Release wave 1 2025 – Contact Center
Next up of my summaries for the release wave 1 2025 is the summary for contact center.
This is split into the following main sections Copilot and AI innovation, IVR capabilities, Omnichannel customer experiences, Service representative experiences,
Supervisor experiences and Unified routing. A lot of different functionality to bring new powers to your customer service team!
The full release planner can be found here:
https://learn.microsoft.com/en-us/dynamics365/release-plan/2025wave1/service/dynamics365-contact-center
But I will try to sum these up with their features as best as possible here:
Where a general availability (GA) have been set, i also include these here
Copilot and AI innovation
Use Customer Intent Agent to improve service
First of is a new AI agent from Microsoft, leveraging Gen AI to discover ongoing intents from your CRM instance, analyzing past interactions to create an intent library that enhances dynamic conversations. This can be usefull for both self-service scenarios and for your coworkers.
The feature presents a curated list of questions and suggested solutions in the chat response box, boosting support rep efficiency and reducing manual typing. For self-service, it generates relevant follow-up questions and uses collected information to query the knowledge source, leading to higher deflection rates. This allows support reps to focus on cases requiring manual intervention, resulting in quicker issue resolution, reduced handling time, and improved overall customer service
GA of the feature: April 2025
Use contact center for sales
As a point of contact between customers and your company, customer service handles a lot of interactions. To make use of this effect contact center for sales will be a new addittion. Your coworkers can use Dynamics 365 Contact Center for sales to:
- Generate new business and cross or upsell from existing customers.
- Present product offerings and address customer objections.
- Qualify leads and assess sales potential.
- Nurture prospects through the sales funnel.
- Convert conversations into sales or follow-ups.
GA of the feature: July 2025
IVR capabilities
Edit business rules for omnichannel bots
The ability to build and configure rules for an Interactive Voice Response (IVR) copilot within Power Apps allows business administrators to implement call flow changes dynamically, without modifying the copilot logic. This in turn leads to drastic time savings, eliminating testing and deployment cycles within Microsoft Copilot Studio.
This feature gives Copilot studio direct access to tables from Dataverse so you can update data in your CRM to make Copilot studio respond directly without delays.
GA of the feature: April 2025
Omnichannel customer experiences
Integrate biometric authentication and fraud prevention
Authentication is often a tedious step of the customer experience. Traditional methods such as knowledge-based and two-factor authentication are slow and inconvenient for customers and contact center service representatives. Meanwhile, business losses associated with fraud are an increasing threat in many industries
The use cases are as follows:
- Voice authentication for customers from directly within the Dynamics 365 Contact Center workspace, enabling fast, secure, personalized service.
- Fraud prevention capabilities alert service reps about known fraudsters and spoofing attempts, and allow service reps to flag conversations for further investigation by a fraud analyst.
- Supervisors can monitor conversations flagged as suspicious or fraudulent.
- Integrated reporting for fraud analysis.
GA of the feature: June 2025
Use AI summary for call quality management
No more need to paste rewrite your transcription into summary yourself, now you can make use of AI to this for you. Service representatives can use AI summaries of closed voice conversations and voicemails to make conversation reviews more efficient.
GA of the feature: April 2025
Add messaging to native mobile apps
This feature expand the SDK offering from being a web SDK to also include SDKs for native IOS and Android.
Both SDKs contain two main components:
- A ready-to-brand, fully featured, messaging user interface that developers can integrate into their existing application. The included interface is based on the live chat widget so brands can use the same features and customizations as their web program.
- An optional communication layer, containing all the messaging functions necessary to host a conversation that developers can use directly to support a new or existing fully custom messaging interface. Brands that opt to use the included interface don’t need to interact with this layer.
GA of the feature: June 2025
Manage sessions and live conversation details in CCaaS
This feature is for those using Contact Center as a service (CCaaS)
Enhanced sessions management and live conversation details for embedded contact center as a service (CCaaS) will allow for the service representative to view their conversations in a more robust fashion as well as pick the conversations they would like to assign themselves. Additionally, it would help the service representative be the most informed with assisting the customer with live details that would attach to the conversation such as set customer and conversation details.
GA of the feature: June 2025
Service representative experiences
Use Copilot Studio agents to get customer feedback
Usually when collecting feedback from the customers they are asked to answer a questionare, Contact Center will now with this feature let you use Copilot to collect feedback, with this feature you can
- Use Copilot Studio agents to gather customer feedback and configure contextual actions, depending on the feedback.
- Unify and centralize the process of configuring surveys across all channels—messaging, voice, and custom channels.
- Use predefined templates to create surveys.
- Allow supervisors to view and review feedback summarized into actionable insights.
GA of the feature: April 2025
Supervisor experiences
Use enhanced analytics for voicemail and direct callback
Currently, analytics aren’t available to track direct callback activity, and the out-of-the-box analytics categorizes voicemails as abandoned conversations. Supervisors lack insights into conversations that go through overflows leading up to voicemails or callbacks. Now, analytics for voicemails and direct callback actions for overflows will give supervisors insights into these overflow actions and help them plan efficiently.
GA of the feature: April 2025
Unified routing
Route to least active service reps in messaging channels
This feature implements the possibility to route incoming conversations to the least active service representative. This ensure that the customer service representatives aren’t over-burdened with consecutive messaging assignments.
GA of the feature: April 2025
Select a representative automatically in consult to queue
Earlier when using consult you had to select whom to consult with, as this is usually fine in smaller organizations, it can be a worse task in larger organizations. With this feature you can now let the system automatically assign a consult representative based on conversation context. So you will have the possiblity to consult with a queue or the traditional consult with a spesific coworker after this feature is turned on.
GA of the feature: August 2025
Enable blocking of capacity for consulted conversations
By enabling blocking of capacity, businesses can prevent overbooking of service representatives. This feature improves resource management, reduces the risk of service representatives being overburdened, and enhances overall efficiency and customer satisfaction.
- Administrators can enable the option to block capacity for messaging and voice channels in the work distribution settings of the corresponding workstreams.
- The presence of service representatives is automatically updated when they are engaged in consult conversations.
- The capacity is automatically released when the consult session ends or the representative leaves the consult conversation.
GA of the feature: May 2025
Enable direct transfer of conversations
Prior to this feature you had to first consult a coworker and then transfer the conversation if you knew who should have the conversation assigned. With this new feature you can now transfer to the correct coworker directly. This leads to faster resolution times, reduced wait times for customers, and enhanced customer satisfaction. Also, resource allocation is optimized by directing conversations to the most suitable representative without delays.
GA of the feature: July 2025
Use first in, first out order based on interaction times
The first in, first out prioritization for live channels is based on conversation start time. However, conversations that come from asynchronous messaging channels like persistent chat, Facebook, WhatsApp, and SMS can be paused or kept in a waiting state, allowing the customer to respond on their own schedule while preserving the conversation continuity.
Organizations want to ensure that customers get a quick response when they resume the conversation. Now conversations will be prioritized by the latest interaction time. This means, for new conversations, the start time is still considered the interaction time. With this enhancement, for conversations that are resumed from the waiting state, the resume time will be considered in the first in, first out order of the custom prioritization rule.
GA of the feature: September 2025