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SharePoint at 25: How Microsoft is putting knowledge to work in the AI era
Twenty-five years ago, SharePoint set out to help people share knowledge and work better together, a mission that today operates at extraordinary scale. The post SharePoint at 25: How Microsoft is putting knowledge to work in the AI era appeared first on Microsoft 365...
Building Smarter Observability for Agentic ERP World using Dynamics 365
As enterprise workloads become more agentic, the expectations of ERP systems—and the teams that operate them—are shifting. Batch jobs, workflow orchestration, data import/exports, and background processes are no longer “just” technical plumbing–they are critical...
Forrester studies project more than 100% ROI for enterprises and 16-month payback for midmarket organizations using Dynamics 365 ERP
Enterprise resource planning (ERP) decisions are among the most consequential investments a business can make; shaping how organizations operate, scale, and compete for years to come. Yet many ERP transformations have historically carried risk: high costs, long...
Announcing Desktop Companion App (DCA) support for Dynamics 365 Contact Center Embedded in Third-Party CRMs
We’re excited to introduce Desktop Companion App (DCA) support for Dynamics 365 Contact Center in Embedded mode, delivering lower latency, improved reliability, and resilient voice continuity when Customer Service Reps (CSR) work inside third party (3P) CRM...
Reimagining Secure Customer Interactions with Secure Consult & Transfer
Empowering contact centers to safely handle sensitive, high‑trust customer journeys Delivering secure, compliant, and seamless customer experiences is no longer optional — it’s foundational. Across industries such as financial services, healthcare, and public sector,...
Microsoft Sovereign Cloud adds governance, productivity, and support for large AI models securely running even when completely disconnected
Microsoft Sovereign Cloud's expansion of capabilities includes Azure Local disconnected operations, Microsoft 365 Local disconnected, and Microsoft Foundry addition of large model and modern infrastructure capabilities. The post Microsoft Sovereign Cloud adds...
Announcing End of Support for Dynamics 365 Project Service Automation (PSA) on the U.S. Government cloud
On March 19, 2024, we announced that support for Dynamics 365 Project Service Automation on the commercial cloud will end on March 31, 2025. As planned, end of support went into effect on that date. Today we are announcing the end of support for Dynamics 365 Project...
The ultimate Microsoft 365 community event returns—your front‑row seat to the future of intelligent work
This event is your front-row seat to everything new and next across Microsoft 365—with hundreds of opportunities to learn directly from product makers and connect with the best community in tech. The post The ultimate Microsoft 365 community event returns—your...
General Availability of Quality Evaluation Agent’s conversation capabilities
Quality Evaluation Agent in Dynamics 365 Customer Service and Dynamics 365 Contact Center is an AI-led evaluation framework that empowers teams to deliver consistent, scalable quality oversight and automate quality evaluations across customer interactions. Beginning...
Evaluating AI Agents in Contact Centers: Introducing the Multi-modal Agents Score
As self-service becomes the first stop in contact centers, AI agents now define the frontline customer experience. Modern customer interactions span voice, text, and visual channels, where meaning is shaped not only by what is said, but by how it’s said, when it’s...
Measuring What Matters: Redefining Excellence for AI Agents in the Contact Center
The contact center industry is at an inflection point. AI agent performance measurement is becoming essential as contact centers shift toward autonomous resolution. Gartner predicts that by 2029, AI agents will autonomously resolve 80% of common customer service...
The Key Facets of AI Evaluation in the Contact Center
As AI becomes central to contact center operations–powering every customer engagement channel–evaluation is no longer a back-office technical exercise. Evaluation is a critical business capability directly impacting customer experience, operational effectiveness, and...
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