What is coming in 2025 Wave 2: Dynamics 365 Contact Center

Microsoft has just released the 2025 Wave 2 notes for Dynamics 365 business applications and the Power Platform, and I couldn’t wait to dive in. Over the past few days, I’ve been going through the details to get a solid understanding of what’s coming as part of this wave. You’ll notice that a sizable chunk of these features have been announced previously but are just reaching GA and/or some of them are already in preview which means you can try them out today! Just like with every release wave, I am working on putting together a series of articles and videos to walk through the functionality. In my previous article I discussed everything that is coming in Dynamics 365 Customer Service, and in this article, I’ll discuss with what’s coming in Dynamics 365 Contact Center. Stay tuned as I break it all down and help you get ready for what’s coming next!

Use enhanced real-time translation

Today admins can enable real-time translations for conversations in Dynamics 365 Contact Center or Dynamics 365 Customer Service premium by adding a web resource and configuring language translation services. This functionality allows customer service reps to support customers in their preferred language. When translation is enabled , the customer can communicate with the CSR and these communications will automatically be translated to the default language set for D365 Contact Center. For example, if a customer initiates a conversation in Spanish, the message text appears to an English-speaking CSR in Spanish along with the translated English version. The CSR has the option to view and respond in the customer’s language or the CSR’s default language. All languages supported in D365 Contact Center are supported for translations. Learn more about the languages that are currently available here.

The new enhanced real-time translation feature brings an out of the box solution for translation services used in the application, which will make the setup a lot easier and faster. According to the release notes there will also be more configuration options;

• Experience profiles can be configured which allow for custom and default primary language settings
• Ability to configure languages on a channel level, so each channel can have different language settings
• Show or hide original and translated individual messages
• Manually changing the language for sending/receiving messages
• Ability to turn translations on/off for every conversation

Resolve complex issues autonomously with Customer Intent Agent

This feature taps into the same intent library used by the Customer Intent Agent in D365 Contact Center /Customer Service. The Customer Intent Agent is an autonomous agent that is created to figure out what customers are trying to achieve when they reach out for help. (If you want the full scoop on how the Intent Agent works, check out the two articles and videos I’ve already created previously.) It does this by maintaining an intent library within Dynamics 365. This is a collection of potential issues or needs customers might inquire about. These intent records can be grouped into intent groups, and each intent can include multiple attributes. The agent uses those attributes to automatically generate smart, guided questions that a customer service rep can ask to speed things along. The best part? The intent library is always learning and updating itself based on real cases and conversations.

Use intent to select representatives to transfer conversations

The Customer Intent Agent also has a routing feature, which allows the agent to automatically route conversations to the right person based on intent, no complex routing rules required. Admins can assign CSRs to user groups, after which the user groups can be mapped to an intent group. When a conversation comes into the Contact Center, the agent will first determine intent. It will then pick a CSR from the user group that is mapped to the intent group by looking at things like capacity, presence, and user group attributes. (I’ll be diving deeper into this functionality soon, so stay tuned!!)
On top of that, these intent-based routing capabilities can also be enabled for internal consulting sessions.

Use feedback agent in chat and digital channels

This feature was announced back in February of this year and is in preview for you to try out today. NOTE: The survey agent is GA for the voice channel and in preview for all other channels. Previously we were able to create surveys and a link to the survey was sent to the customer, this feature allows admins to create a customer feedback agent that can collect customer feedback and/or perform actions after a conversations ends or a case is resolved. Admins can create surveys in the Copilot Service Admin Center, after which a survey agent is automatically provisioned. Admins can configure the survey agent in Copilot Studio. This is another feature that I will be diving into deeper in the future. For more information click here.

AI Optimization Hub

The AI Optimization hub is a new area for supervisors where they can view several insights related to conversations, cases and autonomous agent performance. This dashboard like page shows details on how the Customer Intent Agent, Case management agent and Knowledge Management Agent are performing with specific KPI’s for each agent. It also shows line of business data and intent groups, with details on case volumes per intent group showing active, resolved and unassigned cases associated to each intent group. On the left side of the screen, it shows an activity action feed allowing supervisors to stay informed in the AI Agent activity. I think this will be a great addition to the Contact Center as it will allow supervisors to understand performance of the autonomous agents and keep track of actions that might need human intervention.

Tailor proactive engagements with configuration options

This feature was announced on June 10th of this year and is currently in preview. Proactive engagement in Dynamics 365 Contact Center is all about reaching out to customers before they even think to contact you. Instead of waiting for issues to turn into support tickets, businesses can use proactive engagements to initiate timely, relevant conversations like sending payment reminders, service notifications, or follow-ups through the voice channel. This feature uses Customer Insights – Journeys and Copilot Studio allowing admins to configure journeys to start these outreach efforts automatically. (Organizations already have campaign tools or CRMs in place and want to plug into the platform for things like scheduled callbacks can use the CCaaS API instead.) According to the announcement in June, there will be multiple dial modes available to handle different scenarios, like Copilot Dial: Copilot calls customers and handles the entire conversation (escalation to a live person is available) think about scenarios like payment reminders or service outages. Progressive Dial is where the system connects to Copilot and after Copilots finishes its tasks, it adds an available CSR to the call and Preview Dial, which gives a CSR all customer related information before a call is placed, including the reason for the call. I think this is a very promising feature, as we could also utilize this feature for sales teams for cross-sell or upsell scenarios. To learn more about this functionality click here.

Leverage rich media messaging across channels

I am not sure what this functionality exactly entails, but I will share my thoughts based on what is published in the release notes. Admins can create rich media templates for WhatsApp and live chat channels that can be used to get more information from customers quickly. Depending on the channel that is used there are different options available in the templates. For the live chat templates, it shows that forms can be used which are messages with a series of questions

Use data masking to protect customer data

According to the release notes, this is a brand new feature in Dynamics 365 Contact Center and CSRs can opt-in for this feature. This features allows CSRs to redact individual customer messages to prevent personally identifiable information to be stored in the database. This feature enhances the existing automatic data masking rules and which both automatic and manual masking options.

Customer Service Rep Experiences

Microsoft is making investments to enhance the CSR experience in this release. These improvements are designed to streamline daily workflows, reduce manual effort, and empower CSRs with better tools. The deep noise suppression feature makes it easier for CSRs to have clear conversations with customers as it automatically removes background noise and other audio interference, so both sides of the call sound clean and professional.
Another small but important feature is for a CSR to place a consulting rep on hold in a call. Previously, the only option available was to place the customer on hold while the CSR was consulting with another rep. Being able to put the consulting rep on hold allows CSRs to talk to the customer while the consultation is ongoing.
Speaking of consulting with another rep, an administrator can now enable blocking capacity when a CSRs is engaged in a consultation with another rep, just like how capacity can be blocked today when a CSR is chatting or on a call with a customer. The blocked capacity will be automatically released when the consultation ends. To see demonstrations of some of the new features I discussed in this article, check out the video below. I hope you enjoyed this article! Be sure to check in again next week or subscribe here to never miss another post!