Announcing Desktop Companion App (DCA) support for Dynamics 365 Contact Center Embedded in Third-Party CRMs  

The introduction of the Desktop Companion App (DCA) supports Dynamics 365 Contact Center in embedded mode, aiming to enhance communication for Customer Service Representatives (CSRs) working within third-party CRM environments. By leveraging DCA, contact centers can ensure uninterrupted active calls even when browser pages refresh or become unresponsive, thus allowing CSRs to maintain their workflow in their CRM workspace. This integration benefits organizations by providing a fast, consistent audio experience, reducing dropped calls, and facilitating seamless CSR workflows. The DCA works harmoniously with an embedded widget to provide a reliable voice path independent of the web browser, thus combatting issues associated with latency and audio consistency. Additionally, the DCA is designed to work across various CRM platforms, making it a versatile tool for improved operational performance within contact center environments.

Article 2w Microsoft Dynamics 365 Blog

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