List of Microsoft Dynamics 365 Contact Center Customers
Microsoft
One Microsoft Way,
Redmond, 98052-6399, WA,
United States
Redmond, 98052-6399, WA,
United States
1 425-882-8080
Professional Services
228000
$320.0B
Since 2010, our global team of researchers has been studying Microsoft Dynamics 365 Contact Center customers around the world, aggregating massive amounts of data points that form the basis of our forecast assumptions and perhaps the rise and fall of certain vendors and their products on a quarterly basis.
Each quarter our research team identifies companies that have purchased Microsoft Dynamics 365 Contact Center for Call Center from public (Press Releases, Customer References, Testimonials, Case Studies and Success Stories) and proprietary sources, including the customer size, industry, location, implementation status, partner involvement, LOB Key Stakeholders and related IT decision-makers contact details.
Companies using Microsoft Dynamics 365 Contact Center for Call Center include: MSC Mediterranean Shipping Company, a Switzerland based Transportation organisation with 200000 employees and revenues of $91.00 billion, Lenovo United States, a United States based Manufacturing organisation with 12000 employees and revenues of $18.00 billion, Trustmark, a United States based Insurance organisation with 6000 employees and revenues of $1.10 billion, Pko Leasing Poland, a Poland based Banking and Financial Services organisation with 2000 employees and revenues of $450.0 million, Regional Water Authority, a United States based Utilities organisation with 280 employees and revenues of $161.0 million and many others.
Contact us if you need a completed and verified list of companies using Microsoft Dynamics 365 Contact Center, including the breakdown by industry (21 Verticals), Geography (Region, Country, State, City), Company Size (Revenue, Employees, Asset) and related IT Decision Makers, Key Stakeholders, business and technology executives responsible for the software purchases.
The Microsoft Dynamics 365 Contact Center customer wins are being incorporated in our Enterprise Applications Buyer Insight and Technographics Customer Database which has over 100 data fields that detail company usage of software systems and their digital transformation initiatives. Apps Run The World wants to become your No. 1 technographic data source!
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| Logo | Customer | Industry | Empl. | Revenue | Country | Vendor | Application | Category | When | SI | Insight |
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Capricorn Co-operative | Automotive | 500 | $135M | Australia | Microsoft | Microsoft Dynamics 365 Contact Center | Call Center | 2025 | n/a |
In 2025 Capricorn Co-operative implemented Microsoft Dynamics 365 Contact Center as a cloud native Call Center solution to modernize member communications and phone-based operations. Capricorn Co-operative deployed Microsoft Dynamics 365 Contact Center as a standalone voice solution, becoming the first organization in Australia to adopt Dynamics Contact Center in this configuration after its Genesys system neared end of life, with operational coverage across Sydney and Perth centers and membership support for Australia and New Zealand.
The implementation emphasized core contact center capabilities, including an Interactive Voice Response bot framework for automated call handling, configurable call routing and queue management, editable call scripts and escalation paths, and text to speech voicemail driven by user editable content. Dynamics 365 Contact Center also supplied real time insights and supervisor analytics, and automated call summaries to reduce handling time.
Capricorn integrated the Microsoft Digital Contact Center Platform with its broader business applications to enable cloud based automation and seamless data flow between member systems and agent desktops, working closely with Microsoft FastTrack and Velrada on rollout and configuration. The cloud native architecture supported rapid scaling of voice channels and provided the foundation for future AI enhancements while maintaining centralized administration for IVR flows and routing policies.
Governance and process changes shifted operational ownership to IT administrators and business users, enabling self service management of queues, supervisor assignments, opening hours and state specific public holiday adjustments, and rapid activation of an emergency priority line for natural disasters. Outcomes reported by the organization included improved member service, increased agent efficiency, smoother operations during disruptions, and the ability to scale rapidly to meet demand, including a single day ticket sell out event and reduced call handling minutes through automated summaries.
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Lenovo United States | Manufacturing | 12000 | $18.0B | United States | Microsoft | Microsoft Dynamics 365 Contact Center | Call Center | 2024 | n/a |
In 2024, Lenovo United States implemented Microsoft Dynamics 365 Contact Center in the Call Center category for its Premier Support organization in the United States. The deployment was positioned to modernize customer engagement for Lenovo Premier Support, focusing on omnichannel intake and AI-assisted agent workflows.
