BetaFigures are indicative and may lag Microsoft's current pricing. Verify against the source documents before quoting a customer.
Currency
Seat sizing & bundle compare
80
Recommended
Contact Center
Per user / month
£85
Monthly total
£6,768
Standalone bundle (Digital + Voice), BYO CRM.
Technical notes & sources
Seat prices are Microsoft list, paid yearly (USD ex-tax, GBP ex-VAT). EA/CSP-negotiated discounts and the CC-with-CS-Enterprise discount are not applied here.
The standalone Contact Center bundle already includes both Digital and Voice channels; Digital-only and Voice-only are separate SKUs for split scenarios.
GBP is FX-converted (0.74162 as of 2026-09-03), not a Microsoft list price.
Technical notes & sources
Copilot Credits are consumed by AI actions. Real cost is driven by agent design: a classic answer ~1 credit, a generative answer ~2, tenant-graph grounding ~10, an autonomous action 25+. Model your own credits/session rather than trusting a single average.
Customer Service Premium includes a base Copilot capacity; only usage beyond it draws prepaid packs or PAYG.
An Azure subscription is required for pay-as-you-go.
Bring your own carrier — ACS / Teams Direct Routing
Reuse your existing carrier and numbers via a Session Border Controller. Preserves SIP context; PSTN is billed by your carrier.
Requires: Contact Center Voice seat · Session Border Controller · Your PSTN carrier contractdocs ↗
Teams Phone Extensibility + Microsoft Calling Plan
Bring Teams Phone into the Contact Center; a Microsoft Calling Plan supplies PSTN. Needs a Teams Phone licence per agent.
Requires: Contact Center Voice seat · Teams Phone Standard licence per agent · Microsoft Calling Plan per agentdocs ↗
Teams Phone Extensibility + Operator Connect
Teams Phone with a Microsoft-approved operator supplying PSTN, bundled per user; the operator runs the SBC. Needs a Teams Phone licence per agent.
Requires: Contact Center Voice seat · Teams Phone Standard licence per agent · Operator Connect operator / contractdocs ↗
Teams Phone Extensibility + Direct Routing
Teams Phone with your own carrier via an SBC. Needs a Teams Phone licence per agent; PSTN is billed by your carrier.
Requires: Contact Center Voice seat · Teams Phone Standard licence per agent · Session Border Controller · Your PSTN carrierdocs ↗
Technical notes & sources
Pick your connectivity model above — it decides which components Microsoft bills. Under the Microsoft Calling Plan (ACS) model, Azure per-minute PSTN rates apply (modelled here, illustrative, vary by country). Under Direct Routing or Operator Connect the PSTN minutes are billed by your carrier/operator, so only the $0.004 ACS SIP/VOIP leg applies on the Microsoft side.
Teams Phone Extensibility paths add a Teams Phone Standard licence per agent (and, for the Calling Plan path, a Microsoft Calling Plan per agent). Operator Connect adds a per-user operator bundle; Direct Routing adds a Session Border Controller and your carrier's minutes. Those external rates are illustrative — enter your real carrier/operator/Calling Plan rate when quoting.
Phone number rental (per number/month; toll vs toll-free and country differ) is now included — as an ACS charge for the Calling Plan model, or on your carrier/operator's terms otherwise. The ACS VOIP leg and call recording always apply.
Each Contact Center Voice seat includes 2,000 IVR voicebot minutes + 6,000 call-intelligence (transcription) minutes/month; charges apply only beyond those, and an IVR bot's generative work also draws Copilot credits.
Re-verified 2026-08-03 against the Microsoft Contact Center + Customer Service pricing pages (en-us and en-gb) and the Learn voice pricing page (page date 2026-04-15): ALL seat, add-on and ACS meter values UNCHANGED. Checked in response to the August 2026 Dynamics 365 Licensing Guide edition being published — that edition did not move list prices. Seats/add-ons are primary in USD and GBP (GBP ex-VAT, real local list, not FX). ACS meters primary in USD with FX-converted GBP (flagged). Copilot capacity pack CONFIRMED PRIMARY 2026-08-03 ($200.00/pack/month, 25,000 credits) — the PAYG per-credit rate is not published on that page and remains aggregator-sourced. NOTE: the pricing pages still display a '40% off 1 Oct 2025 - 30 Jun 2026' banner although that window has closed; list prices apply. Checked 2026-09-12 against the September 2026 Dynamics 365 Licensing Guide edition: diffed the September PDF against August line-by-line; the only differences in the Contact Center and Customer Service sections are text-wrapping, and the substantive changes in that edition are Finance, Commerce and Project Operations. No entitlement or price movement for this product.