Dynamics 365 · Subscription
Answer customers on voice, chat, email and social from one AI-assisted contact centre
1-year subscription
SKU: MB-323-FULLANNUAL
Microsoft · Authorized reseller
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Overview
The licence gives one agent access to Dynamics 365 Contact Center, where phone calls, live chat, email, SMS and social messages arrive in a single queue. Unified routing sends each conversation to the right person, while Copilot drafts replies, summarises calls and finds answers in your knowledge base as the agent works.
Contact Center runs on its own or connects to Dynamics 365 Customer Service and other CRM systems, so agents see the customer record and case history next to the conversation. Real-time transcription, live sentiment and on-the-fly translation help teams reply quickly across languages.
First-party voice and SMS run on Azure Communication Services, which Microsoft meters and bills separately from this licence. Digital channels such as chat, email and social messaging are covered by the subscription itself.
Last updated July 28, 2026
Included
Contact CenterWhy choose it
Phone, chat, email, SMS and social conversations land in a single workspace, so agents help each customer without switching between apps.
During a conversation, Copilot summarises calls, drafts responses and searches your knowledge base, cutting the manual work on each ticket.
Connect Contact Center to Dynamics 365 Customer Service or your existing CRM so agents keep full case history in front of them.
Activation
After checkout, we email your Dynamics 365 Contact Center subscription details and setup instructions to the address on your order.
In the Microsoft 365 admin center, open Users then Active users, select the agent, and choose Manage product licenses to assign the Contact Center licence.
In the Copilot Service admin center, turn on the voice, chat, email, SMS and social channels your team needs and connect them to Dynamics 365 or your CRM.
Agents open the Copilot Service workspace in a supported browser and start handling customer conversations from the unified queue.
System requirements
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Support
Have a question about a licence, an order, or activation? We're here to help. Reach our specialist support team using the contact form below or the details on this page — your message matters to us, and we aim to respond within 24 to 48 hours.
