D365 Embedded Dialer for Contact Centers

Key insights

• Embedded Dialer
  Built into Dynamics 365 Customer Service/Contact Center, it provides a softphone so agents can make and receive calls without leaving the workspace.
  It covers inbound and outbound calls and links calls to the agent workspace for faster handling.
• Sales Hub Dialer
  The Sales Hub Dialer is a separate embedded calling experience for sellers that includes CRM context and call notes inside Sales Hub.
  Microsoft offers a newer version built on Azure Communication Services for a modern calling stack.
• No app switching and CRM context
  Agents and sellers keep call details, records, and follow-ups within Dynamics 365, improving continuity and accuracy.
  This reduces errors and saves time by avoiding external phone systems.
• Outbound capacity profile, Outbound profile, and Voice queue
  Administrators must configure outbound calling, assign users to an outbound capacity profile and outbound profile, and attach a voice queue to users.
  Calls use configured phone numbers tied to the outbound profile and queue.
• Launch dialer
  Agents can start calls from the workspace menu, Contacts, or the Active Conversation page using the launch dialer control.
  They enter the country code and number, then select Call to start the session.
• Native voice experience and AI insights
  Microsoft is moving from simple click-to-call to a full native voice channel with AI features that enrich calls and help automate note capture.
  The goal is a unified, context-rich phone experience inside Dynamics 365.

Keywords

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