Customer Relationship Management) : Systems like Salesforce, HubSpot, or Microsoft Dynamics are essential.
What should a contact center platform integrate with?
CRM: Salesforce, HubSpot, Microsoft Dynamics, or Zoho for customer profiles, interaction history, screen pops, click-to-call, and automatic activity logging.
Products & features
What Microsoft Dynamics 365 Contact Center sells
Dynamics 365 Contact Center
Cloud contact center with voice, digital messaging, AI routing, Copilot Studio IVRs, supervisor tools and workforce management.
Strengths engines cite
- Free 30-day trial to test voice channels and generative AI self-service
- Integrations with Salesforce, Microsoft Dynamics, and ServiceNow
- Recognised by analysts such as ISG and Gartner
Target market & buyers
Notable customers include Lenovo, Sonepar, Blue Zebra, PKO Leasing, Capricorn Co-operative, Innovation Federal Credit Union.
| Industry | Primary use case |
|---|---|
| Financial services | Contact center deployment in production, including PKO Leasing in Poland, reportedly the first in its region. |
Funding & recent developments
Funding
| Latest known round | Total raised |
|---|---|
| — | — |
Recent developments
- Oct 2025ProductContact Center Intelligence announced
Microsoft announced Contact Center Intelligence with a Universal Connector for third-party contact centers; it is in preview and not for production.
- Oct 2025ProductCustomer Intent Agent, feedback agent and intent-based routing generally available
Per a third-party blog, Customer Intent Agent, feedback agent and intent-based routing reached general availability.
- Sep 2025ProductContact Center on Government Community Cloud launched
Microsoft launched the Contact Center on Government Community Cloud, reportedly holding FedRAMP High certification.
- Sep 2025ProductTeams Phone extensibility generally available
Teams Phone extensibility for Contact Center reached general availability.
- Aug 2025ProductAzure Communication Services SMS numbers and short codes added
SMS mobile numbers and short codes on Azure Communication Services were added to Contact Center.
Competitive landscape
How Microsoft Dynamics 365 Contact Center compares with its top three alternatives
Microsoft Dynamics 365 Contact Center most often appears alongside Salesforce, Genesys, CXone in AI answers.
| Brand | Visibility | Share of voice | vs last week | Starting price |
|---|---|---|---|---|
| Microsoft Dynamics 365 Contact Center | 12.3% | 2.9% | up+1.5% | Pricing not available |
| Salesforce | 46.2% | 9.6% | New | Pricing not available |
| Genesys | 52.3% | 8.9% | down−2.3% | Pricing not available |
| CXone | 35.9% | 6.3% | down−0.8% | Pricing not available |
| Five9 | 28.5% | 6.2% | up+1.1% | Pricing not available |
What AI answers say
Sentiment and themes from the answers that mention this brand
Positive 13% · Neutral 74% · Mixed 13% of 15 engine answers that mention Microsoft Dynamics 365 Contact Center
Praised for
- Free 30-day trial to test voice channels and generative AI self-service
- Integrations with Salesforce, Microsoft Dynamics, and ServiceNow
- Recognised by analysts such as ISG and Gartner
Criticised for
Cite as: SlateIndex, “Microsoft Dynamics 365 Contact Center AI visibility profile”, https://slateindex.ai/brand/microsoft-dynamics-365-contact-center, data of Nov 3, 2026. Licence: CC BY 4.0.