If you’ve been working with Microsoft’s contact centre technologies, you might have noticed something odd: DCCP (Digital Contact Centre Platform) seems to have quietly vanished from Microsoft’s vocabulary.
No formal announcement, no blog post waving goodbye—just a subtle shift. Ask Copilot about DCCP, and it’ll still tell you it’s a valid product. But follow any old Microsoft links, and you’ll end up reading about Microsoft Dynamics 365 Contact Centre instead.
So, what’s going on?
Dynamics 365 Contact Centre: The new arrival.
Although Microsoft hasn’t officially deprecated DCCP, they’ve stopped referencing it in new content. Internally, they’ve asked partners and customers to stop using the term in presentations or documentation.
Instead, the focus is now on Dynamics 365 Contact Centre, which essentially inherits the components and capabilities of DCCP, but with a new name and a more unified architecture.
In short: DCCP is out. Dynamics 365 Contact Centre is in.
How to align your strategy in the era of Microsoft Dynamics 365 Contact Centre.
If you’re planning your contact center strategy, especially across Modern Work and Business Applications, here are the Microsoft-backed options you should be considering:
If you’re coming from the Microsoft Teams Queue app…
Features:
- Basic call queuing and auto-attendants
- Simple reporting tools
Benefits:
- Seamless integration with Microsoft Teams
- Easy to set up and use
- Cost-effective (included in Teams licensing)
Best for: Small to medium-sized businesses needing straightforward call handling.
If you’re coming from ISV CCaaS Solutions (Microsoft Certified Contact Centres)…
Features:
- Advanced routing (e.g., skills-based)
- Omnichannel support (voice, email, chat, social)
- Deep analytics and workforce management
Benefits:
- Rich functionality for larger organisations
- Supported by Microsoft-certified partners
- Integrates with CRMs and other business apps
Best for: Enterprises needing robust, customizable contact centre capabilities.
If you’re coming from Microsoft Dynamics 365 Contact Centre…
Features:
- Unified platform combining Microsoft Dynamics 365, Teams, Power Platform, Azure, and Nuance AI
- AI-driven automation and virtual agents
- End-to-end customer journey management
- Scalable for high-volume interactions
Benefits:
- Holistic customer engagement
- Advanced insights and analytics
- Highly customisable and industry-flexible
Best for: Organisations looking for a comprehensive, AI-powered contact centre solution.
What about Omnichannel for Customer Service?
It’s still around and can be a viable option, but its capabilities are more limited compared to Microsoft Dynamics Contact Centre. Think of it as a lighter version, good for certain use cases, but not the full package.
Omnichannel for Dynamics Customer Service offers solid multichannel capabilities like voice, chat, email, and social media. However, Dynamics 365 Contact Centre. is a next-generation, enterprise-grade solution that integrates deeply with Microsoft Teams, Azure Communication Services, and Nuance AI offering advanced AI features, real-time analytics, and greater scalability.
The new integration model: Unify
Microsoft recently announced a new Teams Contact Centre integration model called Unify, replacing what was previously known as “Power.” This model uses Teams Phone Extensibility and Azure Communication Services (ACS) to allow solution providers to build native Teams experiences into their CCaaS apps.
Unify Highlights:
- Native ACS-based CCaaS apps using Teams infrastructure
- Intelligent routing and AI-enhanced interactions
- Dual persona support for custom CCaaS clients
- Certification now open, with general availability expected mid 2025
Integration Models Recap:
- Unify – SDK-based, native Teams experiences
- Extend – Azure bots + Graph APIs
- Connect – Direct Routing via certified SBCs (Session Border Controllers)
Final Thoughts
So, the era of Microsoft Dynamics Contact Centre (or Dynamics 365 Contact Centre) is upon us. What now?
The contact centre space in Microsoft’s ecosystem is changing almost on a daily basis. DCCP (Digital Contact Centre Platform) may not be officially gone, but it’s no longer the future.
If you want to stay aligned with Microsoft’s strategy, start talking about Dynamics 365 Contact Centre, Teams integrations, and certified ISV solutions.
And keep an eye on Unify, it’s shaping up to be a game-changer.
Read more about our Dynamics 365 migration services.