Dynamics 365 Contact Center

Microsoft add Dynamics 365 Contact Center to the July 2024 Product Terms.

It’s a new product that adapts the capabilities of the previous Voice and Digital Messaging channel Add-ons for Dynamics 365 Customer Service and makes them available in a standalone product. Infused (of course) with Copilot and using Generative AI, it’s designed as a Contact Center as a Service (CCaaS) solution, and there’s a nice video to give you an idea of what that might look like here: https://youtu.be/UeKSBD7i3RI.

From a licensing perspective, you can buy a standalone solution costing $110 per user per month, or you can buy it with Customer Service Enterprise in a new offering called Customer Service Premium, which costs $195 per user per month.

Find the announcement here: https://bit.ly/3XNMeFh, and pricing information here: https://bit.ly/45N2kB4.

Copilot and friends: the summary

Here’s the licensing summary of the latest AI-ification that Microsoft is enabling in products.

First, Windows Copilot will be included in Windows 11 and available in preview this year – find out more about that here: https://bit.ly/45BkJzz.

Next, Bing Chat Enterprise is currently in preview and will be included in Microsoft 365 E3/E5 and Microsoft 365 Business Standard/Premium licences. On release it’ll also be available as a standalone offering for $5 per user per month, and will be accessible from Windows Copilot. Microsoft 365 Copilot is also in preview and will be a $30 per user per month Add-on for Microsoft 365 E3/E5 and Microsoft 365 Business Standard/Premium licensed users. Find out more about Bing Chat Enterprise and Microsoft 365 Copilot here: https://bit.ly/457xWQC.

And finally, Sales Copilot includes the Viva Sales capabilities and is generally available both as a standalone licence and included for users licensed for Dynamics 365 Sales Enterprise/Premium. Find out more about that here: https://bit.ly/3DWd0jL.