Plan and prepare for Dynamics 365 Contact Center in 2025 release wave 2

Overview

Dynamics 365 Contact Center is a Copilot-first, cloud-based contact center that brings unparalleled intelligence and customer experience to every engagement channel in a CRM system of your choice. It enables organizations to engage customers in their channel of choice, deliver effortless self-service to improve containment powered by generative AI, accelerate assisted service with embedded Copilot and agentic capabilities, and optimize contact center operations by surfacing actionable insights for supervisors.

For 2025 release wave 2, we're focused on progressing our agentic, omnichannel, self-service, extensibility, and expanded supervisor capabilities.

Updates to Dynamics 365 Contact Center 2025 release wave 2

Investment areas

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 gathers 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.

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. When service representatives feel confident, customer satisfaction improves. Dynamics 365 Contact Center gives service representatives a powerful desktop with infused generative AI, seamless collaboration capabilities, and productivity tools in a customizable workspace. Its features boost the effectiveness of service representatives, enabling them to deliver personalized customer experiences across any channel.

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, so organizations gain operational efficiencies. 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 that focus 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 entire set of capabilities being delivered during this release wave, check out the release plan for Dynamics 365 Contact Center below:

For application administrators

User-impacting features to the user experience enabled automatically
User-impacting features should be reviewed by application administrators. This facilitates release change management and enables successful onboarding of new capabilities released to market. For the complete list, look for all features tagged "Users, automatically" in the release plan.

Features that must be enabled by application administrators
This release wave contains features that must be enabled or configured by administrators, makers, or business analysts to be available for their users. For the complete list, look for all features tagged "Users by admins, makers, or analysts" in the release plan.

Get the most out of Contact Center