The implementation paired Microsoft Dynamics 365 Contact Center with Dynamics 365 Customer Service and Copilot to deliver integrated AI-assisted chat, real time agent assistance, and Copilot-driven summaries and suggestions. Configuration work emphasized omnichannel routing rules, conversational chat flows, and agent assist capabilities that surface case context and knowledge content within the contact center user interface.
Integrations explicitly included Dynamics 365 Customer Service and Copilot to unify case records, chat transcripts, and AI-generated summaries into agent workflows, improving handoffs between chat and traditional service channels. Operational coverage was scoped to the Premier Support organization in the United States and impacted customer service agents, contact center operations, and support management functions.
Governance and process changes centered on embedding Copilot into agent scripting and escalation workflows, and updating routing policies to leverage omnichannel signals. Lenovo reported outcomes for the deployment including improved agent productivity of plus 15 percent, reduced handling time of approximately 20 percent, and increased customer satisfaction driven by faster resolution and AI-assisted agent responses.
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MSC Mediterranean Shipping Company | Transportation | 200000 | $91.0B | Switzerland | Microsoft | Microsoft Dynamics 365 Contact Center | Call Center | 2022 | n/a |
In 2022 Mediterranean Shipping Company implemented Microsoft Dynamics 365 Contact Center, with adoption of Dynamics 365 Customer Service beginning in January 2022 and initial location rollouts occurring in November 2022. Microsoft lists MSC as a Dynamics 365 Contact Center customer while the published case study describes Dynamics 365 Customer Service, and Contact Center usage is inferred from Microsoft product references and quotes about elevating MSC's contact-center capabilities.
The implementation emphasized Call Center functionality, deploying customer service modules aligned to case management, omnichannel engagement, and reporting and analytics. Configuration work focused on standardized case-handling workflows, regional service queues, and consolidated reporting templates to create consistent operational processes across customer care teams.
Public materials describe rollout of initial locations in November 2022 to standardize customer care across regions, and they do not enumerate named third-party system integrations in the case study. Operational coverage targeted customer-facing business functions, aligning contact center operations with enterprise customer service management practices.
Governance followed a phased rollout pattern beginning with pilot locations in November 2022 and applied standardized workflow and reporting governance to support cross-region consistency. Stated objectives in the published account were to standardize customer care across regions and to improve case handling and reporting.
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Pko Leasing Poland | Banking and Financial Services | 2000 | $450M | Poland | Microsoft | Microsoft Dynamics 365 Contact Center | Call Center | 2024 | Netwise |
In 2024, PKO Leasing Poland ran a proof of concept and fully implemented Microsoft Dynamics 365 Contact Center to consolidate omnichannel interactions and upgrade IVR and telephony integration across its contact center operations in Poland. The Microsoft Dynamics 365 Contact Center deployment was delivered with implementation partner Netwise and is classified under the Call Center application category, aligning vendor Microsoft capabilities with the customer service stack.
The implementation centralized voice and digital channels to provide a unified agent workspace, and included automated call recording and Copilot driven call summaries as core functional capabilities. Configuration work focused on telephony integration, IVR workflow modernization, call recording controls, and AI assisted summarization to streamline agent workflows and post call documentation.
Operational coverage targeted contact center operations and customer service teams within PKO Leasing Poland, with a rollout path that began with a PoC and progressed to full production deployment across the Polish contact center. Integrations emphasized telephony and IVR systems and omnichannel session routing to support seamless voice and digital customer interactions.
Governance followed a partner led implementation model with Netwise collaborating with internal contact center leadership on rollout sequencing and operational handoff. The deployment delivered measurable operational outcomes stated by the customer, including automated call recording and Copilot driven call summaries that saved about 550 hours per month and contributed to improvements in NPS and first call resolution.
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Regional Water Authority | Utilities | 280 | $161M | United States | Microsoft | Microsoft Dynamics 365 Contact Center | Call Center | 2025 | n/a |
In 2025 Regional Water Authority implemented Microsoft Dynamics 365 Contact Center as the centerpiece of a Call Center transformation across its customer engagement stack. The deployment consolidated customer interactions into a unified Microsoft Dynamics 365 environment that included UMAX built on Dynamics 365 Finance, and integrated contact center, billing, and analytics capabilities to modernize utility customer service.
