How to choose an implementation partner for Microsoft's Copilot-first contact center, and which firms fit which buyers.
Microsoft has spent two years turning Dynamics 365 Contact Center from a Customer Service add-on into a full contact center as a service (CCaaS) platform. It became generally available on July 1, 2024. In August 2026, Microsoft retired its twice-yearly release waves, so new capabilities now ship continuously.
For service leaders, that means the platform moves faster than most internal teams can track. The hard part is not buying the license. It is routing design, telephony, AI agent setup, and getting agents to trust a new workspace.
A quick disclosure: SingleStone publishes this guide, and we ranked ourselves first. We explain why below, and we say plainly where other firms are a better fit. Every claim about another firm comes from that firm's own published material.
How we evaluated these firms: six dimensions: Contact Center delivery proof, regulated-industry experience, CRM flexibility, data and integration depth, adoption and change management, and pricing transparency.
What Dynamics 365 Contact Center Is (and What It Costs)
Dynamics 365 Contact Center is Microsoft's cloud contact center for voice and digital channels. It handles routing, IVR, chat, SMS, and Copilot assistance for agents. It can run in front of Dynamics 365 Customer Service or another CRM, such as Salesforce or ServiceNow.
The simplest way to separate the two products: Customer Service manages the case; Contact Center manages the conversation. Many organizations run both.
Two costs catch buyers off guard. Voice runs on Azure Communication Services, which Microsoft bills separately. AI agents consume Copilot credits on top of the per-user license. A good partner models both before you sign.
Quick Comparison
1. SingleStone: Best Overall Dynamics 365 Contact Center Partner
Website: singlestoneconsulting.com
Headquarters: Richmond, Virginia
Experience: 28+ years, 2,000+ projects, 200+ enterprise clients
SingleStone is a technology consultancy that implements Microsoft Dynamics 365 alongside data, AI, and architecture modernization work. It concentrates on three industries where contact centers carry real regulatory weight: financial services, insurance, and state government.
Most contact center projects fail in the seams, not the software. The breaks happen between the CRM and the telephony, between the agent workspace and the policy system, and between AI suggestions and what compliance will approve. SingleStone's advantage is that those seams sit inside one firm.
It runs separate Dynamics 365 and Salesforce practices, plus a dedicated practice for connecting the two. That matters because Dynamics 365 Contact Center is built to sit in front of either CRM. A partner that only knows one side tends to push you toward rebuilding the other.
SingleStone also delivers Customer Communication Management work on OpenText Exstream: the letters, statements, and policy documents customers call about. In banking and insurance, agents explain those documents all day. Its data and AI practice handles what Copilot depends on most: clean customer data and a knowledge base worth trusting.
Its public sector work includes migrating the Virginia Department of Transportation's CRM to a cloud environment. On Dynamics 365, it upgraded Rush Enterprises' environment with complex dynamic entities and document generation. Projects follow a five-step method: Diagnostic, Analysis, Solution Modeling, Deployment, and Operation.
Services include:
- Contact center discovery and licensing path selection (standalone, Enterprise add-on, or Premium)
- Dynamics 365 Contact Center and Customer Service implementation
- Dynamics 365 Contact Center in front of Salesforce
- Unified routing, queue, and IVR design
- Copilot and AI agent readiness, including knowledge base cleanup
- Data migration from legacy CRM and contact center platforms
- Agent training, user acceptance testing, and adoption programs
- Post-go-live optimization and support
Pricing: Engagements are scoped after discovery. Organizations already on Dynamics 365 can start with a fixed-price Dynamics Value Discovery engagement.
Limitations: SingleStone is a mid-sized consultancy, not a global systems integrator or outsourcer. If you want a partner to staff and run your contact center, TTEC Digital is a better fit.
Best for: Financial services, insurance, and public sector organizations that need Dynamics 365 Contact Center to work with their existing CRM, data, and compliance requirements, especially in mixed Dynamics and Salesforce environments.
