Today we’re introducing real-time voice agents in Dynamics 365 Contact Center, powered by Copilot Studio, and additional pre-built agents in Dynamics 365 Contact Center, Sales, and Customer Insights. These specialized agents operate as a coordinated system across Service, Sales, and Marketing with shared context, continuous learning, and human-in-the-loop supervision across every stage.

New for the Agentic Contact Center

Dynamics 365 Contact Center is the first deployment surface for Copilot Studio real-time voice agents, providing the routing, supervision, analytics, and operational controls required for enterprise-scale voice service. Real-time voice agents are built and configured in Copilot Studio and deployed directly into Contact Center environments without re-authoring or stitching together separate voice stacks.

Customer Assist Agent with real time voice (GA) manages high volume requests across voice and digital channels, carrying context through to resolution, including support for the real time voice agents (built and configured in Copilot Studio) and proactive communication.
NOTE: Real time voice agents do not replace IVR. They expand the voice support spectrum from classic IVR to generative voice, supporting everything from deterministic workflows to more dynamic, real-time interactions.
Quality Assurance Agent (GA) provides continuous, real-time evaluation of AI and human interactions, tracking quality, sentiment, compliance, and resolution effectiveness so supervisors can intervene earlier and coach more precisely. (Renamed for GA - previously Quality Evaluation Agent in Preview)
Service Operations Agent (Public Preview in US only) enables admins to set up, configure, and optimize contact center operations through a guided, conversational experience, reducing operational overhead without requiring deep technical expertise.

New for Agentic Sales

New and recently released Dynamics 365 Sales agentic capabilities focus on seller productivity and CRM signal intelligence and are designed to help sellers capture insights, progress deals, and forecast with greater confidence.

Voice to CRM Notes for Outlook and M365 Mobile Apps (Public Preview) captures full deal context and enriches CRM records with natural speech while sellers are on the go.
Sales Opportunity Agent (GA) continuously synthesizes CRM and Microsoft 365 signals to surface risk, competitive dynamics, and actions sellers can take to progress the deal.
Data Enrichment (GA in Sales Premium only) autonomously and continuously keeps CRM data accurate and always up to date.
Recommended Actions (Public Preview in Sales Premium only) continuously identifies and surfaces key actions and insights within sellers' workflows.
Operations Research in Sales Research Agent (Operations Research: GA in Sales Premium only) brings together pipeline, operational, and financial signals, so leaders walk into forecast calls with clarity on revenue health, risk, and confidence.

New for Agentic Customer Insights

Customer Insights continues to expand agentic engagement through Conversational Journeys for SMS and voice. This joint capability with Contact Center allows customers to design proactive outreach, notifications, and service conversations that adapt in real time to drive downstream engagement and revenue.

Conversational Journeys for SMS (GA) is a joint feature in Dynamics 365 Customer Insights and Contact Center enables reps to build complex multi-channel Journeys that include AI-powered conversations via voice and SMS. Users can create an AI agent that understands intent, adapts as the conversation evolves, completes the task, and brings in a human only when judgment is needed.

Why this matters for partners

This announcement shows how agentic CX starts with voice and scales across Service, Sales, and Marketing, without stitching together disconnected tools.

Copilot Studio: Until now, Copilot Studio has been stronger in chat/digital—real-time voice brings it into the core of customer experience supporting live, speech-to-speech interactions where agents listen, reason, and act continuously. This moves Copilot Studio from turn-based conversations to true, real-time customer engagement.
Service & Contact Center as a Service (CCaaS): Partners can help customers automate more inbound and outbound interactions across digital and voice without sacrificing quality or control using the Customer Assist Agent. Real-time voice expands beyond IVR to enable more natural conversations, while still supporting both deterministic and generative approaches across self-service workflows. The Quality Assurance Agent catches issues as they happen, and the Service Operations Agent simplifies admin workflows, making them faster to configure and less dependent on deep technical skills.
Sales: Voice support in CRM has been cited as a blocker in partner opportunities, and you can now position Voice to CRM as a fast, conversational way to capture notes, actions, and deal context immediately after meetings, eliminating delayed admin work. This capability can be an entry point for expanding the conversation to Sales Premium.
Customer Insights: Continuous agent-led conversations (voice + SMS) enable customers to respond and act in the same thread—supporting proactive outreach, service notifications, and downstream revenue opportunities.

Call to Action

Lead with voice-first agentic CX in active CCaaS and Service opportunities, positioning real time voice agents as a premium expansion alongside IVR, not a replacement.

Use Classic IVR for deterministic workflows, Generative Voice for intent capture and guided task completion, and Real-Time Voice Agents when conversations require live reasoning and natural interruption.

Improve your Sales Premium pitch with these expanded agentic capabilities turning service and meeting signals into pipeline progression and forecast confidence.
Bring Customer Insights into scope where customers run high volume outreach, notifications, or reminders, positioning continuous, two-way conversations as the next step.
Anchor on “systems of action”: agents authored once in Copilot Studio that interpret intent and act across Service, Sales, and Insights.

Resources

MCS blog (Teams + CCaaS) on MCS channels
CX Beat blog (CCaaS, CI, Sales) on D365 BDM channels
Technical CCaaS blog
Updated Contact Center, Customer Insights, and Sales pitch decks on the Service Transformation with AI and Sales Transformation with AI GTM pages
Agentic Business Applications Partner FAQ
Updated Dynamics Agents Walking dec
Copilot Credit Estimator with new D365 1P Agent (GA) Usage Estimation guidance overtime

Extending Agentic Customer Experiences in Dynamics 365 Contact Center, Sales, and Customer Insights

AI Business Solutions Partner Marketing Team