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What is Dynamics 365 Contact Center?
Contact Center covers what happens in real time: the customer is waiting while you respond. This sets it apart from regular case management, where the response may not come until tomorrow.
The agent handles chat, phone calls, and messages in the same interface, with the customer profile and history alongside. No need to switch between systems for each channel.
Inquiries are routed to the right agent based on expertise, language, and availability. This is what distinguishes a contact center from a shared inbox.
When the volume is too high for manual assignment, and when customers expect a response while they wait. If you receive fifteen email inquiries a day, Customer Service alone is sufficient.
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