From August 1st, 2025, four Dynamics 365 Omnichannel SKUs will be removed from sale, with future equivalent purchases made as part of Dynamics 365 Contact Center or Dynamics 365 Customer Service Premium.
What are the affected Dynamics 365 Omnichannel SKUs?
- Dynamics 365 Customer Service Chat Add-on
- Dynamics 365 Digital Messaging Add-on
- Dynamics 365 Customer Service Voice Add-on
- Dynamics 365 Customer Service Voice & Omnichannel Bundle Add-on
What if my organisation already has one of these Omnichannel licences?
Up until July 31st, 2026, existing customers will be able to renew the above licences once. Any future renewals will then need to be on the equivalent Dynamics 365 Contact Center or Dynamics 365 Customer Service Premium licence.
What are the equivalent Dynamics 365 Contact Center licences?
- Dynamics 365 Contact Center Digital Add-on – equivalent of Dynamics 365 Customer Service Chat Add-on and Dynamics 365 Digital Messaging Add-on
- Dynamics 365 Contact Center Voice Add-on – equivalent of Dynamics 365 Customer Service Voice Add-on
- Dynamics 365 Contact Center Add-on – equivalent of D365 Customer Service Voice & Omnichannel Bundle Add-on
Dynamics 365 Customer Service Premium includes the features of Dynamics 365 Customer Service and Dynamics 365 Contact Center and therefore caters for all of the affected SKUs.
It is important to note that there is no change in functionality when transitioning between these licences.
Summary
Software licensing can be complex, but with these changes, it would appear that Microsoft are looking to streamline their SKU offerings. If you are an existing Strategy 365 customer or you are looking for someone to help manage your organisation’s licences, get in touch with one of our experts and we will be happy to discuss your options.