Microsoft has been named a Leader in the 2026 Gartner® Magic Quadrant™ for CRM Customer Engagement Center, marking a significant milestone in the company's customer service offerings. This recognition positions Microsoft as the only vendor included in both the 2026 Gartner® Magic Quadrant™ for CRM Customer Engagement Center and the 2026 Gartner® Magic Quadrant™ for Contact Center as a Service. The convergence of these two markets highlights Microsoft's ability to integrate contact center and broader customer service operations seamlessly.
The company attributes this achievement to the successes its customers are experiencing with Dynamics 365 Customer Service. This platform connects service experiences across Microsoft Copilot and Microsoft 365, powered by Work IQ, which combines business intelligence from Dynamics 365 and workplace intelligence from Microsoft 365. This integration helps customers turn agentic service into measurable outcomes.
Microsoft is also focusing on strengthening the core of customer service while continuing to innovate. Dynamics 365 Customer Service now includes workforce engagement management, which helps leaders plan for both people and AI agents, adapt to changing demand, and continuously improve service quality. The company has added pre-built CRM skills across Dynamics 365 Sales, Dynamics 365 Customer Service, and Dynamics 365 Customer Insights to Microsoft Copilot, enabling service representatives to review case history, research answers, and draft responses without leaving Copilot.
Looking ahead, Microsoft is committed to making agentic service outcomes easier to achieve for every organization. The company invites customers and partners to join them at Microsoft Ignite 2026, taking place from November 17-20 in San Francisco and online, to explore how agentic business applications are reshaping customer service.