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Events

July 19, 2022

5 min read

Introducing the Microsoft Digital Contact Center Platform: A comprehensive, flexible customer care solution

We are thrilled to introduce the Microsoft Digital Contact Center Platform, an open, extensible, and collaborative contact center solution designed to deliver seamless customer journeys.
News and product updates

June 22, 2022

3 min read

The future of customer engagement is bright with Microsoft and Nuance

This post is co-authored by Tony Lorentzen, Senior Vice President and General Manager Intelligent Engagement, Nuance.
Thought leadership

February 15, 2022

4 min read

Dynamics 365 powers social shopping needs with headless commerce

Over the last 15 years, social media has grown rapidly, both in reach and in impact on our daily lives.
News and product updates

November 2, 2021

4 min read

Introducing voice channel for Dynamics 365 Customer Service

Today, I am excited to announce the general availability of the first-party voice channel for Microsoft Dynamics 365 Customer Service.
Analyst reports

October 27, 2021

4 min read

Microsoft named a Leader in 2021 Gartner® Magic Quadrant™ for CRM Customer Engagement Center

The past year has presented enormous changes in both our personal and work lives.
Thought leadership

September 16, 2021

6 min read

The importance of empathy in customer service

The pandemic has been challenging in many ways.
Thought leadership

August 5, 2021

3 min read

Deliver authentic customer service with Dynamics 365

Human interaction is at the cornerstone of every experience and today’s world has dramatically shifted what that means.
News and product updates

April 15, 2021

3 min read

New features personalize customer experiences in Dynamics 365 Customer Voice

In a rapidly changing landscape, interactions between customers and organizations have become the cornerstone to bottom-line success and brand loyalty.
News and product updates

April 8, 2021

9 min read

Introducing new capabilities to transform customer service and field service

Today we’re announcing new capabilities to help customer and field service teams deliver more consistent and engaging experiences, from the call center to on-site visits.
News and product updates

March 2, 2021

8 min read

Dynamics 365 and Microsoft Teams: extend collaboration across teams

Think about the time spent between the moment you open an email or chat, find, and reply with the requested information, and then get back into the flow of your work.
Thought leadership

February 10, 2021

4 min read

Why a knowledge base is important in delivering exceptional customer service

Is a well-defined knowledge base valuable for delivering exceptional service? No matter the business, the answer is a resounding “yes.
News and product updates

January 14, 2021

6 min read

Enable a new level of B2B digital sales excellence with Dynamics 365 Commerce

Truly engaged, always connected At this year’s NRF, many retailers are taking the time to reflect on the learnings from 2020 and the road ahead for 2021.

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