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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AI

July 16

6 min read

2025 release wave 2 plans for Microsoft Dynamics 365, Microsoft Power Platform, and Role-based Microsoft Copilot offerings

The 2025 release wave 2 for Microsoft Dynamics 365, Microsoft Power Platform, and Copilot offerings introduces new capabilities that help organizations harness the potential of AI.
IT Professionals

July 14

4 min read

NLU+: Fine-tuned language intelligence for smarter conversations

In today’s fast-moving world, it’s not enough to just hear what customers say—you need to understand what they really mean.
IT Professionals

July 11

3 min read

Use least active routing on messaging channels

In customer service, efficient workload distribution is vital for high customer satisfaction and operational efficiency.
IT Professionals

July 10

2 min read

Synchronize service rep availability across platforms with presence APIs

In addition to the contact center agent desktop, service representatives frequently interact with multiple platforms to participate in meetings and trainings.
IT Professionals

July 9

2 min read

Try Desktop companion application for Dynamics 365 Contact Center

One year ago, Microsoft launched its Contact Center as a Service (CCaaS) solution, powered by AI.
AI

June 3

3 min read

AI-powered proactive engagement and conversational journeys with Microsoft Dynamics 365 in public preview

Great customer service depends on delivering great personalized experiences.
Manufacturing

March 25

7 min read

The future of manufacturing with Microsoft Dynamics 365 is here—are you ready?

This week, thousands of manufacturers will gather at Hannover Messe 2025 for insights into the changing manufacturing landscape.
Release wave

January 25, 2024

6 min read

2024 release wave 1 plans for Microsoft Dynamics 365 and Power Platform now available

On January 25, 2024, we published the 2024 release wave 1 plans for Microsoft Dynamics 365 and Microsoft Power Platform, a compilation of new capabilities planned to be released between April 2024 and September 2024.
Copilot

November 7, 2023

5 min read

Microsoft is named a Leader in 2023 Gartner® Magic Quadrant™ for the CRM Customer Engagement Center

It is with great pride that Microsoft has been recognized as a Leader within the 2023 Gartner Magic Quadrant for CRM Customer Engagement Center.
Copilot

October 26, 2023

5 min read

Release wave 2: Transforming customer experiences with generative AI and Microsoft Dynamics 365

In business applications, we’re using generative AI to break down silos and bridge gaps between data, insights, and people so sellers, marketers, and customer experience (CX) professionals can deliver exceptional experiences across the entire customer journey, seamlessly.
Copilot

October 25, 2023

5 min read

Microsoft Business Applications Launch Event introduces wave of new AI-powered capabilities for Dynamics 365 and Power Platform

Today, at the Microsoft Business Applications Launch Event, we kicked off the 2023 release wave 2 for Microsoft Dynamics 365 and Microsoft Power Platform, a six-month rollout of new and enhanced capabilities scheduled for release between October 2023 and March 2024.
Copilot

October 23, 2023

4 min read

Modernize customer support with Copilot in Dynamics 365 Customer Service

The year 2023 has ushered in dramatic innovations in AI, particularly regarding how businesses interact with customers.

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