Boost productivity with precision wrap-up timers in Dynamics 365
In modern contact centers, operational efficiency hinges on how quickly service representatives can transition between customer interactions.
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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Automate intent discovery and resolution with Customer Intent Agent
With the latest July 2025 updates to the Customer Intent Agent, Microsoft is accelerating the journey toward fully autonomous contact centers. -
Expanding SMS capabilities in Dynamics 365 Contact Center
We’re excited to announce two enhancements to Dynamics 365 Contact Center, powered by Azure Communication Services (ACS): SMS mobile numbers and SMS short codes. -
Empowering frontier firms with the Case Management Agent
With the latest updates to the Case Management Agent (CMA) in Dynamics 365 Customer Service, Microsoft is helping organizations accelerate their evolution into frontier firms. -
Safe, transparent, measurable AI adoption with Agent hub
As AI transforms customer service, sales, and operational workflows, organizations are eager to harness its potential. -
Diagnostics and telemetry for Dynamics 365 Contact Center voice channel
In today’s connected world, voice communication remains a cornerstone of customer engagement. -
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. -
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. -
Use least active routing on messaging channels
In customer service, efficient workload distribution is vital for high customer satisfaction and operational efficiency. -
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. -
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-powered proactive engagement and conversational journeys with Microsoft Dynamics 365 in public preview
Great customer service depends on delivering great personalized experiences.