2. TTEC Digital: Best for Enterprise CX With Managed Operations
Website: ttecdigital.com
TTEC Digital is the technology arm of TTEC Holdings, and it won the 2025 Microsoft Dynamics 365 Service Partner of the Year award. It was a launch partner for Microsoft's Digital Contact Center Platform in 2022 and for Dynamics 365 Contact Center in 2024.
Its edge is scale and operations. It designs, builds, and runs contact center technology, and its parent company operates contact centers itself. It has built its own IP, including a workforce management adapter for Dynamics 365, and has been in Microsoft's Inner Circle for ten consecutive years.
Best for: Large enterprises that want one vendor for design, implementation, and ongoing managed operations.
Limitation: Enterprise scale usually brings enterprise pricing and process, which can feel heavy for smaller service teams.
3. Avanade: Best for Global Multi-Region Rollouts
Website: avanade.com
Avanade is the Microsoft and Accenture joint venture, and together with Accenture it describes itself as the world's largest Dynamics 365 partner. Its Contact Center client stories include 1-800-Flowers.com, an early adopter of the platform.
For mid-market buyers, Avanade lists a packaged offer on Microsoft's marketplace: Avanade Intelligent Contact Center. It promises a 10-week MVP covering voice, chat, and email, with skill-based routing and automatic case creation.
Best for: Global enterprises rolling out a contact center across regions and languages.
Limitation: Smaller programs can get less senior attention at a firm of this size.
4. Rand Group: Best for Fixed-Fee, Fast Deployments
Website: randgroup.com
Rand Group publishes something most partners won't: its price. Its Rapid Activation package takes Dynamics 365 Contact Center live in 4 to 8 weeks, on a fixed fee starting at $30,000. Hybrid and Digital Transformation options cover co-delivery and complex programs of 2 to 4 months.
The Houston firm was named the 2025 Microsoft Americas Channel Emerging Partner of the Year. It reports more than 3,000 engagements since 2003 and publishes some of the most thorough Contact Center licensing guides online.
Best for: Mid-sized service teams that want standard configuration, a known price, and a short timeline.
Limitation: Its industry focus leans toward manufacturing, distribution, and energy rather than regulated financial services.
5. Hitachi Solutions: Best for Prebuilt Contact Center Add-Ons
Website: hitachi-solutions.com
Hitachi Solutions brings its own contact center IP to Dynamics 365. Identity Verification speeds up caller authentication, Call Center Wrap-Up drafts AI-suggested post-call notes, and Alerts flags urgent compliance issues for agents.
Its published case study covers a century-old life insurance and fraternal benefits organization that modernized its contact center on Dynamics 365 using that IP. It also runs industry-specific Contact Center demonstrations.
Best for: Insurance and financial services teams that want proven add-ons for authentication and after-call work.
Limitation: That case study used Dynamics 365 case management rather than the standalone Contact Center product, so ask for Contact Center references.
6. JourneyTeam: Best for Teams Phone-First Organizations
Website: journeyteam.com
JourneyTeam builds its Contact Center practice around Microsoft Teams Phone. Calls run on Teams and are handled inside Dynamics 365 Contact Center, so agents never leave the Microsoft stack. Engagements typically start with an AI-Driven Contact Center Optimization Workshop.
Its published go-live story is LATICRETE, a global construction products manufacturer. JourneyTeam stresses validating telephony and routing under real conditions before launch rather than configuring everything at once.
Best for: Organizations standardized on Microsoft 365 and Teams that want telephony and service on one stack.
Limitation: Its public Contact Center references are still thin compared with larger firms.
7. Endeavor4 CRM: Best for Municipal and 311 Programs
Website: endeavor4crm.com
Endeavor4 CRM, formerly Purely CRM, runs an Industry Accelerator Framework on Dynamics 365 and Power Platform. Its accelerators include a Municipal Contact Centre Accelerator, and CRM Software Blog's 2026 partner list cites its nonprofit and municipal contact center work.
