Smarter callbacks with availability-aware scheduling CCaaS APIs
Callbacks are a powerful way to reduce wait times and improve satisfaction.
CRM
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AI in sales: Applying historical lessons to modern challenges
See the latest AI sales transformation offering from Microsoft and agents to help sales teams nurture and close deals. -
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. -
Agentic CRM systems: Learnings from organizations making the switch
With Microsoft Dynamics 365, organizations are embracing a modern, AI-first approach that redefines productivity and customer engagement. -
AI-powered proactive engagement and conversational journeys with Microsoft Dynamics 365 in public preview
Great customer service depends on delivering great personalized experiences. -
Improve contact center operations with shift-based routing
Delivering timely, high-quality support requires more than skilled customer service representatives. -
Intent-based routing transforms customer support with AI
In today’s fast-paced digital world, providing exceptional customer service is more important than ever. -
Email editor template changes in Dynamics 365 Customer Service
We are introducing an important update to streamline and modernize how email templates are created and edited. -
The autonomous enterprise: How generative AI is reshaping business applications
Today at Microsoft Build 2025, we’re excited to announce the new Model Context Protocol (MCP) servers for Microsoft Dynamics 365 ERP and CRM business applications. -
Enhance supervisor visibility by monitoring waiting chats
In an asynchronous chat setup, it’s common for service representatives to place conversations in a waiting state — For example, they are waiting for the customer to respond with additional details. -
Use presence-based assignment to reduce customer wait time
Automated assignment in unified routing enables organizations to efficiently direct customer queries to the most suitable service representatives.
