Written by Donna Coxon, BizApps Practice Lead at ANS
Everybody’s talking about Contact Center!
I don’t know about you, but in addition to all the chat about AI, I’m also hearing everyone talk about Contact Center. Sometimes they talk about Digital Contact Centre, sometimes it’s Dynamics Contact Center and sometimes it’s Omnichannel Contact Center!
But are they all actually talking about the same thing? Has Microsoft just got out of sync with the rapidly changing product names?
No! There are actually three separate Microsoft customer engagement products:
- Omnichannel for Customer Service
- Dynamics Contact Center
- Digital Contact Center Platform
But how do you decide which tool is the best one for your organisation? Which tool will deliver the best customer experience for your clients? And what exactly are the differences?
Let’s take a deeper look at each tool to provide some insight and do a comparison to help you make the right choice.
1. Omnichannel for Customer Service
Omnichannel for Customer Service adds multichannel capability to an existing Dynamics 365 (D365) for Customer Service implementation.
Key Features:
- Manage interactions across live chat, voice, SMS, email and social media
- Unified interface for service representatives
- Intelligent routing for efficient query handling
Pros:
- Tailored for organisations who already use D365 for Customer Service Workspace
- More affordable pricing, starting at £38.40 per user per month (Professional) or £80.70 per user per month (Enterprise). See below for more on pricing
Cons:
- D365 for Customer Service licences are a pre-requisite
- It only works in D365 ecosystems, so you can’t use it with other CRM tools
Implementation Time:
- 2–4 months, as it’s designed to work seamlessly within Dynamics 365.
Pricing
- Dynamics 365 Customer Service Professional: £38.40/user/month (paid annually). This plan is ideal for streamlined case management and simpler scenarios.
- Dynamics 365 Customer Service Enterprise: £80.70/user/month (paid annually). This plan includes advanced AI-based customer service resources for complex scenarios.
- Dynamics 365 Customer Service Premium: £149.90/user/month (paid annually). This plan transforms customer engagement with integrated contact centre and CRM service solutions powered by generative AI.
Prices exclude VAT and are subject to regional variations. Additional licenses may be required for specific features, such as Power BI integration or advanced routing capabilities.
2. Dynamics Contact Center
Dynamics Contact Center is an AI-first, cloud-based solution designed to enhance customer interactions across multiple channels.
Key Features:
- Omnichannel communication (voice, SMS, web, mobile, email, social)
- AI-powered insights like sentiment analysis and suggested responses
- Seamless integration with various CRM systems, including Salesforce
- Collaboration tools like Microsoft Teams integration
Pros:
- Broad compatibility with multiple CRM systems
- Intuitive AI-powered tools for agents
Cons:
- May require additional customisation for complex workflows
- Pricing could be costly for smaller organisations
Implementation Time:
- 4–6 months, depending on the complexity of integration and customisation
Pricing:
- Base Plan: £84.60/user/month (paid annually). This includes omnichannel communication, AI-powered insights, and collaboration tools
- Digital Add-On: £73.00/user/month (paid annually). Adds digital messaging and chat channels to your customer engagement
- Voice Add-On: £73.00/user/month (paid annually). Includes native voice capabilities, such as inbound voice routing, voicemail, and transcription
Discounted pricing is available when purchased with Dynamics 365 Customer Service Enterprise licenses.
Voice capabilities are powered by Azure Communication Services and may require additional costs for calling plans or carrier integration.
Prices exclude VAT and may vary based on your region or licensing agreement.
3. Digital Contact Center Platform
The Digital Contact Center Platform combines the power of Dynamics 365, Teams, Power Platform, and Nuance AI to offer a comprehensive, flexible customer service solution.
Key Features:
- Support for voice, video, and digital engagement channels
- Advanced conversational AI and fraud prevention tools
- Fully integrated with Microsoft technologies like Dynamics 365 and Teams
Pros:
- Holistic solution that modernises customer service operations
- Advanced AI capabilities for personalised customer experiences
Cons:
- Pricing is variable and may require significant investment for extensive integrations
- Some businesses may find it overwhelming due to the comprehensive nature of the platform
Implementation Time:
- 6–12 months, as it requires integration across multiple systems and channels
Pricing:
Licensing and pricing depend on the specific components and integrations required for your specific business requirements. Microsoft does not provide a fixed pricing structure for this platform, as it is different for each organisation.
To get an accurate quote, you would need to speak with ANS or Microsoft who can review your requirements around the number of users, channels, and additional features like AI capabilities or fraud prevention tools.
Side by Side Comparison
Choosing the Right Tool
Ultimately, this depends upon your specific organisation’s needs and existing infrastructure.
Pick Omnichannel for Customer Service if you are already using D365 for Customer Service and want to add multi-channel capability at an affordable price.
If you need a standalone solution that integrates with various CRM solutions and offers AI-driven features, go with Dynamics Contact Center.
If you’re looking to modernise your customer service with a fully integrated, comprehensive platform, Digital Contact Center Platform is the solution for you.
Conclusion
No matter which tool you choose, investing in customer engagement solutions is a smart move for those organisations aiming to improve service quality and build brand loyalty.
Take the time to assess your goals, budget, and infrastructure to make an informed decision—and get ready to transform your customer experiences!
Feel free to reach out to us at ANS if you would like more information. We would be delighted to help you on your customer engagement transformation journey.
Resources:
Dynamics Customer Service Pricing: https://www.microsoft.com/en-us/dynamics-365/products/customer-service/pricing
Introduction to Omnichannel for Customer Service: https://learn.microsoft.com/en-us/dynamics365/customer-service/implement/introduction-omnichannel
Dynamics Contact Center Pricing: https://www.microsoft.com/en-us/dynamics-365/products/contact-center/pricing#Next-steps
Introducing the Microsoft Digital Contact Center Platform: https://www.microsoft.com/en-us/dynamics-365/blog/business-leader/2022/07/19/introducing-the-microsoft-digital-contact-center-platform-a-comprehensive-flexible-customer-care-solution/