The implementation delivered functional modules for customer service and voice and chat handling through Microsoft Dynamics 365 Contact Center and Dynamics 365 Customer Service, customer lifecycle and marketing orchestration via Dynamics 365 Customer Insights Journeys, conversational automation with Power Virtual Agents, and agent assistance and transcription through Microsoft Copilot Studio. UMAX provided utility specific meter to cash and billing orchestration while Power BI supplied consolidated operational and executive dashboards.
Architecturally the solution was provisioned as a single database, unified application layer with UMAX extending Dynamics 365 Finance, replacing the prior SAP based customer information footprint documented in the migration narrative. The rollout replaced IVR, billing infrastructure, self service portal, and customer service platform in a single go live, and integrated near real time meter reads into the contact handling flow so agents and field technicians access the same consumption data. Itineris served as the Microsoft partner implementing UMAX and utility configuration elements.
Operational scope covered customer service, billing and collections, field operations for meter reading and service orders, and sales and marketing for protection programs including PipeSafe and WellSafe. Governance emphasized low code and no code configurability to allow business users to adjust processes, unified agent dashboards to reduce system switching, and automation of service order and payment workflows to streamline operations.
Explicit outcomes reported include elimination of approximately 14,000 erroneous bills annually, saving an average of 10 hours per employee per week on manual tasks, reduction in time to identify accounts for disconnection from 30 hours per week to seven hours per week, growth in electronic billing from 40,204 to 51,209 customers, and 1,441 automated payment arrangements with 450 created via the customer portal and an overall autopay adoption increase to 21 percent.
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Insurance | 6000 | $1.1B | United States | Microsoft | Microsoft Dynamics 365 Contact Center | Call Center | 2022 | n/a |
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Buyer Intent: Companies Evaluating Microsoft Dynamics 365 Contact Center
ARTW Buyer Intent uncovers actionable customer signals, identifying software buyers actively evaluating Microsoft Dynamics 365 Contact Center. Gain ongoing access to real-time prospects and uncover hidden opportunities. Companies Actively Evaluating Microsoft Dynamics 365 Contact Center for Call Center include:
- Texas Tech University, a United States based Education organization with 2300 Employees
Discover Software Buyers actively Evaluating Enterprise Applications
| Logo | Company | Industry | Employees | Revenue | Country | Evaluated |
|---|---|---|---|---|---|---|
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Texas Tech University | Education | 2300 | $350M | United States | 2026-02-25 |
FAQ - APPS RUN THE WORLD Microsoft Dynamics 365 Contact Center Coverage
Microsoft Dynamics 365 Contact Center is a Call Center solution from Microsoft.
Companies worldwide use Microsoft Dynamics 365 Contact Center, from small firms to large enterprises across 21+ industries.
Organizations such as MSC Mediterranean Shipping Company, Lenovo United States, Trustmark, Pko Leasing Poland and Regional Water Authority are recorded users of
Microsoft Dynamics 365 Contact Center for Call Center.
Companies using Microsoft Dynamics 365 Contact Center are most concentrated in Transportation, Manufacturing and Insurance, with adoption spanning over 21 industries.
Companies using Microsoft Dynamics 365 Contact Center are most concentrated in Switzerland, United States and Poland, with adoption tracked across 195 countries worldwide. This global distribution highlights the popularity of Microsoft Dynamics 365 Contact Center across Americas, EMEA, and APAC.
Companies using Microsoft Dynamics 365 Contact Center range from small businesses with 0-100 employees - 0%, to mid-sized firms with 101-1,000 employees - 33.33%, large organizations with 1,001-10,000 employees - 33.33%, and global enterprises with 10,000+ employees - 33.33%.
Customers of Microsoft Dynamics 365 Contact Center include firms across all revenue levels — from $0-100M, to $101M-$1B, $1B-$10B, and $10B+ global corporations.
Contact APPS RUN THE WORLD to access the full verified Microsoft Dynamics 365 Contact Center customer database with detailed Firmographics such as industry, geography, revenue, and employee breakdowns as well as key decision makers in charge of Call Center.