Try the New Desktop Companion Application for Dynamics 365 Contact Center

As customer expectations for speed and reliability grow, Microsoft is introducing a new way to support agents and enhance service delivery: the Desktop Companion Application (DCA) for Dynamics 365 Contact Center.

 

Launched a year after Microsoft’s AI-powered Contact Center as a Service (CCaaS), the DCA helps service reps stay connected, even when web browsers slow down or stop responding.

 

Stay Connected with Fewer Interruptions

 

The DCA runs independently from the browser, so agents no longer need to worry about dropped calls due to page crashes or glitches. Even when the web app is unresponsive, DCA keeps the call going, ensuring continuity and stability throughout every interaction.

 

Key Features for Agents

 

Once installed by the organization’s admin, the Desktop Companion Application allows agents to:

 

  • See active and on-hold calls
  • Use mute and end-call controls
  • Monitor real-time connection status
  • Customize language and device settings in the Settings tab
  • Check for updates when needed

 

These features empower agents to work more confidently, even if the browser isn’t performing at its best.

 

How Agents Use the Application

 

At the start of their shift, agents launch the DCA, which runs quietly in the background while they manage calls. The interface provides full visibility into their call status — including mute, end, and hold options along with a clear connectivity indicator to monitor system performance.

 

 

If a browser issue arises, the DCA ensures the call continues without disruption. Agents can also personalize their settings and check for updates anytime via the Settings tab.


Real-World Impact: Improved Contact Center Performance

 

One early adopter of the DCA reported a dramatic improvement in contact center performance. Average speed to answer dropped from six minutes to under one minute, and issues with dropped calls and Bluetooth connectivity significantly decreased.

 

“Our calls are connecting quicker. It’s so speedy for agents to be able to answer the call and talk directly to them. The delay between accepting calls and being able to hear the customer has gone.”

 

These results highlight how the DCA not only streamlines agent workflows but also boosts overall customer satisfaction.

 

Easy to Deploy Across Teams

 

Rolling out DCA is simple. IT admins can install it across service representatives’ machines, giving teams immediate access to a more reliable desktop-based calling experience.

 

Equip Your Agents for Service Without Disruption

 

Ready to improve service delivery in your contact center?