12 best contact center software integrated with Dynamics 365 in 2025

These are the best software for Dynamics 365 contact centers in 2025:

1. Harmonix AI
2. Microsoft Dynamics 365 Contact Center
3. snapADDY
4. Telax Hosted Call Center (Intermedia Contact Center)
5. Clarabridge (by Qualtrics)
6. Genesys Cloud CX
7. Five9
8. Aircall
9. Talkdesk CX Cloud
10. 8x8 Contact Center
11. RingCentral Contact Center
12. NICE CXone

With the growth of digital channels, Dynamics 365 has become a solid foundation to evolve into a smart contact center software.

However, many companies still manage their communication in a fragmented way, affecting operational efficiency and service quality.

In most cases, teams must switch between phone calls, emails, WhatsApp messages, or even LinkedIn, without a unified view of the customer.

This slows down processes and limits the ability to make decisions based on real data.

Omnichannel integration is key to overcoming these challenges. By bringing all interactions into one place, teams can respond faster, automate tasks, and access strategic information with no extra effort.

Also, improving user experience doesn't mean replacing existing systems. There are solutions today that install directly on your current CRM, without migrations or complex technical projects.

In this article, we’ll explore how to boost Dynamics 365 with AI and automation tools to offer faster, more effective, and centralized customer service.

These are the 12 best software for Contact Center Dynamics 365

1. Harmonix AI

Harmonix AI is not a CRM with artificial intelligence, it’s an intelligent layer that installs over any CRM, like Dynamics 365, without replacing it.

This architecture allows companies to digitize all communication channels (voice, email, WhatsApp, LinkedIn...) and turn them into sources of actionable intelligence.

Its impact is immediate: users can do more, in less time, without leaving their usual system.

It also automates routine tasks, records all interactions automatically, and suggests next steps through real-time conversation analysis.

Harmonix turns the CRM into a proactive and predictive platform, making strategic decisions easier and raising service quality.

5 Key advantages of Harmonix AI:

1. Installed over your current CRM, no migration or extra training needed.
   
   
2. Omnichannel integration: voice, email, WhatsApp, LinkedIn and more in one place.
   
   
3. Smart automation: from call logging to AI responses across multiple channels.
   
   
4. Measurable productivity boost: up to 40% more efficiency per user.
   
   
5. Content suggestions and next steps based on data and best practices.
   

In short, Harmonix doesn’t add complexity: it simplifies, enhances, and multiplies the value of your current CRM.

Discover how artificial intelligence Salesforce integration is redefining productivity in customer service.

2. Microsoft Dynamics 365 Contact Center

Microsoft’s Dynamics 365 Contact Center offers a native omnichannel solution that includes voice, chat, email, and social media.

Its integration with Copilot enables agents to work with generative AI assistance.

Highlight features:

• Smart routing based on skills and availability.
  
  
• Virtual agents for frequent inquiries.
  
  
• Real-time customer satisfaction analysis.
  
  
• Compatible with the Dynamics ecosystem and other business tools.
  
  

3. snapADDY

snapADDY automates contact management and data cleansing within CRMs like Dynamics 365. It is designed to streamline business processes by reducing errors and manual work.

Strengths:

• Data capture from emails, business cards, and websites.
  
  
• Automatic updating and enrichment of contact information.
  
  
• Duplicate removal and standardized data structure.
  
  

4. Telax Hosted Call Center (Intermedia Contact Center)

Intermedia Contact Center, formerly known as Telax, is a cloud-based platform offering complete functionalities for call management and multichannel service.

Key features:

• Customizable ACD and IVR.
  
  
• Digital channel management like web chat and social media.
  
  
• Direct integration with Dynamics 365 for a connected experience.
  
  

5. Clarabridge (by Qualtrics)

Clarabridge, now part of Qualtrics, is a solution specialized in voice and text analysis with AI. It helps improve customer experience by deeply understanding their emotions and opinions.

Key points:

• Real-time sentiment analysis.
  
  
• Voice processing to detect trends and issues.
  
  
• Integration with CRMs like Dynamics 365 to support decision-making.
  
  

6. Genesys Cloud CX

Genesys Cloud CX is one of the most comprehensive customer service platforms on the market. It combines automation, AI, and omnichannel capabilities with a refined user experience.

Highlights:

• Seamless communication via voice, email, chat, social media, and bots.
  
  
• AI-powered automation for repetitive tasks.
  
  
• Customizable dashboards and detailed performance analytics.
  
