The 7 best call center software for Dynamics 365 in 2025

These are the 7 best call center software compatible with Dynamics 365 in 2025:

1. Harmonix AI
2. Dynamics 365 Contact Center
3. Aircall
4. Bright Pattern
5. Contivio
6. Five9
7. CallTrackingMetrics

Choosing a call center software that integrates with Dynamics 365 can make a huge difference in operational efficiency and customer service quality.

Now more than ever, companies are looking for tools that not only handle calls, but also connect different channels and improve the team experience.

In many cases, teams are still working with separate communication channels: email in one place, calls in another, and WhatsApp or LinkedIn in different tabs.

This fragmented approach scatters information, hinders collaboration, and limits access to strategic data that could streamline processes.

Also, when tools are not properly integrated into the CRM, users must spend time on repetitive or duplicated tasks.

This not only affects productivity, but also prevents business scalability in an organized way.

That’s why it’s essential to have a solution that enables true omnichannel management, with all customer service channels in one place, synchronized with Dynamics 365.

This way, teams can work faster, with less effort and more control over every interaction.

In this article, we’ll go over the best call center tools compatible with Dynamics 365, what each one offers, and why some fall short compared to more innovative options.

These are the 7 Best Call Center Software Compatible with Dynamics 365 in 2025

1. Harmonix AI

Harmonix AI is not a CRM or just another tool: it's a layer of artificial intelligence that installs on top of Dynamics 365 to enhance it without replacing it.

Its integration is instant, with no lengthy implementation projects or extra user training required.

Unlike other tools, Harmonix digitizes and centralizes all communication channels in a single place: calls, WhatsApp, email, LinkedIn, and more.

This allows users to work directly within their CRM with a unified customer view, without switching tools.

Thanks to its generative AI technology, Harmonix transforms how teams sell and support.

It automates tasks, suggests next steps, logs all interactions automatically, and generates insights that were previously invisible.

5 Key Advantages of Harmonix AI:

1. Productivity increased up to 60% thanks to full automation of logging, follow-ups, and tasks.
   
   
2. True omnichannel experience: calls, emails, WhatsApp, and LinkedIn managed directly within Dynamics 365.
   
   
3. Smarter decisions through predictive analysis and automatic summaries of interactions.
   
   
4. Installs on any CRM as an augmented reality layer, without replacing or complicating usage.
   
   
5. Intelligent agents perform tasks, track opportunities, and respond to inquiries via voice, email, or WhatsApp.
   

In short, Harmonix makes users more productive, faster, and more accurate, while the company gains full visibility and control over the sales process.

2. Dynamics 365 Contact Center

Dynamics 365 Contact Center is Microsoft's official customer service solution, natively integrated into its ecosystem.

Key benefits:

• AI-powered automation (Copilot) for assistance and analytics.
  
  
• Multichannel interface: voice, chat, email, and social media in one place.
  
  
• Real-time monitoring with customizable dashboards.
  
  

Ideal for companies already committed to the Microsoft ecosystem, looking for seamless integration without external tools.

3. Aircall

Aircall is a cloud-based telephony platform that offers direct integration with Dynamics 365, streamlining call management.

Strong points:

• Automatic data sync with the CRM.
  
  
• Call recording and smart queues.
  
  
• User-friendly interface, easy for teams to adopt.
  
  

An attractive option for businesses seeking simplicity and quick implementation.

4. Bright Pattern

Bright Pattern focuses on delivering a complete omnichannel experience, compatible with Dynamics 365.

Top benefits:

• Centralized management of voice, email, chat, and social media.
  
  
• AI-driven smart routing of interactions.
  
  
• Analytics tools to enhance customer experience.
  
  

A strong option for contact centers handling high volumes of multichannel interactions.

5. Contivio

Contivio offers a cloud-based phone system that syncs natively with Dynamics 365, ideal for teams seeking efficiency without complications.

Key features:

• Frictionless integration with the CRM.
  
  
• Unified multichannel interface.
  
  
• Process automation for sales and support.
  
  

A well-balanced solution between functionality and ease of use.

6. Five9

Five9 is a well-known platform for its powerful AI engine and focus on contact center automation.

Highlights:

• Advanced omnichannel capabilities: voice, chat, email, and more.
  
