Microsoft has introduced a new Desktop Companion Application for Dynamics 365 Contact Center, designed to improve call reliability and reduce disruptions caused by browser crashes or refreshes. This latest enhancement empowers agents to stay connected and deliver seamless service—even when web apps fail.

Here’s what you need to know:

Why it matters:
DCA ensures seamless communication between service reps and customers by maintaining call connectivity when the web app freezes, refreshes, or fails.
What it does:
Once installed, the DCA displays key call details — including active and on-hold calls — and provides easy access to mute, end call, and connectivity status. A browser extension mirrors this for extra visibility.
Customizable settings:
Customer service reps can configure their preferred language, device settings, and check for updates directly within the DCA.