Originally presented live at DynamicsCon 2026, you can now watch this on-demand session led by Chad Weiner, Power Platform Lead at Alithya, and explore how Dynamics 365 Contact Center is reshaping modern customer engagement.
Modernize customer service operations with Dynamics 365
This session delivers a clear, practical overview of Microsoft’s AI-powered contact center solution, including key distinctions between Dynamics 365 Customer Service Premium and the standalone Contact Center offering.
By the end of the session, you will have a strong understanding of how Dynamics 365 Contact Center can modernize your service operations, improve efficiency, and elevate the overall customer experience. This is a valuable resource to view and share when exploring next generation contact center solutions.
What you will learn in this session
Through live demos, you will see the full experience from both the agent and supervisor perspectives, including inbound and outbound voice, live chat, SMS, and email interactions. The session highlights how AI is embedded across every touchpoint to streamline workflows and improve responsiveness.
You will also get a closer look at productivity-enhancing capabilities such as real-time insights, intelligent routing, and Copilot assistance. These features empower teams to resolve issues faster, personalize interactions at scale, and make data-driven decisions in the moment.