Contact centers play a crucial role in delivering exceptional customer support and driving business growth. With the rise of digitalization and advanced technologies, AI and automation have become essential for streamlining operations, improving efficiency, and nurturing stronger customer relationships. 

Today during Enterprise Connect, we announced Teams Phone extensibility for Microsoft Dynamics 365 Contact Center.  

Beginning next month, Dynamics 365 Contact Center customers will be able to leverage Teams Phone, along with all telephony options supported by Teams such as Teams Calling Plans, Direct Routing, and Operator Connect, and configure them as a single, integrated solution in Dynamics 365 Contact Center.

Through Teams Phone extensibility for Dynamics 365 Contact Center, we aim to deliver the following value adds: 

1. Simplified telephony management across Contact Center as a Service (CCaaS) and Unified Communications as a Service (UCaaS), streamlining deployment, management, and billing of telephony infrastructure. 

2. Availability of advanced AI features in Dynamics 365 Contact Center to enhance contact center operations and deliver more efficient, intelligent customer interactions. 

3. Enhanced calling capabilities from Teams such as Enhanced 911, compliance recording, calling policies, configuration of dial plan, advanced troubleshooting tools are now available in Dynamics 365 Contact Center. 

4. Broader geographic availability of telephony via integration with Teams Calling Plans, Direct Routing, and Operator Connect. 

Teams Phone extensibility for Dynamics will be available in public preview starting April 2025, with general availability planned in summer 2025. Please stay tuned for a detailed blog post being released next month. 

Head over to the TechCommunity blog to learn more. 

The post Teams Phone extensibility for Dynamics 365 Contact Center  appeared first on Microsoft Dynamics 365 Blog.

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.