We’re excited to share that as of March 5, 2025, Microsoft Dynamics 365 Contact Center has officially become Health Insurance Portability and Accountability Act (HIPAA) compliant. This significant achievement highlights our dedication to security, privacy, and regulatory standards, particularly benefiting customers in healthcare. 

Why HIPAA compliance matters 

Healthcare providers deal daily with sensitive patient information, making data security essential — not just for compliance, but to maintain patient trust. With Dynamics 365 Contact Center now meeting HIPAA standards, healthcare organizations can confidently use AI agent-driven interactions and human support, knowing patient data remains secure. 

With HIPAA compliance, healthcare providers can: 

• Safely utilize AI-driven voice agents (IVR) and digital messaging bots for tasks like patient scheduling and information management. 

• Provide human agents with compliant, secure tools to improve patient interactions. 

• Build greater patient confidence through robust data security measures. 

Recent compliance achievements 

In addition to HIPAA, Dynamics 365 Contact Center has achieved several other critical compliance milestones in recent months: 

• Payment Card Industry (PCI) Data Security Standard (DSS) Compliance (January 2025): Ensuring secure handling of financial transactions within contact centers. 

• International Organization for Standardization (ISO) Compliance (December 2024): Meeting rigorous international standards for security and operational excellence. 

• System and Organization Controls (SOC2) Compliance (November 2024): Demonstrating strong operational controls and reliable management practices. 

These certifications reflect our ongoing commitment to maintaining high security and privacy standards. To explore more about Dynamics 365 Contact Center compliance, visit the Dynamics 365 Contact Center Compliance page here. Additionally, you can learn about broader Dynamics 365 Customer Service compliance here. 

Recent enhancements in Dynamics 365 Contact Center 

Since launching in July 2024, Dynamics 365 Contact Center has continuously improved its capabilities, making it easier for agents to provide exceptional service and for customers to have better experiences: 

• Multilingual voice agents: Support multiple languages using a single voice agent authored in Copilot Studio, simplifying bot management, accelerating deployments, and allowing customers to switch languages seamlessly mid-call. Learn more 

• Enhanced speech sensitivity settings: Adjust voice recognition sensitivity according to your specific use cases, improving accuracy and interaction quality. Learn more 

• Advanced reporting dashboards: Quickly access real-time and historical data, with filters based on phone numbers, caller details, and interaction languages, enabling better decision-making and faster responses. Learn more 

• Enhancements in unified routing and automatic assignment: Assign work from higher-priority queues to agents first, update queue memberships for agents in real time, and use overflow to manage long waiting conversations in queues. Learn more  

• Improved third-party integrations: Seamlessly connect the customer service representative (human agent) experience with ServiceNow, accelerating integrations with third-party CRMs for enhanced efficiency. Learn More 

• Copilot Studio-powered Customer Feedback Surveys (preview): Easily gather valuable customer feedback during interactions, leveraging AI to continuously enhance service quality. Learn more 

• First-party WhatsApp integration (preview): Seamless integration of the WhatsApp channel into the contact center via Azure Communication Services.  Learn more 

• Self-serve customer facing diagnostics in AppInsights (preview): Customers can now view conversation lifecycle telemetry including routing to detect issues and drive for resolution. Learn more 

Learn more

Dynamics 365 Contact Center provides Microsoft Copilot Studio, the AI-agent authoring tool, to create intelligent agents for both customer self-service and support for customer service reps. Discover the latest innovations on the Copilot Studio blog. 

For additional details on Dynamics 365 Contact Center’s capabilities and compliance achievements, please reach out to your Microsoft representative — we’d love to connect. 

The post Dynamics 365 Contact Center strengthens patient trust with HIPAA compliance  appeared first on Microsoft Dynamics 365 Blog.

AI transforms the way people work, the way every function operates, and the way businesses drive competition and growth. It’s also transforming the business application landscape as customers adopt Microsoft 365 Copilot as the UI for AI and agents for every business process. Nowhere is that more true than in sales. The combination of Copilot, agents, and human ambition can free time to focus on closing deals, help teams build a stronger pipeline, and drive new levels of profitability. That matters because in sales, time is money.

We’re announcing a new program—Microsoft AI Accelerator for Sales—to help more customers rapidly transform their sales organization with Microsoft 365 Copilot and agents, as well as two new agents—Sales Agent and Sales Chat—to help scale the team’s ability to nurture and close deals.

Read on for more information on each of these announcements.

AI Accelerator for Sales

We’re announcing AI Accelerator for Sales, an exclusive program designed to help more customers experience a new way of working with Copilot and agents, help transform your sales organization, and migrate off legacy CRM system vendors. This program includes:

• Microsoft 365 Copilot to empower every salesperson with an AI assistant.
• Prebuilt agents to accelerate time to value for common sales processes, including the Sales Research Agent, new to Microsoft Dynamics 365 Sales, that uses deep research to help drive strategic decisions.
• Custom agents with Microsoft Copilot Studio to automate bespoke sales processes.
• Model fine-tuning by Microsoft AI experts, further tailoring AI models and agents to your unique business needs.
• Dynamics 365 Sales to manage customer accounts and drive sales from lead to close.
• White-glove engagement, working hand in hand with Microsoft’s AI experts.

This program will be available for eligible customers on April 1, 2025. Contact your Microsoft representative to learn more.

Customers are making the change

Customers are already realizing the transformative impact of Microsoft’s platform within their sales organization. Lenovo, a global powerhouse in technology solutions, has experienced a streamlined and shortened sales cycle and improved customer service and responsiveness, boosting productivity—and profitability.

 “We’re seeing the benefit of having one standardized system and a global view to all geographies’ activities. This is the foundation for Lenovo’s sales digital transformation—enabling better connections and an increase in sales productivity and actionable insights.”  

—Wei Bi, Business Strategy Senior Manager, Lenovo

Lexmark, a global leader in innovative, cloud-enabled printing, imaging, and Internet of Things (IoT) products, software, solutions and services set out for a sweeping transformation, looking to replace their legacy Salesforce system. With Lexmark’s migration to Microsoft’s platform, the company now has a unified, omnichannel platform that centered the customer experience, standardized service delivery systems, offered user-friendly interfaces, streamlined sales and account management and reporting, and increased efficiency.  

“There is magic in a single source of truth with standardized data. Data analytics, coupled with operational excellence, provides the level of service that only Lexmark can offer to customers, allowing real-time access to actionable data and insights to increase revenue generation and customer satisfaction.”  
—Billy G. Spears, Senior Vice President and Chief Product Delivery Officer, Lexmark 

New sales agents to help close more deals, faster

We’re also announcing two new agents that can free sellers’ time to focus on higher-value activities and help close deals.   

Sales Agent can research and prioritize leads, set up meetings, and reach out to customers. Sales reps can focus time on closing the biggest deals while the agent ensures that no lead is left behind. Sales Chat provides actionable takeaways from CRM system data, pitch decks, meetings, emails, and the web—so sales reps can spend less time digging and more time selling.

Both of these agents, which will be in public preview in May 2025, work with first-party and select third-party CRM systems and integrate with Microsoft 365 Copilot Chat. Learn more about the capabilities of these agents on the Microsoft 365 blog.

In addition, Customer Intent, Customer Knowledge Management, Case Management, Scheduling Operations, and Sales Order agents for Microsoft Dynamics 365 will be available in March 2025. Please note that use of these agents during public preview will require Copilot Studio capacity packs.

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