Meet the Contact Center Champions Driving the Future of Customer Experience
Meet the practitioners shaping how Dynamics 365 Contact Center is adopted, scaled, and improved in real‑world environments.
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Discover the latest updates, expert insights, and practical tips on leveraging Dynamics 365 to drive business success. Learn about new features, best practices for system management, and success stories from businesses using Dynamics 365. Enhance your decision-making with valuable content tailored for IT decision makers.
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Introducing Service Agent in Microsoft 365 Copilot
Service Agent brings Dynamics 365 Customer Service context, insights, and actions directly into Microsoft 365 Copilot. -
Better Collaboration, Better Care: All Consult Capabilities in Dynamics 365 Contact Center
Dynamics 365 Contact Center consult capabilities enable real-time collaboration across voice and digital channels, helping representatives bring in the right expertise without transfers, repetition, or lost context. -
Introducing Custom Voice for Dynamics 365 Contact Center
Custom Neural Voices enable organizations to move beyond generic text-to-speech and create voice experiences that reflect their brand, values, and customer promise—while still benefiting from the scalability and intelligence of AI-driven contact centers. -
Building Smarter Observability for Agentic ERP World using Dynamics 365
As enterprise workloads become more agentic, the expectations of ERP systems—and the teams that operate them—are shifting. -
Announcing Desktop Companion App (DCA) support for Dynamics 365 Contact Center Embedded in Third-Party CRMs
Introducing Desktop Companion App (DCA) support for Dynamics 365 Contact Center in Embedded mode, delivering lower latency, improved reliability, and resilient voice continuity when Customer Service Reps (CSR) work inside thirdparty (3P) CRM environments. -
Reimagining Secure Customer Interactions with Secure Consult & Transfer
Across industries such as financial services, healthcare, and public sector, organizations must enable customers to complete high‑trust actions (like payments or identity verification) without exposing sensitive information to agents or core contact center systems. -
General Availability of Quality Evaluation Agent’s conversation capabilities
Quality Evaluation Agent in in Dynamics 365 Customer Service and Dynamics 365 is an AI-led evaluation framework that empowers teams to deliver consistent, scalable quality oversight and automate quality evaluations across customer interactions. -
Evaluating AI Agents in Contact Centers: Introducing the Multi-modal Agents Score
Introducing the Multimodal Agent Score (MAS)—a unified, absolute measure of end‑to‑end conversational quality designed for AI agents operating across modalities. -
The Key Facets of AI Evaluation in the Contact Center
Organizations must think about when, how, by whom, and on what data AI systems are evaluated. -
Measuring What Matters: Redefining Excellence for AI Agents in the Contact Center
The contact center industry is at an inflection point. -
Announcing General Availability of Proactive Voice Enhancements in Dynamics 365 Contact Center
Answering machine detection, SIP call outcomes, and predictive dialing are now available for proactive voice scenarios.