  
• AI-driven personalization of interactions.
  
  
• Deep performance analytics.
  
  

Recommended for companies with complex operations and high-volume service needs.

7. CallTrackingMetrics

CallTrackingMetrics combines call tracking with contact center features, integrating directly with Dynamics 365.

Main advantages:

• Campaign and call tracking for marketing analysis.
  
  
• CRM sync for a 360° customer view.
  
  
• Automated workflows tailored to your business.
  
  

Ideal for businesses aiming to connect marketing and customer service efficiently.

7 Benefits of Using Call Center Software with Dynamics 365

1. Smart Auto Dialer for Calls

The system allows you to make calls quickly and continuously, avoiding downtime between each one, and there are several automatic call dialer options that can support this feature in modern platforms.

It can also prioritize contacts based on their potential, improving the efficiency of sales or support teams.

When combined with AI, it can even suggest the best time to call, based on past behavior patterns.

2. Complete Interaction History Across All Channels

Seeing the entire customer journey, calls, emails, chats, or WhatsApp, in one place is essential for giving fast, accurate responses.

This omnichannel view prevents agents from repeating questions or missing key information.

Having this history accessible within the CRM ensures a smooth, consistent experience in every contact.

3. AI That Draws Conclusions and Suggests Follow-ups

This is where Harmonix truly shines: its AI analyzes every conversation, identifies needs, and suggests automatic next steps.

This helps teams act faster and more personally, without depending on the agent's memory or instincts.

The platform even suggests follow-up emails or tasks based on team best practices.

4. Real-Time Team Performance Reports and Analytics

Having real-time metrics on call volumes, average duration, or response rates improves management and decision-making.

Managers can spot bottlenecks, adjust workflows, and motivate the team with timely and accurate data.

Performance transparency boosts a culture of continuous improvement within the team.

5. Automatic Call Recording and Transcription

All calls are recorded and transcribed automatically, allowing them to be reviewed anytime.

This is especially useful for training, quality control, and customer dispute resolution.

The transcripts also feed the AI, generating valuable insights to refine commercial strategy.

6. Full Integration with Dynamics 365 CRM

A good tool must integrate seamlessly with the CRM.

This means that all information flows smoothly: customer data, interactions, tasks, and follow-ups are unified in a single system.

In Harmonix’s case, integration is even easier: it installs on top of Dynamics 365, without replacing it, and is ready almost immediately.

7. Interface Accessible from Any Device

Mobility is key for sales and support teams. A good tool should provide access from PC, mobile, or tablet.

This allows faster responses, remote work, and avoids dependence on a specific office or device.

The interface should be simple, clear, and designed to support action, not complicate tasks.

4 Competitive Advantages Harmonix AI Offers Over Other Software

1. More Productivity with Fewer Manual Tasks

One of Harmonix’s main strengths is how it dramatically reduces repetitive work.

Everything that used to require manual entry, calls, emails, CRM updates, is now intelligently automated, a common advantage among advanced call center software platforms.

This allows teams to work more smoothly, saving time on admin tasks.

The result: greater focus on what truly matters and a significant boost in daily productivity.

2. All Channels, Not Just Calls: WhatsApp, Email, LinkedIn...

Many companies still manage each channel separately, leading to confusion and lost context. Harmonix solves this by integrating all channels into a single view.

From one interface, users can receive a call, reply to a WhatsApp, or send an email, without leaving the CRM.

This true omnichannel setup improves customer experience and speeds up each interaction.

3. AI That Tracks and Suggests Concrete Actions

It’s not enough to log what happened. What makes the difference is what comes next.

Harmonix analyzes every conversation, identifies follow-up opportunities, and suggests what to do: send an email, schedule a call, or create a task.

This intelligence applied to the sales flow helps teams act faster, more proactively, and more effectively.

4. All Information in One Place: Full Context in Every Interaction

With Harmonix, users get immediate access to the entire interaction history, without switching tabs or digging through systems.

This includes calls, emails, WhatsApp or LinkedIn messages, all summarized by AI.

Each agent or seller has the complete context before taking action, improving the quality and consistency of responses.

Also, since it installs on top of any CRM like Dynamics 365, Harmonix enhances what you already have, without replacing anything.

