Microsoft Dynamics 365 Blog
The future of agentic CRM and ERP
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Introducing Custom Voice for Dynamics 365 Contact Center
Custom Neural Voices enable organizations to move beyond generic text-to-speech and create voice experiences that reflect their brand, values, and customer promise—while still benefiting from the scalability and intelligence of AI-driven contact centers.
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Building Smarter Observability for Agentic ERP World using Dynamics 365
As enterprise workloads become more agentic, the expectations of ERP systems—and the teams that operate them—are shifting. -
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. -
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.
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News and product updates
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Expanding global reach with Globalization Studio and new Türkiye localization in Dynamics 365 ERP
Global ERP environments are under increasing pressure. -
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.
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Tips and guides
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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. -
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.
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