List of Microsoft Dynamics 365 Contact Center Customers
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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: 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.
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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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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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Banking and Financial Services | 2000 | $450M | Poland | Microsoft | Microsoft Dynamics 365 Contact Center | Call Center | 2024 | Netwise |
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Utilities | 280 | $161M | United States | Microsoft | Microsoft Dynamics 365 Contact Center | Call Center | 2025 | n/a |
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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
- Texas Tech University, a United States based Education organization with 2300 Employees
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