How do you run a contact center agent desktop inside Microsoft Dynamics 365?
There are three ways to put a contact center desktop inside Microsoft Dynamics 365: Microsoft’s own Dynamics 365 Contact Center, a CTI adapter from your telephony vendor such as Five9 or Expertflow, or an embedded omnichannel workspace. Totalix Embedded is built to run the full contact center, every channel included, inside Dynamics 365, Salesforce, ServiceNow and other business applications.
The options compared
| Option | What it is | Channels inside Dynamics 365 | Keeps your existing contact center platform | Availability |
|---|---|---|---|---|
| Dynamics 365 Contact Center | Microsoft’s Copilot-first cloud contact center (GA 1 July 2024); a standalone workspace app that can also show data from other CRMs | Voice, chat, digital channels, agent Copilot | No: it is the contact center platform | Now |
| Expertflow Dynamics 365 CTI connector | Voice bridge from Cisco UCCE/UCCX, Genesys or Expertflow CX into Dynamics, embedded through the Channel Integration Framework | Voice; non-voice channels handled in the vendor’s own software for Cisco connectors | Yes | Now |
| Five9 Adapter for Dynamics 365 | Five9’s AppSource adapter for its own cloud contact center | Not stated on the release | Yes, if Five9 is your platform | Now |
| Totalix Embedded | The full Totalix platform inside the business application: channels, AI Agent Assist, knowledge, supervision and reporting | Voice, chat, email, video, SMS, WhatsApp, Facebook Messenger in one timeline | Yes with Totalix for Cisco; or none needed with built-in queuing and routing | 1 December 2026 (early adopters from November 2026) |
Vendor facts from the vendors’ own pages, 21 October 2026. “Not stated” means the vendor page is silent.
When it fits
Your agents and frontline teams live in Dynamics 365 and you want the conversation, the customer record and AI assistance on one screen, without a second desktop.
When it doesn’t
You are buying Microsoft’s whole contact center stack, or you only need voice controls in Dynamics, where a CTI adapter may be enough.
How Totalix does it
Totalix Embedded puts the whole contact center inside the application your people already work in, with screen pop, click-to-dial and real-time data exchange as the plumbing rather than the product. It is the natural home for teams outside the contact center who serve customers from a CRM every day.
Totalix Embedded → · Pricing → · Request a demo →
Questions buyers ask
Is Totalix Embedded just a CTI connector?
No. It carries every channel, AI Agent Assist, knowledge and reporting into the application; screen pop, click-to-dial and data exchange are the plumbing.
Can Totalix be the agent desktop inside Microsoft Dynamics 365?
Yes. Totalix Embedded runs inside Microsoft Dynamics 365, as it does inside Salesforce and ServiceNow, so agents work every channel, with AI Agent Assist, knowledge and reporting, without leaving Dynamics 365. Early adopters start in November 2026; general availability is 1 December 2026.
What if our application isn’t listed?
Ask us. Totalix Embedded can be added to any business application on request; there is no fixed list.
When is it available?
Early adopters from November 2026; generally available 1 December 2026.
Where do we buy it?
Through one of the 50+ Upstream Works partners.