The key features include:

• Integrated lead management: Create, manage, and qualify leads directly.
• Integrated opportunity management: Create and manage opportunities, including adding products and generating quotes.
• Quote and order management: Create and manage quotes, orders, and invoices.
• Omnichannel engagement: Interact with customers via voice, email, chat, and social media.
• Multisession capability: Engage with multiple customers simultaneously to handle high volumes efficiently.
• Copilot support: Sales representative workflows augmented by Copilot to ensure decision support for positioning and next best actions.
• Seamless CRM system integration: Automatically sync all activities and customer data with the underlying CRM system.
• Unified interface: Access all customer interactions and data from a single, intuitive workspace.

The Native SDKs are a native iOS and Android SDK that enable applications to start, manage, and retrieve customer communications for Dynamics 365 Contact Center. Both SDKs contain two main components:

• A ready-to-brand, fully featured, messaging user interface that developers can integrate into their existing application. The included interface is based on the live chat widget so brands can use the same features and customizations as their web program.
• An optional communication layer, containing all the messaging functions necessary to host a conversation that developers can use directly to support a new or existing fully custom messaging interface. Brands that opt to use the included interface don't need to interact with this layer.

The SDKs are distributed through public repositories similar to the existing Chat SDK for web. To enable communications through the mobile SDK, an admin creates a new chat workstream in the admin center and references the workstream's ID in the code for the mobile application. We recommend push notifications, for which the admin can also configure Google Firebase and Apple Push Notification accounts in the admin center.

The interoperation with selected biometric verification engines with the voice channel in Dynamics 365 Contact Center enables organizations to improve customer satisfaction and contact center efficiency through voice biometric authentication and intelligent fraud prevention.

The use cases are as follows:

• Voice authentication for customers from directly within the Dynamics 365 Contact Center workspace, enabling fast, secure, personalized service.
• Fraud prevention capabilities alert service reps about known fraudsters and spoofing attempts, and allow service reps to flag conversations for further investigation by a fraud analyst.
• Supervisors can monitor conversations flagged as suspicious or fraudulent.
• Integrated reporting for fraud analysis.

The benefits are as follows:

• Improve service rep productivity and reduce costs by minimizing the time spent on authentication during each call.
• Modernize the customer experience and improve CSAT by delivering fast, personalized service without interrogating customers.
• Reduce losses caused by fraud. Fraudsters have developed patterns to conceal their identity and socially engineer contact center agents toward completing transactions that are fraudulent.

Messaging platforms such as WhatsApp give businesses an opportunity to engage with customers in their own context to provide them with a seamless and personalized customer service experience. The following capabilities are available:

• Administrators can configure the WhatsApp channel powered by Azure Communication Services.
• Customers can reach out to the business through WhatsApp and seek support in an asynchronous manner.
• Agents can use one unified, contextual, and productive interface to engage with customers and resolve their issues.
• Supervisors and managers can access rich reports to run the support center efficiently and effectively.

With this feature, you can:

• Use Copilot Studio agents to gather customer feedback and configure contextual actions, depending on the feedback.
• Unify and centralize the process of configuring surveys across all channels—messaging, voice, and custom channels.
• Use predefined templates to create surveys.
• Allow supervisors to view and review feedback summarized into actionable insights.

The key capabilities of this feature are as follows:

• Administrators can enable the option to block capacity for messaging and voice channels in the work distribution settings of the corresponding workstreams.
• The presence of service representatives is automatically updated when they are engaged in consult conversations.
• The capacity is automatically released when the consult session ends or the representative leaves the consult conversation.

The key capabilities of direct transfer of conversations are as follows:

• Administrators can enable direct transfer of conversations.
• Service representatives can transfer conversations to other representatives within their queue or other queues without the need to consult first.

The key capabilities of automatic selection of a service representative for consult in a queue are as follows:

• Administrators can enable consult to queue for the messaging and voice channels.
• Service representatives can select a queue for consult when they are unsure of finding the appropriate representative to consult.
• The system automatically assigns a consult representative based on the conversation context.

The first in, first out prioritization for live channels is based on conversation start time. However, conversations that come from asynchronous messaging channels like persistent chat, Facebook, WhatsApp, and SMS can be paused or kept in a waiting state, allowing the customer to respond on their own schedule while preserving the conversation continuity.

Organizations want to ensure that customers get a quick response when they resume the conversation. Now conversations will be prioritized by the latest interaction time. This means, for new conversations, the start time is still considered the interaction time. With this enhancement, for conversations that are resumed from the waiting state, the resume time will be considered in the first in, first out order of the custom prioritization rule.