Modernize IVR with AI Voice in Dynamics 365 Contact Center
For years, contact centers have relied on traditional IVR scripted workflows to manage customer conversations.
News and product updates
Stay informed of the latest advancements, enhancements, and announcements in Microsoft Dynamics 365. We bring you the latest updates and news, essential for business decision-makers looking to stay ahead of the digital curve.
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Try Email Classification in Dynamics 365 Customer Service
Email classification in Dynamics 365 ensures only meaningful customer emails become cases. -
Managing Complex Service Work with Financial Clarity
Learn how Dynamics 365 unifies field service and project financials, enabling real-time profitability tracking, accurate billing, and connected service delivery. -
Public Preview: Quality Evaluation Agent Extends Quality Oversight to Email
The Quality Evaluation Agent (QEA) in Dynamics 365 Customer Service now supports email evaluations, available in Public Preview. -
The next frontier of workforce planning: from forecasting to AI usage and Credit Estimation
AI is transforming workforce planning in Dynamics 365, where intelligent agents now execute core service tasks and contribute directly to business outcomes. -
Copilot Cowork: From conversation to action across skills, integrations, and devices
Today, we’re announcing additional capabilities in Cowork to expand on what it can make possible for you. -
Driving empathetic customer conversations with Email Sentiment
Email Sentiment in Dynamics 365 Customer Service brings emotional context into the email workflow, helping representatives understand customer tone, respond with empathy, and reduce escalations from the first reply. -
Introducing Consent‑Based Recording for Voice Agents and CSR Interactions in Dynamics 365 Contact Center
Consent-Based Recording in Dynamics 365 Contact Center captures caller consent early and enforces it across voice AI and agent interactions to support compliance and trust. -
Introducing Governance in Dynamics 365 Customer Service: A New Era of Policy-Driven Communication
Governance in Dynamics 365 Customer Service introduces policy-driven email validation in Public Preview. -
Bringing End‑to‑End Visibility to Customer Service and Contact Centers with Screen Recording in Dynamics 365
Gain end‑to‑end visibility into agent workflows with screen recording in Dynamics 365 Customer Service and Contact Center to improve coaching, compliance, and quality evaluations. -
Turning customer experience into a growth engine
Announcing new agentic customer experience capabilities in Dynamics 365 and Microsoft Copilot Studio across the entire customer lifecycle. -
Meet Your Agentic Contact Center
Dynamics 365 Contact Center introduces a coordinated agent model where AI agents work together across engagement, quality, and operations for better outcomes.
