Microsoft Dynamics 365 Blog
The future of agentic CRM and ERP
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Announcing Desktop Companion App (DCA) support for Dynamics 365 Contact Center Embedded in Third-Party CRMs
Introducing Desktop Companion App (DCA) support for Dynamics 365 Contact Center in Embedded mode, delivering lower latency, improved reliability, and resilient voice continuity when Customer Service Reps (CSR) work inside thirdparty (3P) CRM environments.
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Announcing End of Support for Dynamics 365 Project Service Automation (PSA) on the U.S. Government cloud
We are announcing the end of support for end of support of Dynamics 365 Project Service Automation on GCC beginning March 31st, 2027. -
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. -
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.
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News and product updates
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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. -
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.
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Tips and guides
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Reimagining Secure Customer Interactions with Secure Consult & Transfer
Across industries such as financial services, healthcare, and public sector, organizations must enable customers to complete high‑trust actions (like payments or identity verification) without exposing sensitive information to agents or core contact center systems. -
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. -
Measuring What Matters: Redefining Excellence for AI Agents in the Contact Center
The contact center industry is at an inflection point. -
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.
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