Microsoft has been recognized as a Visionary in the 2026 Gartner® Magic Quadrant™ for Contact Center as a Service (CCaaS), marking a significant milestone just three years into its journey with Dynamics 365 Contact Center. This achievement reflects the company's progress in modernizing contact centers by integrating AI agents and human representatives to deliver faster, more personalized customer service.
The recognition is grounded in tangible results from customers using Dynamics 365 Contact Center. For instance, Kotsovolos reduced average handle time by 30% and raised customer satisfaction (CSAT) by 6 points. Engineers Australia cut average hold time by 18% and achieved 70% first-contact resolution, while UWV saw productivity gains of over 30% and reduced the number of systems its agents need by 50%. CZ Zorgverzekeringen unified voice and chat for 500 service reps, and VCAT resolved 70% of matters earlier through self-service portals.
Microsoft's approach focuses on agentic customer service, where AI and people collaborate across the entire customer journey. Dynamics 365 Contact Center leverages the Microsoft ecosystem, enabling organizations to build and govern agents with Microsoft Copilot Studio, connect voice through Microsoft Teams, and integrate customer data with Work IQ. This results in a more connected contact center where AI can handle more work, allowing human representatives to focus on critical interactions.
Looking ahead, Microsoft is excited about the opportunity to further transform customer service. The company invites customers and partners to explore the latest innovations at Microsoft Ignite 2026.