The wider Endeavor4 group has about 170 consultants, headquartered in Toronto, with US offices in Boston, Chicago, and San Antonio.
Best for: Cities, counties, and nonprofits building 311-style resident contact centers.
Limitation: Its center of gravity is Canada, so US state agencies should confirm local delivery capacity.
8. Mercurius IT: Best for UK and EMEA Buyers
Website: mercuriusit.com
Mercurius IT is a UK Microsoft Solutions Partner offering an 8-week Dynamics 365 Contact Centre implementation. It deploys in front of Dynamics 365, Salesforce, or ServiceNow and includes a free contact centre assessment.
The firm reports more than 20 years in Dynamics and 500+ implementations, with offshore delivery from India.
Best for: UK and European organizations that want a short, defined implementation window.
Limitation: Most of its implementation history is in Business Central ERP rather than contact center.
How to Choose the Right Dynamics 365 Contact Center Partner
Ask every firm these five questions before you sign.
1. "Which licensing path would you put us on, and why?"
There are three: standalone Contact Center, Customer Service Enterprise plus the Contact Center add-on, or Customer Service Premium. A strong answer models total cost, including Azure Communication Services voice usage and Copilot credits, not just per-user licenses.
2. "How will this work with the CRM we already have?"
Contact Center can sit in front of Dynamics 365, Salesforce, or ServiceNow. If you run more than one CRM, ask whether the partner has delivered on both sides, not just the Microsoft one.
3. "What will compliance need to sign off on?"
Call recording retention, PCI scope for payments taken by phone, data residency, and accessibility for public sector services all shape the design. A partner with regulated-industry experience raises these before you do.
4. "What has to be true about our knowledge base before AI agents go live?"
Copilot drafts answers from your knowledge articles. Stale or conflicting articles produce confident wrong answers, so knowledge cleanup belongs in the project plan, not after launch.
5. "How will you prove routing works before cutover?"
Look for a pilot queue and testing at realistic volumes before every line moves over. Routing problems found after go-live become customer complaints.
Frequently Asked Questions
Q: What is Dynamics 365 Contact Center?
Dynamics 365 Contact Center is Microsoft's cloud contact center as a service (CCaaS) platform. It manages voice and digital conversations with unified routing, IVR, self-service, and Copilot assistance for agents. It became generally available on July 1, 2024.
Q: What is the difference between Dynamics 365 Contact Center and Dynamics 365 Customer Service?
Customer Service manages cases, knowledge, SLAs, and service workflows. Contact Center manages the conversations themselves: voice, chat, messaging, IVR, and routing. They work together, and Customer Service Premium bundles both.
Q: Does Dynamics 365 Contact Center require Dynamics 365 Customer Service?
No. Microsoft sells Contact Center as a standalone product that can run with another supported CRM. Customer Service Enterprise customers can add it at a discount, and Customer Service Premium includes it.
Q: How much does a Dynamics 365 Contact Center implementation cost?
Licenses run $95 to $110 per user per month, plus voice usage and Copilot credits. Implementation varies by scope: Rand Group publishes fixed-fee packages from $30,000, while multi-channel programs with deep integrations cost considerably more.
Q: Is Dynamics 365 Contact Center the same as Omnichannel for Customer Service?
It evolved from it. Microsoft took the voice and digital messaging capabilities that were add-ons to Customer Service, added Copilot and conversational IVR, and released them as a standalone product.
Conclusion
The right Dynamics 365 Contact Center partner depends less on the platform than on your environment: the CRM you already run, the regulations you answer to, and how much of the operation you want to keep in-house.
Global firms like TTEC Digital and Avanade suit enterprises that want scale and managed operations. Rand Group suits teams that want a fixed price and a fast start. For financial services, insurance, and public sector organizations running mixed CRM environments, SingleStone brings Dynamics, Salesforce, data, and customer communications under one roof.
Talk to SingleStone about your Dynamics 365 Contact Center plans.