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.
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Boost your team’s performance with the Adherence Tracker
Maintaining adherence to schedules and ensuring that service representatives are consistently available during their shifts is crucial for delivering exceptional customer service. -
Empower your Contact Center workforce with shift bidding and swapping
Efficient workforce management involves flexibility in shift assignments, enabling service representatives to maintain work-life balance and ensuring consistent operational coverage. -
Manage time-off requests with Dynamics 365 Contact Center
Dynamics 365 Contact Center provides an intuitive solution enabling service representatives to request, track, and manage their leave seamlessly. -
Stay organized with the Schedule Calendar in Contact Center
Dynamics 365 Contact Center provides a user-friendly Schedule Calendar for service reps, allowing them to easily view shifts, breaks, training sessions, and other scheduled activities—all from one convenient location. -
Shift planning and scheduling in Dynamics 365 Contact Center
Managing workforce availability efficiently is essential for delivering consistent and high-quality customer service. -
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. -
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. -
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. -
What’s New in Copilot for Sales – April 2025
We’re excited to announce improved extensibility for 3rd party insights in email summaries in Outlook, allowing partners to surface richer sales insights. -
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. -
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.
