Diagnostics and telemetry for Dynamics 365 Contact Center voice channel
In today’s connected world, voice communication remains a cornerstone of customer engagement.
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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Safe, transparent, measurable AI adoption with Agent hub
As AI transforms customer service, sales, and operational workflows, organizations are eager to harness its potential. -
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. -
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. -
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. -
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. -
Teams Phone extensibility for Dynamics 365 Contact Center generally available
We’re thrilled to announce today the general availability of Teams Phone extensibility for Microsoft Dynamics 365 Contact Center. -
Understand your customers better with constrained speech recognition
In today’s voice-first world, it’s not enough for systems to simply hear what users say. -
Moving sales, service, and finance to the Frontier with Microsoft 365 Copilot
Today, we’re announcing the addition of role-based AI solutions to Microsoft 365 Copilot for sales, service, and finance professionals. -
Create empathetic agents with HD voices in Dynamics 365 Contact Center
In today’s fast-paced digital world, customer experience is paramount. -
Dynamics 365 Contact Center now available in GCC
We are pleased to announce the availability of Dynamics 365 Contact Center in Government Community Cloud (GCC), signifying a significant advancement in the communications landscape for government organizations. -
Try the AI agent activity feed in Dynamics 365 Customer Service
Contact centers are increasingly adopting AI agents as part of their journey to become autonomous.
