Contact Center in the flow
Assistants read and update customer records while the conversation runs — not afterwards, in an export.
Integrations
Dynamics 365 integration
Dynamics 365 Contact Center: assistants read and update customer records in the flow.
If you want to connect Dynamics 365 to AI, you do not want a second CRM. DataSpeak integrates with Dynamics 365 Contact Center: assistants read and update customer records while the conversation runs. Contact Center and the customer data that belongs there: that is the scope — not a claim about Dynamics Finance or the rest of the ERP suite.
You keep Dynamics as the system of record for those records. The AI layer talks to that data: first-line questions on chat, email, or phone with the same assistant, or agent assist for the team. Writes happen where you allow them. Data stays in the EU; we do not train models on your customer data.
What the integration does
Contact Center stays the source. Assistants work with the same customer records as your team.
Customer data, not the ERP suite
Status, history, and who the customer is come from Contact Center. Replies and actions go back there.
The same AI on your channels
Chat, email, and phone can share knowledge and handover; the Dynamics record stays complete.
01
Data integration in Contact Center, not a shadow CRM
A bot that does not know Dynamics invents answers or forwards everything. An integration that may only read still forces agents to copy-paste. DataSpeak is built to write in the flow where you allow it: update a record, log a note, set a next step. Permissions and objects stay yours in Dynamics. Scope is Contact Center and customer data — not the whole Microsoft stack.
02
Agent assist next to customer contact
Agents in Contact Center get AI help on the customer record: summary, suggested reply, next step from your knowledge. The same assistant can run the customer conversation on your channels and escalate only when your rules say so. Handover carries context. Repeat work drops without your team leaving Dynamics.
03
Start focused, grow with your processes
Start with a process whose customer data already lives in Contact Center — status questions, address changes, appointment booking. Measure quality, then wire extra fields or workflows when it pays off. Custom APIs stay available if the standard connector is not enough. Contact Center stays in charge; DataSpeak is the AI layer on top, with data in the EU.
Frequently asked questions about the Dynamics 365 integration
Click a Dynamics 365 Contact Center topic to start the conversation with Dana.
The integration
Contact Center
Go live
Connect Dynamics 365 Contact Center?
Book a conversation; we will map DataSpeak onto how your team uses customer records in Contact Center.