microsoft / microsoft/dynamics365patternspractices
[PATTERN]: Reference Architecture: Enterprise Call Center on Dynamics 365
@rachel-profitt is already working on this.
Since Mar 24, 2026.
- Dominant language
- Python
- Stars
- 227
- Forks
- 106
- Avg merge
- 2d 13h
- Merged PRs (30d)
- 1
Description
Contact details
rahul.d.dubey@accenture.com
Organization type
Partner / ISV / Independant consultant
End-to-end business process
Case to resolution
Which business process area is this article related to?
Customer Service (Case Management & Omni-Channel Engagement)
Which business process is this article related to?
Customer Service / Contact Center Operations
Which pattern or practice is this request related to?
Case Resolution Reference Architecture
Enter any additional comments or information you want us to know.
This article presents a reference architecture for an enterprise-scale call center solution built on Dynamics 365 Customer Service and Omnichannel, tailored for regulated industries such as healthcare. It focuses on scalable case management, omni-channel engagement, secure external portals, and a decoupled Azure-based integration layer. The intent is to share architecture patterns, key design decisions, and anti-patterns that can guide solution architects in designing performant, secure, and compliant customer service platforms using Microsoft technologies.
Specify the date you expect the article to be completed and ready for review.
31/3/2026
Code of Conduct
- I agree to follow this project's Code of Conduct
Contributor guide
First steps
- Read the whole issue, then the project's contributing guide.
- Comment on the issue to say you are picking it up — it saves two people doing the same work.
- Fork the repository and make your change on a branch.
- Open a pull request that references the issue number.
Assessment
This issue has not been assessed yet.