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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Measuring What Matters: Redefining Excellence for AI Agents in the Contact Center
The contact center industry is at an inflection point. -
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. -
Use session restore for seamless continuity in Customer Service
As customer service representatives juggle multiple cases, tabs, and applications throughout their day, interruptions—whether from browser crashes, accidental closures, or system reboots—can be costly. -
Use custom productivity tools in Dynamics 365 Customer Service
As customer service teams strive to deliver faster, more personalized support, the need for tailored productivity enhancements has never been greater. -
Integrate Field Service bookings with Outlook and Teams, now Generally Available.
With Release Wave 2 2025, we’re excited to announce the General Availability (GA) of Exchange Integration for Dynamics 365 Field Service. -
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. -
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. -
Safe, transparent, measurable AI adoption with Agent hub
As AI transforms customer service, sales, and operational workflows, organizations are eager to harness its potential. -
Business Central and IRS 1099 Reporting in the USA: An Important Shift Ahead
IRS 1099 reporting in the U.S. is undergoing a significant transformation with Microsoft introducing a new standalone IRS Forms app in Business Central. -
Next-Gen Retail Payments: Trends, Tech, and Transformation using Dynamics 365 Commerce + Adyen
In today’s retail landscape, payments have evolved into a strategic inflection point—where customer expectations, brand trust, and operational efficiency converge.
