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The post Explore new AI innovation for Dynamics 365, Microsof...
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...
We are pleased to announce the availability of Dynamics 365 Contact Center in
Government Community Cloud Moderate (GCC-M), signifying a significant
advancement in the communications landscape for government organizations. This
launch provides publ...
In today’s fast-paced digital world, customer experience is paramount.
Businesses are constantly seeking innovative ways to engage with their customers
and provide seamless, personalized interactions on self-service channels. One of
the common cha...
In today’s voice-first world, it’s not enough for systems to simply hear what
users say. They need to understand it with precision.  In high-stakes
environments like healthcare, finance, or enterprise IT, voice interfaces must
balance natural conv...
Let’s face it—customers don’t just want fast service anymore. They want
businesses to know what they need before they even ask. Whether it’s a reminder
about a missed payment, a heads-up about a delivery delay, or a quick check-in
after a dropped ...
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. Until now, supervisors using
Dynamics 365 Contact...
Automated assignment in unified routing enables organizations to efficiently
direct customer queries to the most suitable service representatives. To ensure
swift response to customers, organizations can use the presence-based assignment
functiona...
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