  
• Integration with enterprise CRMs like Dynamics 365.
  
  

7. Five9

Five9 is a robust cloud contact center solution, heavily focused on high-volume sales and customer service.

Most valued features:

• Predictive dialer and ACD to maximize contacts.
  
  
• IVR module for efficient self-service.
  
  
• Call quality analytics with AI tools.
  
  
• Compatibility with Dynamics 365 to manage leads and customers smoothly.

8. Aircall

Aircall is a cloud-based phone system designed for modern sales and support teams, offering native integration with Dynamics 365.

• Quick, code-free setup with minimal technical requirements.
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• Omnichannel capabilities including voice, SMS, and CRM synchronization.
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• Real-time call monitoring and analytics for managers.
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• API access for advanced workflows and automation.

9. Talkdesk CX Cloud

Talkdesk CX Cloud is a robust contact center platform that combines AI, automation, and customer experience tools in one environment.

• Native integrations with Microsoft Dynamics 365 for seamless data flow.
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• AI-powered routing and virtual agents to handle routine inquiries.
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• Customizable dashboards and performance tracking.
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• Cloud-based architecture for flexibility and global scalability.

10. 8x8 Contact Center

8x8 Contact Center offers a complete UCaaS and CCaaS solution, ideal for organizations seeking unified communications alongside their contact center.

• Built-in voice, chat, SMS, and video integrated with Dynamics 365.
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• Advanced IVR, call recording, and speech analytics.
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• Workforce management tools to optimize scheduling and performance.
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• Global coverage with reliable uptime and security compliance.

11. RingCentral Contact Center

RingCentral Contact Center delivers a scalable, omnichannel solution with strong integrations into the Microsoft ecosystem.

• Supports voice, email, chat, SMS, and social media from one interface.
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• AI-driven analytics and quality management features.
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• Customizable workflows to align with business processes.
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• Reliable global cloud infrastructure with strong uptime SLAs.

12. NICE CXone

NICE CXone is a leading AI-powered customer experience platform used by enterprises worldwide.

• Omnichannel routing that integrates with Dynamics 365.
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• AI-driven interaction analytics for actionable insights.
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• Workforce engagement management to boost agent performance.
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• Secure, compliant, and scalable for large or growing operations.

What is Contact Center Software for Dynamics 365?

A contact center software for Dynamics 365 is a solution that connects customer service channels directly with Microsoft’s CRM.

This integration allows communications like calls, emails, WhatsApp, or social media to be centralized and automatically linked to each customer or contact.

Instead of using separate tools and scattered records, teams access all information in one place, inside Dynamics 365.

This not only boosts efficiency, but also makes real-time tracking and decision-making easier.

Integrating a contact center with Dynamics 365 doesn’t mean adding complexity.
On the contrary, it simplifies processes, reduces errors, and provides a more agile experience for both the customer and the agent.

Why Modern Teams Choose This Integration

Companies that prioritize customer experience know that every second counts.

When agents have to jump between platforms to take a call, read an email, or check a WhatsApp conversation, they lose time and context.

An integrated contact center eliminates that problem: everything is connected to the CRM.

That way, each interaction is enriched with the customer’s full history, allowing for faster, more consistent, and personalized responses.

Moreover, having an omnichannel infrastructure makes it easier to automate repetitive tasks, improve team coordination, and raise service quality.

5 Key Advantages of a Contact Center Connected to Dynamics 365

1. Increased productivity: agents spend less time on admin tasks and more time helping customers.
   
   
2. Task automation: from call logging to follow-up creation, everything happens in the background.
   
   
3. 360° customer view: every conversation, whether voice, email, or WhatsApp, is linked to the CRM history.
   
   
4. Better decision-making: more data, better context, stronger ability to spot opportunities or solve problems.
   
   
5. Smooth, unified experience: customers receive consistent service, no matter how they make contact.
   
   

7 Concrete Benefits of Using Contact Center Software for Dynamics 365

1. All Communication in One Place

Companies using separate tools for each channel, email, calls, WhatsApp, LinkedIn, lose time and context.

Unifying all these channels within Dynamics 365 enables faster, more organized, and more efficient service.

With integrated contact center software, every conversation is recorded and instantly available.

The result is smoother, more coherent customer management.

2. Maximum Productivity with Built-in AI

When tasks like call logging, follow-up creation, or meeting transcription are automated, teams gain time for what really matters: the customer.

Harmonix AI, for example, helps users become faster, more effective, and autonomous.

It automates key processes, suggests next steps, and removes daily administrative burdens.

