We are announcing the ability to design proactive customer engagement workflows in Dynamics 365 Contact Center. This feature will reach general availability on October 31, 2025.
How does this affect me?
This feature allows Journey authors to define dynamic caller ID rules based on customer attributes, allowing each call to present a trusted and contextually relevant identity. Additionally, journeys can optionally reserve customer service representatives before call initiation, ensuring they’re prepared and available, reducing wait times and increasing first-call resolution.
Enhancements to dial modes include a predictive dialer that automatically initiates calls based on agent availability and customer responsiveness. This dialer helps journey authors efficiently scale outreach across large customer segments. A preview timer gives service representatives a configurable window to review customer history before the call begins.
What action do I need to take?
This message is for awareness, and no action is required.
If you would like more information on this feature, please visit Tailor proactive engagements with configuration options.
Source: Microsoft
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