Dynamics 365 Contact Centre – worth it or not?
The article discusses Microsoft's Dynamics 365 Contact Center offering and whether it is worth adopting. The author concludes that it is more of an outlier product and not something most organizations will look to adopt. The offering provides communication capabilities across multiple channels but lacks the underlying customer service functionality. It can integrate with third-party CRM systems like Salesforce, Zendesk, and ServiceNow using Power Automate. However, the author believes that going native with Dynamics 365 Customer Service is a better option, as it offers a complete end-to-end solution. The article also mentions licensing considerations and the need for a separate environment for deploying Contact Center. Overall, the author finds it to be an interesting product but not a compelling choice for most organizations.
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