Dynamics 365 Contact Center Introduces Conversation Orchestration

Microsoft has introduced Conversation Orchestration in Dynamics 365 Contact Center, expanding contact center capabilities beyond traditional call routing. The new feature enables organisations to dynamically manage customer conversations in real time, helping adapt interactions as conditions and customer needs change throughout the service journey.

Here's what you need to know:

• What Is Conversation Orchestration?

  Conversation Orchestration extends traditional routing by enabling your contact center to respond dynamically as conversations evolve. Administrators can create business policies using natural language, allowing the system to react automatically to changing events, conditions, and customer needs.

• Policies Written in Natural Language

  Building intelligent contact center experiences no longer requires complex configuration. Simply describe the outcome you want in natural language, and Conversation Orchestration translates that intent into automated business policies that run at scale.

• Dynamic Prioritisation

  Customer priority shouldn't be decided only once when they enter a queue. With Dynamic Prioritisation, priority is continuously re-evaluated based on factors such as wait time, customer value, transfers, and CRM data. High-value customers and customers waiting the longest automatically move up the queue, helping deliver fairer and more responsive service without manual intervention.

• Overflow Based on Representative Availability

  When no suitable customer service representative is available, customers shouldn't be left waiting indefinitely. Conversation Orchestration can detect when a queue has no eligible representatives and immediately trigger the right response. Depending on the customer's context, the system can transfer them to another team, offer a callback, or provide a personalised message—ensuring every customer receives a timely response.

• Try It Today

  Conversation Orchestration is now available in public preview for voice and live chat in Dynamics 365 Contact Center. Start building playbooks that help your contact center adapt to every conversation—not just route it.

Reduce the workload on your customer service team while giving customers fast, accurate answers over the phone. Discover how Power Assist Voice can help and contact us today.