Do you need a Dynamics 365 Contact Center licence to answer calls with AI?
No. You can answer inbound calls with an AI agent and write every call into your own Dataverse without a Dynamics 365 Contact Center licence.
Microsoft licenses Contact Center per user. Enquiry 360 is licensed per line, at £99 + VAT a month, and installs into the Microsoft tenant you already have.
How Contact Center is licensed
Dynamics 365 Contact Center is licensed per user, per month, upwards of seventy pounds a seat on Microsoft's published UK list. Voice capabilities are powered by Azure Communication Services and priced separately, and Copilot Credits are sold separately again. Microsoft keeps the current figures on its own Contact Center pricing page.
Enquiry 360 is licensed per line.
That difference matters most to the organisations doing the most automating. If you are putting an AI agent on your phones so that fewer people have to answer them, a per-seat licence charges you for the seats you are working to not need.
What Enquiry 360 does instead
A caller rings your number. The agent asks the questions your service actually needs to ask, in the order your process requires, branching on the answers as a person would. At the end, the enquiry is written into your own Dataverse as a structured record, alongside a per-call account of what was asked and what was answered.
Their bots take a message. Ours runs a multi-page, rule-branched form with never-invent guards and a per-call audit record that survives inspection. That is not a feature difference, it is a category difference.
Contact centres, outsourcers and BPOs
This is where it earns its keep rather than where it stops.
An outsourcer answering for many clients configures a form per client, with its own questions, its own routing rules and its own handoff, all on one platform and one licence per line. Enquiries land in your Dataverse against the right client, captured the same way every time. First-line intake and triage go to the voice agent, and your people take the calls that need a person.
The same application runs a council service, a repairs line, a dental practice and a small business enquiry line. Only the configuration differs.
Never-invent, enforced in code
An answer that matches none of the options you offered is asked again rather than guessed at. A spelled value keeps the caller's own letters and digits. Every value is checked against the rule the form itself declares, on every turn.
Those are enforced in the software, not requested in a prompt. It is a distinction most AI voice products cannot make.
Where the data goes
Enquiry 360 installs into your own Azure subscription and your own Power Platform environment. Calls are answered in the Azure region you choose, and enquiries are written into your Dataverse under your Entra ID and your role based access control. Maya Information Systems does not hold your call data, which means the questions your data protection officer will ask about retention, access and deletion are answered by your own tenant policies rather than by a supplier's.
Your data stays yours, and under UK GDPR.
The whole claim, in one sentence
An inbound call answered in a UK Azure region, written as a structured enquiry into the customer's own Dataverse, with no Dynamics 365 Contact Center licence and no separate Azure subscription, from £99 a month.
Questions
Do I need Dynamics 365 Contact Center to run an AI voice agent?
No. Contact Center is licensed per user and is built around teams of agents working queues. Enquiry 360 answers the line itself and writes the enquiry into your Dataverse, licensed per line rather than per person.
Do I need a Dynamics 365 licence at all?
No. Enquiry 360 is a model-driven Power App, so it runs on Power Platform licensing alongside any Dynamics 365 or custom Power Apps already on the same Dataverse.
Do I need Copilot Studio?
No. Copilot Studio is Microsoft's route to building an agent yourself, and it routes voice through Dynamics 365 Contact Center. Enquiry 360 is the built alternative, configured rather than developed.
Does it write into Dynamics 365?
Yes. It installs into your own Dataverse environment, the same Dataverse your Dynamics 365 already sits on, so calls arrive as records alongside everything else. There is nothing to integrate.
Which Azure region does it run in?
The one you choose. It is deployed into your own Azure subscription, so the region is your decision and your tenant's policies apply to what is stored there.
What does it cost?
Packages start at £99 + VAT a month per line. Your Azure consumption is billed to you by Microsoft directly, because the service runs in your own subscription.
Hear it
Ring 01924 926000 and it will answer. It is the same software described on this page, configured as a walkthrough.
Maya Information Systems Ltd is a UK Microsoft implementation partner delivering Dynamics 365, Azure and Power Platform for local government and enterprise since 2014. Enquiry 360 has been in production since 2017. The voice agent is a separate extension that runs in your own Azure subscription.