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At Microsoft Ignite 2025, we introduced new capabilities in Microsoft 365 Copilot to help every customer become Frontier—including Work IQ, Word, Excel, and PowerPoint agents in chat, and Agent 365.
This article is contributed. See the original author and article here.
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 interface—but until recently, this capability was limited to a single, out-of-the-box app. That’s changing. With the introduction of custom multisession apps, organizations can now build and deploy multiple tailored workspace applications, each with its own sessions, productivity tools, and business logic.
Why custom multisession apps?
Many enterprises operate multiple contact centers or service lines, each with unique workflows, security roles, and data models. Previously, these teams were forced to share a single CSw app, leading to complex sitemap configurations, overlapping views, and increased risk during solution deployments
With custom multisession apps, each business unit can now have its own dedicated workspace. This customized approach is streamlining operations and reducing administrative overhead.
This capability is especially valuable for organizations like banks, insurers, and government agencies, where different departments require strict separation of data and UI components. For example, a customer with four contact centers can now deploy four distinct multisession apps, each optimized for its specific audience.
Customer service rep view of a custom multisession app
How it works
Custom multisession apps are built on model-driven apps and enhanced through the Copilot Service admin center. Admins can enable the “Multisession with productivity tools” setting under Workspaces, which wraps the app in the familiar tabbed interface of CSw. Once enabled, the app supports session-based navigation, productivity tools like Copilot, and macros—just like the standard CSW experience.
Developers can further extend these apps using the App Profile Manager (APM) JavaScript APIs. These APIs expose methods like createSession, createTab, and closeSession. This allows for deep customization of session behavior, including launching sessions from external systems or embedding third-party providers.
Real-world adoption
Global organizations are already exploring custom multisession apps to support hybrid personas and dual-licensed users across sales and service scenarios. These apps allow them to consolidate functionality while maintaining the flexibility to tailor experiences per role. Feedback from early adopters highlights the value of maintaining a consistent tabbed layout while introducing new capabilities like Copilot and channel integrations.
What’s next
Custom multisession apps are now generally available. As the feature matures, Microsoft plans to expand support for additional productivity tools, session templates, and cross-app navigation scenarios.
Whether you’re modernizing legacy deployments or scaling your service operations across multiple lines of business, custom multisession apps offer a powerful path forward. They combine the flexibility of model-driven apps with the productivity of CSw.
This article is contributed. See the original author and article here.
Microsoft is pleased to announce that we are making in-country data processing for customers’ Microsoft 365 Copilot interactions available in 15 countries around the world.
This article is contributed. See the original author and article here.
Business Leaders today are under increasing pressure to deliver operational excellence while navigating fragmented systems, manual workflows, and rising expectations for real-time insights. For Frontier Firms, traditional enterprise resource planning (ERP) platforms are no longer sufficient. Businesses now require agentic ERP solutions that enable scalable growth, intelligent automation, and data-driven decision-making.
According to IDC’s May 2025 SaaSPath Survey, 44% of organizations surveyed plan to invest in AI-powered ERP and 22% of organizations surveyed say they plan to replace their current systems if generative AI isn’t included in the next release.1 This marks a pivotal moment for innovation and Microsoft is in the forefront.
We believe this recognition highlights the strength of Dynamics 365, particularly its Copilot and agent capabilities, redefining procure-to-pay and record-to-report processes with intelligent automation, predictive insights, and streamlined integration.
The evolution of Copilot: From assistant to agent
The IDC MarketScape notes, “Microsoft AI strategy is one of the first announced in the industry. It is progressing with Microsoft Copilot, transitioning from an assistant and advisor to an agent. The agents are developing in Microsoft Dynamics 365 as tasks and basic workflow agents, to more encompassing agents across larger business processes. In addition, Microsoft Copilot Studio lets teams design and govern agents, publish them into Microsoft 365 surfaces, and enforce data controls with Microsoft Purview.” For decision makers, this signals a strategic opportunity to drive operational transformation, help reduce manual overhead, and unlock scalable innovation through AI-powered ERP.
Why Microsoft was name a Leader
Microsoft was positioned as a Leader in the 2025 IDC MarketScape for Worldwide AI-Enabled Large Enterprise ERP Applications based on three strengths: “AI vision,” “comprehensive stack,” and “adaptability, extensibility, and improved KPIs.” The IDC Market Scape notes that, “Microsoft Dynamics 365 is designed for AI from the infrastructure through models, data, and orchestration to apps and extensibility layers. It is built for composability, extensibility, config, security, and global scale. References noted they like the full-stack approach.”
This full-stack approach is important. By integrating AI at every layer—from infrastructure to applications, Microsoft ensures that organizations can innovate quickly, scale confidently, and adapt to changing business needs.
Real-world impact: Customer success stories
The true measure of any technology is its impact on customers. Across industries, Microsoft customers are driving efficiency, flexibility, and intelligence in their operations with Dynamics 365:
Glidewell collaborates with Avantiico to increase sales order processing by 12% with the same workforce, demonstrating the power of intelligent automation.
These stories illustrate what’s possible when organizations embrace AI-powered ERP: streamlined processes, enhanced decision-making, and future-proofed enterprise systems.
Looking ahead: The future of ERP is agentic
As the pace of business accelerates, the need for dynamic, AI-led ERP systems will only grow. The IDC MarketScape suggests that organizations consider Microsoft if they “need to move to a dynamic, AI-led ERP system to bring significant benefits to their organization.” Whether you’re looking to streamline processes, enhance decision-making, or future-proof your enterprise systems, Microsoft is ready to help you lead.
At Microsoft, we believe the future of ERP is agentic—intelligent, adaptive, and deeply integrated with the way people work. We are committed to helping our customers harness the power of AI to drive operational excellence, unlock new opportunities, and achieve more.
Source: IDC MarketScape: Worldwide AI-Enabled Large Enterprise ERP Applications 2025 Vendor Assessment, By: Mickey North Rizza, October 2025 IDC Doc #US52976925e
Source: IDC MarketScape vendor analysis model is designed to provide an overview of the competitive fitness of ICT suppliers in a given market. The research methodology utilizes a rigorous scoring methodology based on both qualitative and quantitative criteria that results in a single graphical illustration of each vendor’s position within a given market. The Capabilities score measures vendor product, go-to-market and business execution in the short-term. The Strategy score measures alignment of vendor strategies with customer requirements in a three-to-five-year timeframe. Vendor market share is represented by the size of the circles.
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