Dynamics 365 Contact Center – Contact customers proactively with personalized options

Originally posted by Microsoft Nov 25, 2025 Uncategorized 0 Comments

We are announcing the ability to contact customers proactively with personalized options in Dynamics 365 Contact Center. This feature reached general availability on November 15, 2025.

How does this affect me?

This feature enables you to proactively engage with your customers with automated, personalized voice conversations. You can create outbound workstreams and use configurations that help you define how you engage with customers. Key functionality of this feature includes:

  • Choose between three dial modes: copilot dialing, preview dialing, and progressive dialing.
  • Define throttling and pacing rules.
  • Identify which agent to use or define skills and queues to use when a customer service representative is required.

What action do I need to take?

This message is for awareness, and no action is required.

Message ID: MC1189618

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Joao Ferreira

I've been working with Microsoft Technologies over the last ten years, mainly focused on creating collaboration and productivity solutions that drive the adoption of Microsoft Modern Workplace.

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