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Dynamics 365

Product: Dynamics 365 Customer Service​

Blog posts for: Business Decision Makers IT Professionals

Dynamics 365 Customer Service​

Explore the latest in Dynamics 365 Customer Service. Learn how AI and automation can help enhance customer interactions and streamline service operations.

Man with headset at computer.
Published 
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. With the rise of digitalization and advanced technologies, AI and automation have become essential for streamlining operations, improving efficiency, and nurturing stronger customer relationships.  Today during Enterprise Connect, we announced Teams Phone extensibility for Microsoft Dynamics 365 Contact Center.
Real people. Male doctor wearing scrubs, glasses, and face mask standing and speaking in medical facility in Liberia.
Published 
2 min read

Dynamics 365 Contact Center strengthens patient trust with HIPAA compliance  

We’re excited to share that as of March 5, 2025, Microsoft Dynamics 365 Contact Center has officially become Health Insurance Portability and Accountability Act (HIPAA) compliant. This significant achievement highlights our dedication to security, privacy, and regulatory standards, particularly benefiting customers in healthcare.
Executive sitting at desk using laptop in an office with a panoramic view. Including Copilot logo.
Published 
2 min read

Unlock the Microsoft Copilot Studio-powered customer survey 

Contact center managers can use Copilot Studio Survey in the Contact Center admin center to dynamically respond to customer feedback.   Traditionally, management can take a long time to act on the feedback that customers provide. Additionally, managers may have to use various tools to capture customer feedback across different channels.
Cropped picture of the earth with the sun behind it
Published 
2 min read

Try multilingual voice agents in Dynamics 365 Contact Center 

Imagine a large retailer with a contact center that supports customers who speak multiple languages. Previously, they needed separate bots for each language, making things complicated and slowing down deployments. Now, with multilingual voice agents, the retailer can handle all customer calls using one phone number, easily switching languages mid-call based on customer input.
a remote sales worker uses productivity apps to get work done on his tablet
Published 
3 min read

Migrate from Customer Service Hub to Customer Service workspace   

Starting February 2025, new Customer Service customers with Enterprise licenses will only see the Customer Service workspace app. The Customer Service Hub (CSH) app will no longer be available for all new organizations with Enterprise licenses.   The recent release wave introduced an exciting set of new features to help support representatives be more productive.