The contact center is no longer just a support function, it’s the heartbeat of customer experience. Every interaction, voice or digital, is a chance to build loyalty and differentiate your brand. Yet many organizations remain constrained by siloed systems and disconnected workflows.
At Calabrio, we believe the future belongs to businesses that orchestrate customer engagement and workforce optimization seamlessly. That’s why we’re introducing a native integration with Microsoft Dynamics 365 Customer Service and Contact Center.
Microsoft is one of the world’s most trusted technology leaders, powering digital transformation at scale. [1] In 2025, more than 72,921 organizations worldwide were estimated to be using Microsoft Dynamics, making this integration a game-changer for contact centers everywhere.
With Dynamics’ global reach, Calabrio’s capabilities become part of the workflows businesses already rely on every day. And this isn’t just an integration—it’s about building connected ecosystems where customer journeys and employee experiences thrive together.
The Power of Connected Ecosystems
Digital transformation is no longer about tools; it’s about harmonizing platforms, enabling shared data, aligned workflows, and actionable intelligence across every channel.
By combining Microsoft Dynamics 365 Customer Service and Contact Center with Calabrio, organizations gain:
- Unified Voice and Digital Journeys
The integration ensures those journeys remain intact for more context and consistent experiences. - Intelligent User Synchronization
Synchronized user identities, roles, and permissions between Calabrio and Dynamics ensure cleaner data, smoother onboarding, and fewer barriers for both agents and admins. - A 360° View of Customers and Employees
Leaders gain visibility into not just customer interactions, but also operational performance, fueling smarter workforce planning, training, and engagement strategies.
The Market Is Ready for Integrated Platforms
This is more than a tactical enhancement; it’s a strategic alignment with broader CX industry shifts.
Forrester’s 2025 CX Predictions underscore the high stakes: while most brands face stagnating or declining experience scores, “success in 2025 will favor the bold CX leaders who strategically invest to achieve differentiation and drive growth.[2]”
Moreover, over a quarter of contact center outsourcing work is vulnerable to disruption as generative AI automates routine interactions; leading firms are expected to shift toward integrated enterprise suites, opting for functionality within platforms they already use instead of fragmented point solutions [3].
Gartner also signals that 2025 marks a pivotal moment for CRM and CX strategy[3]—organizations are reprioritizing expenditure toward foundational investments (like AI-ready infrastructure and data governance) that support scalable, integrated deployment of innovation.
Why Now Matters
Customer expectations are evolving at breakneck speed. Technologies like AI, automation, and analytics are redefining what “great service” looks like, but one constant prevails: human connection.
The contact centers that will lead aren’t just efficient, they’re empathetic, supported by technology that amplifies their ability to connect.
The Calabrio + Microsoft Dynamics 365 integration enables contact centers to:
- Deliver empathy at scale, with agents who always have the full picture.
- Aggressively adapt to demand, with smarter forecasts and agile scheduling.
- Lean into data, turning customer and workforce insights into continuous improvement.
Leading the Next Era of Customer Service
This integration isn’t about being first: it’s about being right. Calabrio’s approach delivers deeper value by combining workforce and conversation intelligence, employee experience, and customer insight in a way that fits seamlessly within the Microsoft ecosystem. For contact centers, that means a solution that isn’t just integrated, but purpose-built to help leaders manage complexity, empower agents, and meet rising customer expectations.
Partnering with Microsoft allows us to advance that vision. Because the future of customer service isn’t about more channels or bigger data feeds, it’s about deeper, more meaningful connections between customers, agents, and the businesses that serve them.
Ready to Learn More?
The future of customer service depends on connecting people, processes, and insights. That’s what Calabrio ONE + Microsoft delivers: a seamless ecosystem that empowers agents, equips leaders with intelligence, and creates better customer experiences.
Get in touch today to learn more! For Calabrio Workforce Management specifically, you can also explore our listing on the Microsoft Marketplace.