It’s easy to install, and even easier to adopt.

What 4 Problems Does Call Center Software for Dynamics 365 Solve?

1. Information Loss Between Channels

When each channel operates in isolation, data gets scattered and opportunities are missed.

A suitable software solution integrates all channels to offer a single customer view.

2. Slow Response Times

Without automation and centralization, responding to a customer can take longer than necessary.

The solution: streamline workflows and eliminate unnecessary steps.

3. Lack of Visibility into Team Activity

If you don’t know how many calls were made or which opportunities are active, you can’t make informed decisions.

A good software provides clear, real-time metrics.

4. Difficulty Following Up on Leads and Opportunities

Without alerts, reminders, or suggestions, it’s easy for a lead to go cold or get lost.

A system like Harmonix, with smart follow-up, ensures that nothing gets overlooked.

What Do Experts and Users Think About This Type of Software?

The digital transformation of call centers is a top priority for many companies, and tools that integrate artificial intelligence and omnichannel functionality are making a real difference.

According to industry data, 76% of sales teams say that having all channels integrated into the CRM improves conversion.

This results in more closed deals, fewer errors, and a smoother customer experience.

“With Harmonix, our team reduced average response time to leads by 40%, and now we manage all conversations from a single dashboard," says a sales director in the insurance sector.

Many users also highlight that they can work faster, without duplicating tasks or wasting time looking for information across different systems.

Full context, automation, and ease of adoption are some of the main reasons why tools like Harmonix are gaining ground over traditional solutions.

How to Choose the Best Software for Your Call Center Integrated with Dynamics 365

5 Key Criteria for Making a Good Decision

1. Ease of use: the software must be intuitive and not require extensive training to adopt.
   
   
2. Scalability: it should be able to grow with your team and adapt to future needs without losing performance.
   
   
3. High-quality technical support: having a team that responds quickly and assists with implementation is essential.
   
   
4. Customization: every company has different workflows and processes; the system must adapt to you, not the other way around.
   
   
5. True integration with Dynamics 365: it’s not just about connecting, but about data flowing automatically, without friction, this is one of the most critical aspects of what is CRM platforms.
   
   

Why Harmonix AI Is the Best Choice for Your Sales Team

Harmonix AI boosts productivity from day one by automating repetitive tasks and eliminating unnecessary manual work.

The tool unifies all communication channels within Dynamics 365, calls, WhatsApp, email, LinkedIn, and gives you more useful data in less time.

Its AI not only logs interactions, it interprets them. It suggests next steps, content, and actions, helping you close more sales with less effort, similar to how other platforms integrate artificial intelligence into Salesforce.

It also simplifies prospecting and improves performance analysis, offering complete visibility to management.

And best of all: Harmonix installs on your current CRM, without replacing it, making it incredibly practical and easy to launch.

Frequently Asked Questions (FAQs)

How does Harmonix AI improve sales analysis?

Harmonix automatically logs and analyzes all interactions with clients, from calls to emails or WhatsApp.

From there, its AI identifies patterns, evaluates real opportunities, and generates insights about what works and what doesn’t in your sales process.

This enables managers to make decisions based on real data, not just gut feelings.

Can I use Harmonix to prospect clients from calls and other channels?

Yes. Harmonix makes prospecting easy from any channel: calls, WhatsApp, LinkedIn, or email.

The system not only organizes information, it also suggests next steps, improves contact cadence, and centralizes all activity in one place.

This helps you maintain a more consistent, effective, and personalized prospecting process.

Does the software comply with GDPR and protect my clients’ data?

Yes. Harmonix is designed with a strong focus on security and regulatory compliance, including GDPR.

Data is managed securely, and companies can set privacy, access, and audit policies to ensure transparent and reliable data protection.

Can I access Harmonix from my phone or outside the office?

Absolutely. The platform is fully accessible from mobile devices, allowing you to work from anywhere.

This is especially useful for sales or support teams that need to respond quickly, without relying on a desk, while always maintaining full customer context.

How hard is the implementation if I already use Dynamics 365?

Harmonix implementation is fast and simple, as it doesn’t replace your current CRM, it installs on top of it.

It doesn’t require complex development or new work environments.

Users can start using it very quickly, with a minimal learning curve and without disrupting their usual processes.