New changes are coming to Microsoft Dynamics Contact Centre in October 2025 and 2026. This blog summarises the latest changes, how they work, and the benefits for businesses using Microsoft Dynamics 365.
What is Microsoft Dynamics 365 Contact Centre?
Microsoft Dynamics 365 Contact Centre is a popular cloud-native platform that helps businesses deliver truly incredible customer engagement over the phone, through applications, and on the web. Businesses across the UK are already using Contact Centre to benefit from faster resolution times, reduced costs, and greater customer satisfaction.
But the features announced by Microsoft are going to take Contact Centre’s capabilities to new heights in 2025 and 2026. New Agentic automations, omnichannel expansions, supervisor tools, and Copilot enhancements; each of these features will allow businesses to provide experiences that satisfy customers, with less effort than ever before.
So, what are the new features coming to Dynamics 365 Contact Centre?
New Copilot functionalities coming to Contact Centre
Copilot now plays a central role in service delivery in Contact Centre, as it helps employees resolve issues faster and allows businesses to automate repetitive tasks. The new Copilot enhancements coming between October 2025 and March 2026 will increase employee efficiency even further, resulting in higher customer satisfaction and lower costs for businesses. They include:
A new Customer Intent Agent
One of many new agents coming to Dynamics in 2025, Customer Intent Agent will – you guessed it – interpret customer intent data – to resolve issues autonomously. More specifically, customers will analyse your existing and historic support conversations, as well as cases, to build an intent library.
Businesses can then use that library to create an agent in Copilot Studio that can automate complex tasks, ask follow‑up questions, and provide knowledge articles to resolve customer issues accurately and quickly.
This will greatly reduce the number of escalations a business experiences, as contact-first resolution will become easier and more frequent. And of course, this will free up your representatives for more strategic work. To learn more about Copilot Studio, read our breakdown of changes coming to Dynamics Customer Service in 2025.
Real-time translation is now possible in Dynamics Contact Centre
A new “out-of-the-box” real-time translation resource is coming to Contact Centre in October 2025. AI language models, powered by Copilot, will automatically translate conversations between customers and service representatives. This will make customer service more inclusive, while enhancing service capabilities and improving customer outcomes. This new feature will allow businesses to:
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Customise language profiles: Businesses can easily set default and custom primary languages for incoming messages using experience profiles.
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Configure channel-level settings: Organisations can set translation preferences per channel, instead of globally. This allows them to tailor language support across chat, voice, and other relevant platforms.
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Enable live translation controls: These controls allow service representatives to enable and disable translations as needed - or manually select a new language.
Real-time feedback on demand, with Feedback Agent
Traditional feedback loops are time-consuming for customers and involve lengthy processing for businesses. We speak to a lot of businesses that see very little uptake from customers on feedback, for exactly these reasons.
The new Feedback Agent analyses sentiment and collects feedback in real-time, directly from the chat or channel being used to communicate. It then analyses this data and shares it with supervisors.
Surveys and feedback questions can be customised in the Copilot Studio visual editor and are optimised for performance – so it won’t negatively impact load times or the overall customer experience. This powerful new agent will give businesses a better understanding of customer experience and allow teams to respond proactively when sentiment is poor.
New omni-channel features arriving in Contact Centre
Microsoft is releasing a host of new features to support omni-channel experiences in Dynamics 365 Contact Centre. These will enable businesses to deliver compliant and satisfying experiences across multiple platforms and touchpoints. These include:
Rich media messaging capabilities
This new functionality allows employees to send and receive images, videos, and documents to customers across SMS and voice channels. This enhances the clarity and richness of interactions, minimising frustration for customers who will be able to express their needs more effectively.
Secure transfers for PSTN and IVR
This new feature is perfect for businesses that are concerned with compliance and data protection but want to increase first-contact resolution and support customers more effectively.
Through Contact Centre, employees will be able to consult with colleagues and transfer calls to non-Microsoft providers, like third-party payment systems, while maintaining compliance with regulatory requirements. When a call is transferred to an endpoint, the Contact Centre will automatically stop recording and transcription functions, so sensitive customer information stays private to them.
Data masking
New data masking capabilities will automatically hide sensitive customer information during interactions – regardless of platform or channel. This ensures that private customer data is kept safe and that businesses stay compliant with regulations.
Persistent conversation histories
Conversation histories in Contact Centre will now persist, giving employees more context when needed, so they can avoid repetition and previous mistakes. With less repetition and fewer frustrating moments per call, businesses will benefit from better customer satisfaction rates overall.
New triggers let businesses proactively call customers before issues arise
Coming in October 2025, new Contact Centre configurations will allow businesses to set up triggers to proactively call customers – reducing call wait times and mitigating barriers to customer success before they become an issue. With them, businesses can:
- Create intelligent workflows using Microsoft Teams phone numbers.
- Set caller ID rules based on customer attributes.
- Reserve representatives before a call begins.
- Automatically initiate calls when a representative is available.
- Set up a preview timer to guide call preparation in advance.
Representative experiences: New updates that improve usability and boost productivity
To deliver truly great experiences to customers, service representatives need a user-friendly platform with tools and resources that set them up for success. Contact Centre has always been a user-friendly platform that employees enjoy using.
Inbox enhancements
New inbox enhancements will increase efficiency in service teams by giving representatives the option to sort and filter their inbox based on current workload. This will allow them to identify urgent tasks, stay organised, and respond to customers faster – which will improve overall service speed for businesses.
Enhanced noise suppression
Representatives are already excited about this one. New enhanced noise suppression will use deep learning models to filter out background noise during calls, which will greatly benefit organisations with remote or open-office work styles. Better call quality means better communication between representatives and customers, which significantly increases the chance of a first-contact resolution (even when call quality is “poor”).
New hold options for service representatives
New hold options allow representatives to place internal consults on hold, allowing them to communicate with the customer alone - even when another representative is on the line. This will improve call handling times and completely eliminate the need to end consultation sessions and restart them - whenever the representative needs to speak alone with their customer.
Updates to unified routing for better service efficiency
Businesses using unified routing in Contact Centre already benefit from streamlined task distribution, better first-contact resolution, and improved customer satisfaction. But two new features, launching in October 2025, will take this further with:
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Capacity blocking: From October, it will be possible to block capacity in Dynamics 365 Contact Centre. This prevents burnout and overload in employees by managing their availability during peak periods. It also helps businesses maintain service quality, as representatives who are overbooked are less likely to deliver positive outcomes on customer calls.
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Automated consultation selection: Employees will no longer have to search manually for an appropriate consult. Instead, from October, a representative will select a queue and Contact Centre will automatically assign an appropriate subject matter for the consult.
That’s the most important updates in Dynamics 365 Contact Centre this year covered. For changes across other areas of Dynamics 365, read our Dynamics 365 Customer Service and Dynamics 365 Sales updates blogs.
To learn how businesses are using Dynamics 365 to increase efficiency, drive growth, and improve outcomes for customers, download our Dynamics of Success report below:
