This article is contributed. See the original author and article here.
In this edition of our monthly roundup, we’re recapping new features in Microsoft Copilot Studio that were released in June 2025.
The post What’s new in Copilot Studio: June 2025 appeared first on Microsoft 365 Blog.
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This article is contributed. See the original author and article here.
In addition to the contact center agent desktop, service representatives frequently interact with multiple platforms to participate in meetings and trainings. Also, they might use various tools for managing customer interactions across channels. To prevent overbooking contact center service reps, presence APIs synchronizes their availability and reflects it in real time across all relevant systems.
Dynamics 365 Contact Center provides presence synchronization APIs for server-to-server synchronization. These APIs allow for programmatically accessing and updating the status of service representatives, subscribing to presence change events, and maintaining consistent status updates across platforms. This ensures that service rep availability is accurate across all systems.
To understand the practical application of presence synchronization APIs, let’s consider the example of Contoso Bank. Contoso Bank has developed a collaboration application for their bank managers who handle priority customer calls in Dynamics 365 Contact Center but also need to use the collaboration tool for internal communications. By leveraging the presence synchronization APIs, Contoso Bank can synchronize the availability of managers between the collaboration tool and Dynamics apps. This ensures that when a bank manager is on a call, their status appears in the collaboration tool, preventing any interruptions or overbooking.
Presence APIs offer several key benefits to enhance your contact center operations:
Presence APIs provide several methods to manage service representative availability:
To learn more, read the documentation: Synchronize service representative presence status across multiple systems | Microsoft Learn
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This article is contributed. See the original author and article here.
One year ago, Microsoft launched its Contact Center as a Service (CCaaS) solution, powered by AI. This is built on top of the existing Dynamics 365 Customer Service capabilities. Today, we’re excited to announce the launch of the Desktop companion application (DCA) to further seamlessly allow service representatives and customers to speak more reliably and efficiently.
Web crashes, freezes, and refreshes occur as a part of routine service. But what if these web glitches didn’t have to disrupt your service?
We built DCA to ensure representatives and customers stay connected during web application malfunctions. This vision is already enhancing customer service outcomes at scale. Customers across the world, including VIVID, use DCA daily after starting as our first preview customer months ago.
VIVID is a major housing provider that used our CCaaS solution to transform both the customer and employee experience. Call abandonment rates have plummeted, average speed to answer has fallen from six minutes to under a minute, and digital engagement has surged. Since adopting the platform, customers have seen faster first responses, a decrease in Bluetooth connectivity issues, and calls handled with increased reliability without call drops.
“Our calls are connecting quicker. It’s so speedy for agents to be able to answer the call and talk directly to them. The delay between accepting calls and being able to hear the customer has gone.” – VIVID
Explore how VIVID enhanced customer and staff experiences
Once the admin for the organization installs DCA onto all service representatives’ machines, reps will be able to see all the important details of a call on the DCA screen. These details include calls on hold, active calls, and mute and end call buttons. The bottom line shows the connectivity status of DCA, and in the web application, a web browser extension does the same.
Further, CSRs can set their own language and device settings while checking for updates in the Settings tab.
With the Desktop companion application (DCA), contact centers can ensure a faster, more reliable calling experience for customers. Additionally, service reps can work more effectively with fewer disruptions.
Watch a quick video introduction.
Read the documentation:
The post Try Desktop companion application for Dynamics 365 Contact Center appeared first on Microsoft Dynamics 365 Blog.
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This article is contributed. See the original author and article here.
AI presents both a once-in-a-generation opportunity and a challenge to help every employee conquer the infinite workday.
The post How Microsoft 365 Copilot and agents help tackle the infinite workday appeared first on Microsoft 365 Blog.
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This article is contributed. See the original author and article here.
Callbacks are a powerful way to reduce wait times and improve satisfaction. They allow customers to choose when they want to be contacted, eliminate the frustration of long hold times, and help contact centers manage customer service representative (CSR) workloads more efficiently. When implemented thoughtfully, callbacks can increase first-contact resolution, reduce abandonment rates, and improve overall customer trust and loyalty.
With Dynamics 365 Contact Center’s CCaaS APIs, you can build intelligent callback workflows that respect customer preferences.
You can use this API to schedule the callback within the customer’s preferred time window.
Key Parameters:
Sample Request:
{
"ApiVersion": "1.0",
"ProactiveEngagementConfigId": "cbbac510-3e66-ef11-a671-6045bd03d9d8",
"DestinationPhoneNumber": "+123456798",
"ContactId": "761e062f-c734-ef11-8e4f-00224808a166",
"Windows": [
{ "Start": "2024-09-10T13:00:00Z", "End": "2024-09-10T15:59:59Z" },
{ "Start": "2024-09-11T13:00:00Z", "End": "2024-09-11T15:59:59Z" }
],
"InputAttributes": {
"type": "callback",
"customerNotes": "my printer is mixing colors"
}
}
When a customer visits your support or contact page, a callback widget can offer immediate or scheduled callback options based on business hours and queue configurations.
In industries like banking, insurance, or healthcare—customers often request help from their mobile app. Instead of routing them to a potentially long queue, the app can offer a “Call me now” (if it determines that the CSRs are available) or “Schedule a callback” option.
When a chatbot reaches the limits of its capabilities, it can offer a callback instead of transferring to a live CSR. The bot can schedule the callback using the proactive voice delivery API.
With CCaaS APIs, your IVR can detect when queues are full and offer a callback option to customers if the wait times are high.
By combining availability checks with scheduled callbacks, you can deliver callbacks that are timely, efficient, and customer friendly while optimizing CSR utilization.
To learn more, read the documentation: Use CCaaS_CreateProactiveVoiceDelivery API.
The post Smarter callbacks with availability-aware scheduling CCaaS APIs appeared first on Microsoft Dynamics 365 Blog.
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