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Efficient workload management is essential in customer service environments where diverse customer interactions flow through multiple channels. With advanced prioritization capabilities in Dynamics 365 Contact Center and Dynamics 365 Customer Serv...
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We’re continually improving Dynamics 365 Customer Service to help organizations deliver faster, smarter, and more efficient customer experiences. Today, we’re excited to announce that administrators will now be able to maintain routing rules in bu...
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An update is coming to the closed conversation form in Dynamics 365 Contact Center. If the administrator has enabled the option, service reps can view the recordings and transcripts at the end of the conversation. They can also view sentiment ana...
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In today’s fast-evolving customer service landscape, the integration of AI, such as Copilot and autonomous agents, is transforming how businesses interact with their customers. However, this advancement brings about the need for clear and precise ...
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Contact centers play a crucial role in delivering exceptional customer support and driving business growth. With the rise of digitalization and advanced technologies, AI and automation have become essential for streamlining operations, improving e...
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We’re excited to share that as of March 5, 2025, Microsoft Dynamics 365 Contact Center has officially become Health Insurance Portability and Accountability Act (HIPAA) compliant. This significant achievement highlights our dedication to security,...
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Contact center managers can use Copilot Studio Survey in the Contact Center admin center to dynamically respond to customer feedback. Traditionally, management can take a long time to act on the feedback that customers provide. Additionally, ma...
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On April 1, 2026, we will be deprecating the Microsoft Dynamics 365 Unified Service Desk (USD) with CRM Online application with an end of support date of June 30, 2028. We are encouraging customers to use this extended deprecation period to transi...