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Quality Evaluation Agent in in Dynamics 365 Customer Service and Dynamics 365 is an AI-led evaluation framework that empowers teams to deliver consistent, scalable quality oversight and automate quality evaluations across customer interactions. T...
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Fluent v2.0 is Microsoft’s next-generation design language, and it’s now fully implemented across all Dynamics 365 Customer Service components. This milestone marks the completion of a comprehensive modernization effort, bringing a unified, intuit...
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Customer service organizations need tailored, high-productivity employee experiences in order to grow and scale. Dynamics 365 Copilot Service workspace (CSw), formerly known as Customer Service workspace, has long offered a robust multisession int...
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Microsoft leads in agentic service, transforming customer engagement with AI and Dynamics 365 in Gartner’s 2025 CRM Magic Quadrant. The post Microsoft is named a Leader in 2025 Gartner® Magic Quadrant™ for CRM Customer Engagement Center [https://...
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As customer service teams strive to deliver faster, more personalized support, the need for tailored productivity enhancements has never been greater. With the introduction of custom productivity tools in Dynamics 365 Copilot Service Workspace (CS...
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We are excited to introduce sensitive data redaction in Dynamics 365 Contact Center, a major advancement in privacy-first AI for customer service. This new capability empowers organizations to deliver intelligent voice experiences while ensuring t...
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Get a first look at the latest AI and low-code updates, with insights and demos from Microsoft product leaders and engineers. Register now to stay updated and access helpful resources. The post Explore new AI innovation for Dynamics 365, Microsof...
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Contact centers are increasingly adopting AI agents as part of their journey to become autonomous. During this time of rapid transformation, the need for a robust system to monitor agent activity is critical. AI agents are capable of resolving cus...