Dynamics 365 Contact Center now available in GCC-M

We are pleased to announce the availability of Dynamics 365 Contact Center in Government Community Cloud Moderate (GCC-M), signifying a significant advancement in the communications landscape for government organizations. This launch provides public sector entities with secure, compliant, and innovative contact center technology tailored to the unified voice and digital engagement needs of federal, state and local agencies. 

Recognizing the longstanding demand for robust, scalable, and efficient solutions, Contact Center in GCC-M has been specifically developed to meet these requirements. It unifies widely adopted Microsoft public sector technologies into an AI-driven contact center solution. The solution spans both self-service and representative-assisted capabilities, thereby enhancing resident engagement and increasing employee service efficiency. This milestone highlights Microsoft’s ongoing commitment to delivering AI-powered solutions for government agencies that emphasize security, scalability, and regulatory compliance.

Importantly, Contact Center holds FedRAMP High Certification, ensuring that government agencies benefit from the highest standards of security and compliance for cloud solutions. This achievement underscores our dedication to safeguarding sensitive data and supporting rigorous government requirements. 

Empowering government customers

Government customers can now use Contact Center to: 

• Enhance public engagement through omnichannel communication and a Copilot-first experience. This includes multi-language conversational IVR, chat and digital messaging, unified routing, advanced call handling, and AI-assisted service rep experiences. 

• Unify enterprise contact center operations with flexible deployment options to meet the different agency service needs. Options include:
  • Contact Center embedded into third-party case management solutions
  • Standalone contact center capabilities
  • Full Dynamics 365 Case Management and Contact Center as one unified offering

• Streamline service operations with a unified Dynamics 365 Case Management and voice and digital contact center solution on a single platform 

• Enable a unified AI-first unified cloud voice strategy for all users with Dynamics 365 Contact Center 

This offering presents new opportunities for government organizations to advance their contact center capabilities, strengthening their reach and service effectiveness within a secure regulatory framework. The release of Contact Center in GCC-M demonstrates our continued dedication to supporting public sector innovation, particularly around privacy, security, and compliance. 

Contact Center in GCC-M not only addresses current operational needs but also supports future requirements. We’re delivering scalable and modern contact center technology at the core of government operations. Our solution enables agencies to enhance public sector engagements, improve service provision, and modernize communication. And we’re making all of this possible within a secure and compliant environment. 

Learn more

This achievement is an important step in our ongoing effort to empower government organizations to better serve their communities. For additional details, read the documentation: Dynamics 365 Contact Center | Microsoft Learn 

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