Dynamics 365 Contact Center

Forward Deployed Engineering Toolkit

Crafted with care for contact center excellence

AI-powered solutions for the next generation of customer service

Get Started · Tools · Agent Templates · Contributing

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Forward Deployed Engineering

Accelerating the future of AI-powered customer service at enterprise scale.

The Forward Deployed Engineering team partners directly with the world's largest organizations to reimagine contact center operations through the power of Dynamics 365 Contact Center and Microsoft AI. We don't just implement technology—we engineer transformational outcomes.

Our mission is to close the gap between cutting-edge AI capabilities and real-world customer service operations, delivering production-ready solutions that drive measurable business impact from day one.

Our Engineering Philosophy:

• Embedded with customers — We operate on-site alongside contact center teams, not from conference rooms
• Ship code, not slide decks — We measure success in deployed solutions, not consulting hours
• AI augments humans — We build tools that make agents superhuman, not replace them
• Production-ready from day one — Solutions are architected to scale with customer growth

Available Tools

	Dialer Helper Auto-fill country codes in the D365 Contact Center dialer Stop scrolling through 200+ countries for every external transfer. Set your preferred country once, and it's automatically selected every time. Features: Auto-fill · Shadow DOM support · ServiceNow embed support · Custom URL config · Debug mode Install Now →
	AI Disposition Codes AI-powered disposition code recommendations at conversation end Streamline wrap-up decisions. AI analyzes the Copilot conversation summary, surfaces the most relevant disposition codes with confidence scores, and agents confirm or adjust with one click. Features: AI recommendations · Confidence scoring · One-click confirm · 75-90% time reduction · Dataverse native Deploy Now →
	Agent Presence Control Real-time agent presence monitoring for contact center supervisors See all agents at a glance with Teams-style presence icons. Filter by queue, view presence history, and modify agent status—all from a single PCF control. Features: Real-time grid · Queue filtering · Presence history · Supervisor edit · Virtual scroll (30K+ agents) Deploy Now →
	Recording Search Search voice conversations and recordings in Customer Service Workspace Stop hunting through conversation lists. Search any voice interaction by agent, caller number, date range, contact, queue, and sentiment — with inline recording playback, without leaving CSW. Features: Multi-criteria search · Inline recording playback · Sortable results · Open in Dynamics · 10-min session cache Deploy Now →

Quick Start

Option 1: Install a Tool (Recommended)

Each tool has its own installation guide. Start with:

tools/
└── dialer-helper/        ← Start here
    └── README.md         ← Installation instructions

→ Install Dialer Helper

Option 2: Clone the Repository

# Clone the repo
git clone https://github.com/microsoft/d365cc-fde.git

# Navigate to a tool
cd d365cc-fde/tools/dialer-helper

# Follow the tool's README for installation

Contributing

We welcome contributions from the community! Whether you're fixing bugs, adding features, or improving documentation, your help makes these tools better for everyone.

Development Setup

# Fork and clone
git clone https://github.com/YOUR_USERNAME/d365cc-fde.git
cd d365cc-fde

# Create a branch
git checkout -b feature/my-awesome-feature

# Make changes, then submit a PR

See CONTRIBUTING.md for detailed guidelines.

What's Next

We don't publish a fixed roadmap. Instead, we build tools based on:

• Real problems we encounter working with enterprise customers
• Community requests from feature requests and discussions
• Opportunities to improve agent efficiency

Resources

About Us

This repository is maintained by the Dynamics 365 Contact Center Forward Deployment Engineering team at Microsoft. We work directly with enterprise customers to deliver successful contact center implementations.

The tools here are born from real-world challenges we've encountered and solved. We open-source them so everyone can benefit.

License

This project is licensed under the MIT License - use it, modify it, share it.

Trademarks

This project may contain trademarks or logos for projects, products, or services. Authorized use of Microsoft trademarks or logos is subject to and must follow Microsoft's Trademark & Brand Guidelines. Use of Microsoft trademarks or logos in modified versions of this project must not cause confusion or imply Microsoft sponsorship. Any use of third-party trademarks or logos are subject to those third-party's policies.

Crafted with care by the D365 Contact Center FDE Team

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