Licensing the Digital Contact Center with an Existing Dynamics 365 Application or Third Party CRM

Microsoft is expanding its omnichannel capabilities to include not only Dynamics Customer Service but also other Dynamics and Power Platform applications. The Dynamics 365 Contact Center allows capabilities previously limited to Dynamics 365 Customer Service to be used in other applications. For customers with Dynamics Customer Service Enterprise, the capabilities remain largely unchanged. However, with new licensing options available, it is important to understand the considerations for utilizing the Dynamics 365 Contact Center with an existing Dynamics 365 Customer Service solution. Additionally, customers with other Dynamics applications, such as Sales or Field Service, can take advantage of the Dynamics 365 Contact Center. The article provides a scenario and calculations for determining the licensing requirements for a company's contact center needs.

Article 9m Tricia Sinclair

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