Licensing the Dynamics 365 Contact Center : Part 1

Licensing the Dynamics 365 Contact Center can be complicated, but this article breaks down the licensing changes and provides scenarios to help understand the licenses needed. The article focuses on a scenario where a company has a European Contact Center with different personas and wants to utilize all native channels, including voice, chat, and email. The article discusses the licenses required for each persona and calculates the default allowances provided with the licenses. It also estimates the volume of calls and storage required for call recordings and transcripts. The article concludes by mentioning that part 2 will cover the Azure consumption costs that should be factored in.

Article 10m Tricia Sinclair

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