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Analyst reports

December 7, 2022

4 min read

Microsoft is named a Leader in 2022 Gartner® Magic Quadrant™ for Field Service Management

It is with great pride that Microsoft shares its position as a Leader within the Gartner 2022 Magic Quadrant for Field Service Management for the third consecutive year.
Tips and guides

December 6, 2022

2 min read

Add voicemail to your call queue management

Microsoft Dynamics 365 Customer Service now offers voicemail as part of its omnichannel engagement capabilities.
Thought leadership

December 5, 2022

6 min read

Essential ways Dynamics 365 and Power Platform help you do more with less

As companies across industries navigate a period of uncertainty, every investment in people and technology must be strategic and decisive to help people do more with less—less time, less cost, and less complexity.
News and product updates

November 30, 2022

3 min read

Engage your customers faster with AI-powered marketing email content

Marketers are often asked to do more with less—and do it yesterday.
Tips and guides

November 29, 2022

4 min read

The right work assignment method can improve agent satisfaction and utilization

As a contact center manager, you need to ensure that customers are routed to the right agent while balancing factors like customer satisfaction, tiered SLA commitments, and agent satisfaction and utilization.
News and product updates

November 29, 2022

6 min read

5 steps for transforming customer experience with Dynamics 365 Marketing and Customer Insights updates

Hyper-personalized, self-driven, seamless interaction across any channel at any time is no longer a nice-to-have but a must-have as customers want to engage on their own terms and expect businesses to deliver even better experiences.
News and product updates

November 28, 2022

2 min read

Apple Messages for Business channel added to Dynamics 365 Customer Service

The Apple Messages for Business channel is now available in Dynamics 365 Customer Service as part of our digital messaging offer, helping you reach even more customers.
News and product updates

November 23, 2022

2 min read

Call overflow management: A gift to callers and agents this holiday season

Ana is excitedly setting up her new smartphone when the screen goes blank.
News and product updates

November 21, 2022

2 min read

Collaborative customer support helps agents resolve issues faster

With most customer support agents now working remotely, the days of getting help from a peer in the next cubicle are over.
November 18, 2022

4 min read

Discover new ways to analyze your Customer Service data

To run a digital contact center effectively, supervisors need up-to-the-minute insights on all the activity between agents and customers.
November 11, 2022

1 min read

Save personalized views of Customer Service dashboards as report bookmarks

With Microsoft Dynamics 365 Customer Service 2022 release wave 2, we’ve supercharged the humble bookmark.
News and product updates

November 10, 2022

4 min read

Boost seller productivity with embedded Teams calls and conversation intelligence

In today’s business environment, efficiency is paramount for seller productivity.

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