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What is Digital Contact Center Platform guidance?

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Important

Announcing Dynamics 365 Contact Center—a cloud contact center powered by Microsoft Copilot. Learn more

Here's an introduction to the various types of guidance that Microsoft provides for the Digital Contact Center Platform.

What is guidance?

Microsoft uses the term guidance for reference architectures, deployment diagrams, and other recommended approaches to implement Microsoft services in an organization. Solution architects, administrators, functional consultants, and other people use the content to start conversations or implementations.

Important

In all Digital Contact Center Platform architectures, wherever possible, we assume that all or most solution components use the core capabilities of Microsoft Azure, including, but not limited to, compute, storage, identity, security, management, and compliance.

Find more guidance in the Azure Architecture Center. Also, the Microsoft Cloud Adoption Framework for Azure contains proven guidance and best practices that help you confidently adopt the cloud and achieve business outcomes.

Tools and samples

Microsoft publishes sample solutions, scripts, and tools at a public GitHub repo. Learn more at Sample library for Digital Contact Center Platform.

Reference architectures

For the Digital Contact Center Platform, we provide reference architectures to help organizations get started with a contact center with Microsoft services.

Each reference architecture includes a diagram to illustrate the different components, and each main component is then explained in the subsequent Dataflow section. Choose the magnifier icon for a more detailed view of each diagram.

In all Digital Contact Center Platform architectures, wherever possible, we assume that all or most solution components use the core capabilities of Microsoft Azure, including, but not limited to, compute, storage, identity, security, management, and compliance.

Browse the reference architectures

Microsoft has identified 10 different deployment best practices for how to set up a digital contact center with the Digital Contact Center Platform. Browse our recommendations, review your requirements and preferences, and make the right choice for your organization.

For example, if you want omnichannel digital messaging, including AI bots for self-help, and you prefer to use Microsoft services, the following reference architectures might be relevant for you:

If you want to combine a third-party contact center with Microsoft services, the following reference architectures might be relevant for you:

But those aren't the only options. View all reference architectures in the navigation panel on the left side.

Abbreviations

If you're not familiar with the world of contact centers, then this table might be useful when you browse the reference architectures.

Abbreviation Term
DCCP Digital Contact Center Platform
PSTN Public Switch Phone Network
IVR Interactive Voice Response
CCaaS Contact Center as a Service

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