3. Real Omnichannel Support for Sales and Service

Replying to an email, continuing via WhatsApp, and closing the sale with a call, that’s real omnichannel.

With a system connected to Dynamics 365, all channels are integrated into a single environment.

This prevents switching between platforms and ensures every customer is served where they prefer, without losing conversation continuity.

4. Full History for Every Customer

With every interaction logged automatically, agents can instantly review everything that has happened with a customer.
From the first touchpoint to the latest call.

This 360° view enables more personalized responses, anticipation of needs, and higher conversion or retention chances.

5. Automated Dialer and Smart Call Routing

Modern contact center solutions include features like automatic dialers, IVR, and intelligent routing. These help reduce wait times and connect each call with the most suitable agent.

Implementing an automatic call dialer can significantly increase team efficiency and outreach speed.

Also, by working on top of Dynamics 365, these functions integrate with the CRM, boosting productivity without technical complications.

6. Data, Data, and More Data

Every conversation generates valuable information. By centralizing it in the CRM, you can extract strategic insights on preferences, common objections, market trends, or team performance.

With Harmonix, this capability is greatly enhanced. Thanks to AI, you can analyze the content of interactions and turn it into actionable recommendations, both for teams and management.

7. Full Accessibility from Anywhere

A modern contact center is not limited to an office. Agents can access all tools from mobile, browser, or even voice commands.

Harmonix installs on any CRM, making it easy to implement and use from any device, without additional training.

This way, customer service keeps running even with remote or distributed teams.

3 Common Challenges When Adopting This Type of Software (and How to Overcome Them)

1. Team Resistance to Change

One of the main challenges is that teams see these tools as an added burden.

Many are used to working with a single channel, like email or phone, and changing routines can trigger resistance.

The key is to implement intuitive solutions that integrate seamlessly into daily work.
When users see they save time and avoid repetitive tasks, adoption happens naturally.

2. Technical Integration with Existing Systems

Many companies fear that adopting contact center software means changing their CRM or facing long technical processes.

That’s why tools like Harmonix AI stand out, as they install over any CRM, including Dynamics 365, without replacing it.

It’s a practical solution, with no migrations or steep learning curves.

3. Data Protection and GDPR Compliance

Handling personal data on channels like WhatsApp or calls involves legal challenges. Any tool must guarantee security, traceability, and regulatory compliance.

The most advanced software offer automatic logging, access control, and options to audit conversations.

This protects information and respects regulations without sacrificing operational efficiency.

How to Measure and Optimize the Performance of Your Dynamics 365 Contact Center

Implementing a contact center solution integrated with Dynamics 365 is only the first step in transforming customer service.
To make the investment deliver sustainable results, it’s crucial to measure performance, identify improvement opportunities, and continuously refine processes.

Below is a practical framework to assess impact, optimize operations, and maximize the value of your system.

1. Define Clear KPIs From the Start

You can’t improve what you don’t measure. Even before activating the new software, identify and document the key performance indicators that will reflect project success. The most relevant for a Dynamics 365 contact center include:

• Average Speed of Answer (ASA) – how quickly agents handle incoming interactions.
• First Call Resolution (FCR) rate – how many cases are resolved without additional follow-ups.
• Abandonment rate – the percentage of customers who hang up before being served.
• Agent productivity – number of interactions handled vs. hours worked.
• Net Promoter Score (NPS) – likelihood customers will recommend your company.

Establishing baseline values before implementation makes it easier to make objective comparisons later.

2. Centralize and Analyze Data Across All Channels

One of the biggest benefits of integrating your contact center with Dynamics 365 is that every interaction, phone call, email, WhatsApp, or social message, is logged in the CRM.
This allows you to:

• Spot patterns in customer behavior.
• Analyze which channels convert best.
• Identify bottlenecks in service processes.

AI‑powered platforms like Harmonix enhance this analysis by applying natural language processing to extract sentiment, urgency, and key topics from every conversation.

3. Use AI to Prioritize and Personalize Service

Not every case has the same urgency or business potential.
With AI integrated into your contact center, you can:

• Automatically prioritize high‑value or urgent cases.
• Suggest responses and content tailored to the customer profile.
• Predict recurring issues and act proactively.

This personalization not only improves the customer experience, but also increases conversion and retention rates.

4. Optimize Workflows and Automations

Dynamics 365 allows you to configure flows that eliminate unnecessary manual steps.
Some key automations include:

• Automatically logging calls and emails in the customer record.
• Creating tasks and reminders after key interactions.
• Triggering satisfaction surveys after service delivery.

