Microsoft contact center with context-aware AI agents for call containment and Teams Phone telephony, priced at USD 110 per user per month, paid yearly.
Task classification by ETHORITY. Check the product’s documented scope against your task.
Limitations
Copilot output 'isn't intended to be used without human review'; knowledge-based answers non-factual without up-to-date knowledge articles; summary quality highest in English; voice channel not available in Germany and France regions (digital only); some languages digital only.
Regional voice limits from https://learn.microsoft.com/en-us/dynamics365/contact-center/implement/international-availability (the 'Europe' region supports voice).
Fit and decision conditions
Prerequisites
Licensing requirements apply; review system requirements; Dynamics 365 system administrator role in the root business unit; Microsoft 365 tenant must be colocated in a geography where Contact Center is available; Copilot quality depends on maintained knowledge articles.
Read Polish locale of the provisioning page. Tenant colocation from https://learn.microsoft.com/en-us/dynamics365/contact-center/implement/international-availability; knowledge dependency from the responsible-AI FAQ.
Data and controls
Certificates and audit reports
Dynamics 365 listed in Microsoft's ISO/IEC 27001 offering (audited annually by 'a third-party accredited certification body', not named); combined 'Azure + Dynamics 365 + Online Services - SOC 2 Type II + C5 + CSA Star Report' available on Service Trust Portal. Contact Center/Customer Service not named individually.
Confirm Dynamics coverage in the applicable combined report. C5 and SOC 2 are attestations.
Additional data conditions
Subprocessors and underlying models
Copilot uses Microsoft Azure OpenAI Service 'hosted in a Microsoft-managed environment' (not public OpenAI); conversational IVR from Nuance; voice via Azure Communication Services / Teams Phone; custom agents via Copilot Studio.
A written comparison of up to three AI offerings · €195 net
You get the facts that matter for your decision, each with its source, the questions to ask each vendor and a cost estimate based on your own numbers. First you agree your three most important criteria with Sten Franke.
We deliver your brief by email within a maximum of five working days after payment is confirmed and we have agreed the question and minimum information needed to begin. ETHORITY confirms the start date and delivery date and delivers earlier when the reviewed brief is ready. Missing optional information is recorded and assessed; it does not require you to research the solution yourself. Review before delivery and email support are included.
ETHORITY®