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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News and product updates

May 8, 2025

1 min read

Predict workforce capacity needs in Dynamics 365 Contact Center

In today’s fast-paced service landscape, ensuring the right number of service representatives are available at the right time is critical to maintaining efficiency and delivering exceptional customer experiences.
Tips and guides

May 5, 2025

3 min read

Forecasting case and conversation volumes in Dynamics 365 Contact Center

Dynamics 365 Contact Center now includes advanced forecasting capabilities that enable organizations to predict case and conversation volumes with precision.
News and product updates

May 2, 2025

3 min read

Transform customer support with case summary auto-enablement

Summarization features like case summary are now automatically enabled for all users of model-driven apps that use the incident entity.
News and product updates

May 1, 2025

2 min read

Announcing Dynamics 365 Contact Center WhatsApp channel powered by Azure Communication Services

With the direct WhatsApp integration in Dynamics 365 Contact Center, organizations can now provide superior customer experiences on a trusted and widely used platform.
News and product updates

April 30, 2025

5 min read

2025 release wave 1 brings hundreds of updates to Microsoft Dynamics 365 and Power Platform

Microsoft has launched the 2025 release wave 1, a six-month rollout of new and enhanced capabilities featured during the Microsoft Business Applications Launch Event.
News and product updates

April 29, 2025

2 min read

What’s new in unified routing: April 2025 feature update

This update brings a suite of new features designed to enhance the efficiency and effectiveness of your routing strategies.
News and product updates

April 24, 2025

2 min read

Enhance customer service with advanced prioritization

Efficient workload management is essential in customer service environments where diverse customer interactions flow through multiple channels.
News and product updates

April 21, 2025

3 min read

Experience the future of customer service with AI agents

Three AI service agents for Dynamics 365 Customer Service and Contact Center are now available in public preview: Case Management, Customer Intent, and Customer Knowledge Management agents.
News and product updates

April 8, 2025

1 min read

Use the Contact Center AI summary for call quality management

An update is coming to the closed conversation form in Dynamics 365 Contact Center.
News and product updates

March 26, 2025

2 min read

Naming updates to Copilot Service workspace and service representatives

In today’s fast-evolving customer service landscape, the integration of AI, such as Copilot and autonomous agents, is transforming how businesses interact with their customers.
Analyst reports

March 26, 2025

4 min read

Microsoft named a Leader in The Forrester Wave™: Customer Relationship Management, Q1 2025

Today, we’re delighted to announce that Microsoft has been named a Leader in The Forrester Wave™: Customer Relationship Management, Q1 2025.
News and product updates

March 17, 2025

1 min read

Teams Phone extensibility for Dynamics 365 Contact Center

Contact centers play a crucial role in delivering exceptional customer support and driving business growth.

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