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.
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.
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Enhance customer service with advanced prioritization
Efficient workload management is essential in customer service environments where diverse customer interactions flow through multiple channels. -
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. -
Preview upcoming Dynamics 365 features at the Microsoft Business Applications Launch Event
See firsthand how new technologies can empower your organization at the Microsoft Business Applications Launch Event. -
Transform routing rule administration with bulk management
We’re continually improving Dynamics 365 Customer Service to help organizations deliver faster, smarter, and more efficient customer experiences. -
Use the Contact Center AI summary for call quality management
An update is coming to the closed conversation form in Dynamics 365 Contact Center. -
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. -
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. -
The future of manufacturing with Microsoft Dynamics 365 is here—are you ready?
This week, thousands of manufacturers will gather at Hannover Messe 2025 for insights into the changing manufacturing landscape. -
Teams Phone extensibility for Dynamics 365 Contact Center
Contact centers play a crucial role in delivering exceptional customer support and driving business growth. -
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. -
Unlock the Customer Feedback Survey Agent powered by Copilot Studio
Contact center managers can use Copilot Studio Survey in the Contact Center admin center to dynamically respond to customer feedback.
