Dynamics 365 & CRM Automation
Dynamics 365 Contact Center: Microsoft’s Copilot-First CCaaS and What It Actually Does
Microsoft launched Dynamics 365 Contact Center in July 2024 — a standalone, Copilot-first CCaaS built on Azure, Nuance, Teams, and Copilot Studio. It’s not a chatbot add-on. It’s a full omnichannel contact center stack with generative AI wired in at every layer, and the Wave 1 and Wave 2 2025 release plans show Microsoft is moving fast.