Digital Contact Center Platform guidance
Find reference architectures and other guidance for Microsoft Digital Contact Center Platform, and how to deploy and configure Nuance, Microsoft Dynamics 365, Microsoft Copilot Studio, Azure Communication Services, and Teams to enhance and support your digital contact center. Note that Microsoft has announced Dynamics 365 Contact Center—a cloud contact center powered by Microsoft Copilot. New reference architectures and guidance for Dynamics 365 Contact Center are coming soon.
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Reference architectures
Architecture
- Omnichannel digital messaging, AI-powered chatbots, and voice with Dynamics 365 and Microsoft-supplied PSTN
- Omnichannel digital messaging with AI-powered chatbots and no support for voice
- Omnichannel digital messaging with Dynamics 365 Customer Service and third-party PSTN
- Omnichannel digital messaging with third-party voice service and Dynamics 365 Customer Service
- Nuance IVR and Gatekeeper plus Dynamics 365 digital messaging
- Nuance plus third-party CCaaS provider and Dynamics 365 Customer Service
- Dynamics 365 Customer Service plus third-party CCaaS provider
- Nuance plus third-party CCaaS provider
- Teams plus third-party CCaaS provider
- Service customers with Microsoft Teams only