Empowering frontier firms with the Case Management Agent
With the latest updates to the Case Management Agent (CMA) in Dynamics 365 Customer Service, Microsoft is helping organizations accelerate their evolution into frontier firms.
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.
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Safe, transparent, measurable AI adoption with Agent hub
As AI transforms customer service, sales, and operational workflows, organizations are eager to harness its potential. -
Diagnostics and telemetry for Dynamics 365 Contact Center voice channel
In today’s connected world, voice communication remains a cornerstone of customer engagement. -
2025 release wave 2 plans for Microsoft Dynamics 365, Microsoft Power Platform, and Role-based Microsoft Copilot offerings
The 2025 release wave 2 for Microsoft Dynamics 365, Microsoft Power Platform, and Copilot offerings introduces new capabilities that help organizations harness the potential of AI. -
NLU+: Fine-tuned language intelligence for smarter conversations
In today’s fast-moving world, it’s not enough to just hear what customers say—you need to understand what they really mean. -
Use least active routing on messaging channels
In customer service, efficient workload distribution is vital for high customer satisfaction and operational efficiency. -
Synchronize service rep availability across platforms with presence APIs
In addition to the contact center agent desktop, service representatives frequently interact with multiple platforms to participate in meetings and trainings. -
Try Desktop companion application for Dynamics 365 Contact Center
One year ago, Microsoft launched its Contact Center as a Service (CCaaS) solution, powered by AI. -
Smarter callbacks with availability-aware scheduling CCaaS APIs
Callbacks are a powerful way to reduce wait times and improve satisfaction. -
The power of proactive engagement in Dynamics 365 Contact Center
Let’s face it—customers don’t just want fast service anymore. -
Unlock the power of record routing with real-time analytics
Running an effective contact center requires real-time insights into key operational metrics. -
AI-powered proactive engagement and conversational journeys with Microsoft Dynamics 365 in public preview
Great customer service depends on delivering great personalized experiences.
