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.
Dynamics 365 Contact Center
Discover the latest in Dynamics 365 Contact Center. Learn how this comprehensive solution leverages AI and automation to transform customer service and enhance engagement across all channels.
Refine results
Products
Content Type
Publish date
-
-
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. -
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. -
Customer Feedback Survey Agent is now generally available
We are thrilled to announce that the Customer Feedback Survey Agent, powered by Microsoft Copilot Studio in Dynamics 365 Contact Center, is now generally available for the chat channel. -
Let it close itself: Smart, autonomous case closure is here
What’s one of the most persistent challenges in customer service? The last mile. -
Revolutionizing customer support with autonomous case resolution
In today’s fast-paced digital landscape, customer expectations are higher than ever. -
Building trust and consistency: The evaluation framework behind QEA
In our recent blog, we introduced how the Quality Evaluation Agent elevates support excellence by bringing automation, consistency, and intelligence to quality assessments. -
Use custom multisession apps in Copilot Service workspace
Customer service organizations need tailored, high-productivity employee experiences in order to grow and scale. -
Microsoft is named a Leader in 2025 Gartner® Magic Quadrant™ for CRM Customer Engagement Center
Microsoft leads in agentic service, transforming customer engagement with AI and Dynamics 365 in Gartner’s 2025 CRM Magic Quadrant. -
Elevate support excellence with Quality Evaluation Agent
As customer support organizations scale, maintaining consistent service quality becomes a challenge. -
Try rich messaging for live chat and WhatsApp in Contact Center
In today’s fast-paced digital world, customers expect more than just plain text when interacting with businesses.