Harmonix takes this further with smart automations that learn from outcomes to self‑optimize over time.

5. Evaluate Real Usage by the Team

Technology alone won’t deliver results unless your agents are using it to its full potential.
To ensure adoption:

• Review which features are used most and least.
• Identify resistance to certain tools or channels.
• Deliver targeted training sessions to address gaps.

Usage tracking in Dynamics 365, combined with advanced analytics, helps maintain high adoption rates.

6. Compare Results Before and After Implementation

To justify the investment and secure stakeholder buy‑in, you need tangible results.
Comparing pre‑implementation metrics with post‑implementation performance lets you:

• Demonstrate improvements in efficiency and satisfaction.
• Quantify time and cost savings.
• Pinpoint areas that still require optimization.

A comparative dashboard in Dynamics 365 makes this process much easier.

7. Collect Ongoing Feedback From Customers and Agents

Numbers alone don’t tell the whole story.
Qualitative feedback provides insights you won’t find in KPIs:

• Customers can highlight friction points not captured in analytics.
• Agents can point out missing features or process inefficiencies.

Establish formal feedback channels and review them regularly for continuous improvement.

8. Add New Features Strategically

Contact center platforms evolve quickly, adding integrations, channels, and AI capabilities.
To stay competitive:

• Review your provider’s new features quarterly.
• Prioritize those aligned with your business goals.
• Roll out changes gradually to ensure adoption.

Avoid enabling features just for the sake of it — each change should serve a clear purpose.

9. Ensure Security and Compliance

Centralizing customer data in Dynamics 365 means handling sensitive information.
Make sure to:

• Configure role‑based access controls and permissions.
• Audit interactions and records periodically.
• Comply with regulations like GDPR, HIPAA, or other relevant laws.

A secure setup protects both your company and your customers, strengthening trust.

10. Establish a Continuous Improvement Cycle

Optimizing your contact center should be an ongoing process:

1. Measure performance regularly.
2. Analyze data and feedback to identify improvement areas.
3. Implement changes and new automations.
4. Review the results to validate impact.

This cycle ensures your contact center remains agile, cost‑effective, and customer‑focused over time.

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Why Harmonix AI Stands Out in Your Contact Center

Harmonix AI not only connects all channels, calls, WhatsApp, email, LinkedIn, and more, in one interface.

It also transforms that information into concrete actions thanks to its AI engine.

The platform adapts to your Dynamics 365 and is implemented without friction, immediately improving how teams work and engage with customers.

The results speak for themselves: more meetings, higher conversion, and more productive teams.

All of this, without changing your CRM or dealing with technical headaches.

Frequently Asked Questions (FAQs)

How does Harmonix help with customer prospecting?

Harmonix AI automates key tasks during prospecting: from call logging to suggesting next steps or personalized content.

This allows teams to be faster, more productive, and more consistent in their commercial actions.

It also provides smart summaries for each contact, helping better understand the context and prioritize high-potential opportunities.

You can also explore how to improve sales prospecting with proven AI-driven strategies.

What kind of sales analysis can be obtained?

With software connected to Dynamics 365, you can access metrics on agent performance, response times, most effective channels, and more.

When using Harmonix, this analysis goes further thanks to AI: it can identify market trends, evaluate the quality of sales conversations, and more accurately forecast deal closures.

What measures does Harmonix take to comply with GDPR?

Harmonix ensures compliance through automatic activity logging, full traceability, and access control.

Its framework is built to support data protection principles and aligns fully with GDPR regulations, securing all personal information processed within the CRM.

Can Harmonix be used from a mobile device or outside the office?

Yes. One of Harmonix’s major advantages is its multiplatform accessibility.
Users can work from their computer, tablet, or mobile, without losing functionality.

This ensures teams stay productive, even in hybrid or distributed work environments.

What advantages does it offer compared to a traditional contact center?

A traditional contact center often works with isolated systems and requires manual interaction logging.

This limits agility, analysis, and service quality.

With a modern system integrated into Dynamics 365, everything is automated,
connected, and accessible.
AI also enables real-time actions and anticipates customer needs.

Can I integrate calls along with channels like WhatsApp and email?

Absolutely. The most complete solutions, like Harmonix, allow you to manage all channels from one place.

Calls, WhatsApp, emails, LinkedIn, video calls... everything connected to the CRM.

This real omnichannelity not only improves customer experience, but also gives your company more data to make better decisions.