What you get
- Dynamics 365 Contact Center add-on for users who already hold a Dynamics 365 Customer Service Enterprise license: Microsoft's Copilot-first contact center providing customer engagement across both digital and voice channels in one all-in-one add-on.
- Per Microsoft's Dynamics 365 Licensing Guide, Contact Center is licensed per user and comes with its capacity entitlements; Customer Service Enterprise users are the eligible base for Contact Center add-ons.
Before you buy
This is an add-on — the user must already be licensed for Dynamics 365 Customer Service Enterprise (Customer Service Professional users are not eligible for this add-on). It is not needed if you already have Customer Service Premium, which already includes Contact Center (Digital + Voice). Per Microsoft, any generative AI capabilities in IVR bots require Copilot Credits purchased separately, Teams Phone extensibility does not let reps use their own unique phone numbers inside the Contact Center app, and a single voice call is capped at two hours. Availability varies by region.
