Multiple-provider support

Important

Some of the functionality described in this release plan has not been released. Delivery timelines may change and projected functionality may not be released (see Microsoft policy). Learn more: What's new and planned

Enabled for Public preview Early access General availability
Users by admins, makers, or analysts Oct 2019 - Jan 2020

Feature details

For a true omnichannel experience, agents should be able to work on different channels from different providers in a unified and consistent manner. This capability helps maximize the agent capacity use for contact centers and enables Dynamics 365 customers to reach their users in channels of their choice while the agent continues to have a consistent experience.

The multi-provider support enables user-interface level integration where agents get a unified agent experience, while third-party channels are routed by respective channel providers. This allows channel providers to bring their existing routing infrastructure to coexist with Chat for Dynamics 365 Customer Service at the agent experience level.