Marcus Schmidt and Kristine Risberg | April 2026 | CRM Dynamics 365 Community Call

In the April 2026 #CRM-focused Community Call, Microsoft's Marcus Schmidt and Community guest Kristine Risberg focused on #Dynamics365 Contact Center and Customer Service. What You’ll Learn in this Call How Microsoft is blending M365 Copilot with Dynamics 365 Customer Service to unify agent experiences Key analyst insights from recent Forrester and Gartner evaluations of Customer Engagement platforms New capabilities in case management including sentiment analysis and simulation testing Advances in proactive customer engagement via SMS and compliant outbound voice Enhancements to Quality Evaluation Agent for case and conversation review Workforce forecasting powered by historical and contextual data using AI Secure call recording with consent-based controls and speaker separation Mid-chat authentication and OAuth 2.0 support for live chat widgets How Azure Application Insights enables end-to-end visibility across contact center journeys Using telemetry to diagnose routing failures, dropped calls, and assignment issues Creating real-time dashboards to monitor system health and customer interaction flows Bridging business and IT insights through structured conversation lifecycle data