Trigger post-call actions using caller hang-up events
In contact centers, a voice conversation does not end when the call disconnects.
Customer service
Elevate your customer service with Microsoft Dynamics 365 insights and tools that drive satisfaction and loyalty. Treat every interaction as an opportunity to delight and retain customers through intelligent, streamlined support solutions.
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Microsoft named a Leader in The Forrester Wave™: Customer Service Solutions, Q1 2026
The promise of agentic service requires more than just automation; it demands a unified context and intelligence layer that travels with the work. -
2026 release wave 1 plans for Microsoft Dynamics 365, Microsoft Power Platform, and Copilot Studio offerings
We’re excited to publish the 2026 release wave 1 plans for Microsoft Dynamics 365, Microsoft Power Platform, and Role-based agents in Microsoft 365 Copilot. -
A new way of working is taking shape: Frontier Transformation
We’re taking a significant step forward in bringing agentic business applications to life across Microsoft 365, Dynamics 365, and Microsoft Power Platform. -
The era of agentic business applications arrives at Convergence 2025
At Convergence 2025, December 9–12, we’ll explore how organizations can build an AI-first autonomous enterprise powered by data, copilots, and agents working together across Microsoft Dynamics 365 and the Microsoft Cloud. -
Microsoft Dynamics 365 named a Leader in three Gartner® Magic Quadrant™ reports: Cloud ERP for Service-Centric Enterprises, Cloud ERP for Product-Centric Enterprises, and Cloud ERP Finance
We’re excited to announce Microsoft Dynamics 365 is a Leader in three Gartner® Magic Quadrant™ reports. -
Fluent v2.0 for Customer Service: A unified, modern experience
Fluent v2.0 is Microsoft’s next-generation design language, and it’s now fully implemented across all Dynamics 365 Customer Service components. -
Elevate service automation with timeout rules for automatic actions
As organizations continue to scale out digital customer service, the need for reliable automation grows. -
Enhance productivity with Copilot-recommended email templates
In today’s fast-paced digital landscape, customer service teams need speed and consistency to meet rising expectations. -
Customer Feedback Survey Agent is now generally available
We are thrilled to announce that the Customer Feedback Survey Agent, powered by Microsoft Copilot Studio in Dynamics 365 Contact Center, is now generally available for the chat channel. -
Let it close itself: Smart, autonomous case closure is here
What’s one of the most persistent challenges in customer service? The last mile. -
Revolutionizing customer support with autonomous case resolution
In today’s fast-paced digital landscape, customer expectations are higher than ever.
