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# Project

The Microsoft Omnichannel Add-on is transforming customer engagement through Generative AI technology across various communication channels. It serves as an AI-centric contact center solution compatible with any CRM or third-party (3P) software. This add-on enables customers to leverage Dynamics 365 Omnichannel (OC) along with AI functionalities within their preferred CRM system.
The Microsoft Dynamics 365 Contact Center is transforming customer engagement through Generative AI technology across various communication channels. It serves as an Copilot-first contact center as a service (CCaaS) solution compatible with preferred CRMs or third-party (3P) software. This add-on enables customers to leverage Dynamics 365 Contact Center along with AI functionalities within their preferred CRM system.

Built upon the Dynamics Contact Center Platform (DCCP) infrastructure, the Omnichannel Add-on extends its capabilities by seamlessly integrating OC and AI features with existing 3P solutions. Agents have the flexibility to utilize the add-on in either Embedded mode, where the 3P CRM serves as the primary user experience (UX) with OC/AI functionalities embedded, or Standalone mode, where Dynamics OC/AI capabilities take precedence while maintaining connectivity with 3P CRM data.
Built upon the Microsoft Azure, Power Platform, and core Dynamics 365 infrastructure, Dynamics 365 Contact Center extends its capabilities by seamlessly integrating CCaaS and AI features with existing 3P solutions. Agents have the flexibility to utilize the add-on in either Embedded mode, where the 3P CRM serves as the primary user experience (UX) with CCaaS/AI functionalities embedded, or Standalone mode, where Dynamics 365 Contact Center plus AI capabilities take precedence while maintaining connectivity with 3P CRM data.

# Prerequisites
1. [Set up D365 Contact Center embedded experience](https://learn.microsoft.com/en-us/dynamics365/contact-center/administer/set-up-embedded-experience)
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