Microsoft Dynamics 365 Blog
The future of agentic CRM and ERP
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General Availability of Quality Evaluation Agent’s conversation capabilities
Quality Evaluation Agent in in Dynamics 365 Customer Service and Dynamics 365 is an AI-led evaluation framework that empowers teams to deliver consistent, scalable quality oversight and automate quality evaluations across customer interactions.
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Measuring What Matters: Redefining Excellence for AI Agents in the Contact Center
The contact center industry is at an inflection point. -
Evaluating AI Agents in Contact Centers: Introducing the Multi-modal Agents Score
Introducing the Multimodal Agent Score (MAS)—a unified, absolute measure of end‑to‑end conversational quality designed for AI agents operating across modalities. -
Announcing General Availability of Proactive Voice Enhancements in Dynamics 365 Contact Center
Answering machine detection, SIP call outcomes, and predictive dialing are now available for proactive voice scenarios.
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News and product updates
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From manual work to meaningful selling: How Agentic AI is transforming Dynamics 365 Sales
Agentic AI in Dynamics 365 Sales reduces manual CRM work by turning unstructured information into actionable insights, helping sellers capture data faster, explore pipeline trends with natural language, and focus more on meaningful selling. -
Transforming how organizations run rental operations with Dynamics 365 ERP
Rental operations succeed when every handoff–from quoting to return–is coordinated and timely.
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Tips and guides
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The Key Facets of AI Evaluation in the Contact Center
Organizations must think about when, how, by whom, and on what data AI systems are evaluated. -
Sales Qualification Agent: How we evaluated and improved AI quality with benchmarks
Sales Qualification Agent (SQA) is not a simple productivity tool—it is a complex multi-step agent directly influencing revenue outcomes. -
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.
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