The Dynamics 365 Release Wave 2 2025 is on its way, bringing a massive set of enhancements to the new Dynamics 365 Contact Center. I have already covered the release wave for Customer Insights Journeys which you can find here. For the full release planner see the Microsoft documentation

This release, with features rolling out from October 2025 to March 2026, is heavily focused on leveraging AI to create smarter, faster, and more efficient customer service experiences. Indeed, we are really seeing that the Contact Center is built with AI at its core. Consequently, the updates are centered around advancing agent-assisted service, omnichannel capabilities, and self-service automation.

Let’s break down the key features across the main investment areas.

Copilot and AI Innovation

At the forefront of this release, Copilot in Dynamics 365 Contact Center uses generative AI capabilities to speed up the resolution of customer issues and boost customer satisfaction.

Automate Intent Promotion for Self-Service

First up, we have the ability to Automate Intent Promotion for Self-Service. This new feature streamlines the process of moving customer intents from agent-assisted service to self-service bots. Instead of a manual validation process, administrators can now enable semi- or fully autonomous promotion modes. This allows the system to automatically promote high-confidence, low-risk intents based on predefined rules, saving time and reducing operational overhead.

• Public preview: July 2025
• General availability: October 2025

Enhanced Real-Time Translation

Next, this wave delivers translations! This feature delivers a major upgrade to real-time translation by providing an out-of-the-box solution from Microsoft, removing the need for custom setup. Language settings can now be configured individually for each channel, offering greater flexibility. Most importantly, agents gain more control within conversations and can now turn translation on or off per conversation, manually change languages, and easily switch between viewing the original and translated text to ensure clarity.

• Public preview: October 2025
• General availability: October 2025

Optimize Customer Service with Intent-Based Routing

This feature introduces a more intelligent way to route customer inquiries. Using generative AI, the system analyzes a customer’s message to understand their true intent. It then matches this intent to pre-configured groups of agents who have the specific skills and expertise to solve that problem, leading to faster resolutions and higher customer satisfaction.

• Public preview: May 15, 2025
• General availability: October 2025

Resolve Complex Issues with the Autonomous Customer Intent Agent

This new autonomous agent is designed to handle and resolve complex customer issues from start to finish without human intervention. After automatically discovering customer intents from your historical data, you can build no-code «playbooks» in Copilot Studio to define the agent’s behavior. This allows it to ask follow-up questions, provide knowledge, and even take actions like processing a refund or checking an order status via custom connectors. And as MCP Servers also is on the rise, these coupled together will provide some serious automations!

• Public preview: July 2025
• General availability: October 2025

Deploy an AI-Powered Feedback Agent

This feature reimagines customer feedback by deploying an AI-powered survey agent built with Copilot Studio. Instead of sending surveys later, this agent automatically triggers a contextual survey at the end of a conversation, directly within the same chat window. This seamless process boosts survey completion rates and allows for real-time service improvements.

• Public preview: February 21, 2025
• General availability: October 2025

Omnichannel Customer Experiences

Omnichannel engagement gives service representatives and customers instant connectivity. It gives supervisors real-time visibility into operational efficiency.

Automate Actions Based on Proactive Engagement Outcomes

This feature enhances proactive outreach campaigns by automatically classifying the outcome of every outbound call (e.g., Busy, Answering machine reached, No Answer). Journey authors can now create rules based on these outcomes, such as automatically scheduling a retry in two hours if an answering machine is reached, ensuring more effective campaigns.

• General availability: October 2025

Advanced Configuration for Proactive Engagement

This set of features adds a new level of intelligence to proactive outreach. You can now use your existing Microsoft Teams phone numbers for outreach and create rules to dynamically change the caller ID based on customer attributes. Key enhancements include a new predictive dialer for scaled-up campaigns and a «preview timer» that gives agents a moment to review customer history before a call connects.

• General availability: October 2025

Compliant Commercial Proactive Engagement

This feature provides the tools to run commercial outreach campaigns (like cross-selling or upselling) while adhering to strict regulations like the Telephone Consumer Protection Act (TCPA). Journey authors can now designate a proactive engagement as «commercial,» which ensures the system connects the customer to a live agent within two seconds of them answering the call. This is a feature i’m really looking forward to test as it can be used in many different cases.

• General availability: October 2025

Leverage Rich Media Messaging Across Channels

Go beyond plain text with interactive messages for Live Chat and WhatsApp. Admins can create templates for rich content like in-chat forms, suggested reply buttons, and custom adaptive cards. These templates appear automatically for agents, allowing them to gather structured information from customers quickly and efficiently. RCS is a up and coming technology and its fantastic that Microsoft now will have support for this out of the box!

• Public preview: October 2025

Secure Consult and Transfer to External Systems

This feature enhances security and compliance. When an agent initiates a consult or transfer to an external phone number (like a payment processor), the system now automatically pauses call recording and transcription to protect sensitive data like credit card details.

• General availability: October 2025

End-to-End Conversation Diagnostics with Application Insights

This feature provides deep, technical insights by sending diagnostic telemetry for the entire conversation lifecycle to your Application Insights instance. You can now trace a conversation from initialization to wrap-up, allowing you to quickly identify and troubleshoot runtime issues without needing to escalate to Microsoft Support.

• Public preview: February 10, 2025
• General availability: October 2025

View Previously Closed Persistent Conversations

Improve the customer experience by allowing users of persistent chat to view their history of previously closed conversations. Customers can now scroll back to review past interactions for context, similar to consumer messaging apps. Administrators can enable this and configure how long conversation history is retained.

• General availability: October 2025

Protect Customer Data with Manual Data Masking

This feature provides an essential layer of security by allowing agents to manually mask sensitive data. Agents can now select individual messages where a customer may have inadvertently shared Personally Identifiable Information (PII) and redact them, preventing the data from being stored.

• General availability: October 2025

Service Representative Experiences

Enable service representatives to handle multiple interactions, switch between sessions without losing context, and use productivity tools to enhance workflows.

Enable Deep Noise Suppression for Clearer Calls

Improve audio quality on every call with AI-powered deep noise suppression. This feature automatically detects and filters out background noise from both the agent’s and the customer’s side, ensuring crystal-clear communication and reducing the need to repeat information.

• General availability: October 2025

AI-Powered Suggestions for Conversation Transfers

This feature makes conversation transfers smarter. When an agent needs to transfer a customer, Copilot now analyzes the conversation’s intent and provides intelligent recommendations for the most appropriate queue or user group, reducing misrouted conversations.

• General availability: October 2025

Place a Consulting Agent on Hold During Calls

This feature improves three-way call handling. When an agent brings a consulting expert onto a call, they can now place the consulting agent on hold to speak privately with the customer, eliminating the need to end and restart consult sessions.

• General availability: October 2025

Use Pre-Connection Audio Checks for a Smoother Start

This feature eliminates awkward silences at the start of a call. An «audio device preheating» function gets the agent’s equipment ready before the call connects, ensuring they are ready to engage with the customer immediately.

• General availability: October 2025

Unified Routing

Intelligent work item classification and omnichannel routing capabilities give you the flexibility and automation of AI-enabled workflows.

Automatic Agent Selection for Queue Consultations

This feature saves agents time when they need to consult with an expert. Instead of simply transferring to a queue and waiting, the system now uses the conversation’s context to automatically identify and connect the agent to the best available subject matter expert within that queue.

• General availability: October 2025