Digital Contact Center Platform guidance
Find reference architectures and other guidance for Microsoft Digital Contact Center Platform. Note that Microsoft has announced Dynamics 365 Contact Center - a cloud contact center powered by Microsoft Copilot. New reference architectures and guidance for Dynamics 365 Contact Center are coming soon.
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Reference architectures
Architecture
- Omnichannel digital messaging, AI-powered chatbots, and voice with Dynamics 365 and Microsoft-supplied PSTN
- Omnichannel digital messaging with AI-powered chatbots and no support for voice
- Omnichannel digital messaging with Dynamics 365 Customer Service and third-party PSTN
- Omnichannel digital messaging with third-party voice service and Dynamics 365 Customer Service
- Nuance IVR and Gatekeeper plus Dynamics 365 digital messaging
- Nuance plus third-party CCaaS provider and Dynamics 365 Customer Service
- Dynamics 365 Customer Service plus third-party CCaaS provider
- Nuance plus third-party CCaaS provider
- Teams plus third-party CCaaS provider
- Service customers with Microsoft Teams only