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AI in sales: Applying historical lessons to modern challenges 

AI in sales: Applying historical lessons to modern challenges 

The way sellers sell will change dramatically due to AI. In the ever-evolving landscape of sales, technology has consistently played a pivotal role in shaping strategies and outcomes. Each technological disruption has brought challenges and opportunities, from the...

The power of proactive engagement in Dynamics 365 Contact Center

The power of proactive engagement in Dynamics 365 Contact Center

Let’s face it—customers don’t just want fast service anymore. They want businesses to know what they need before they even ask. Whether it’s a reminder about a missed payment, a heads-up about a delivery delay, or a quick check-in after a dropped call, customers...

Seamless scheduling across time zones in Dynamics 365 Field Service

Seamless scheduling across time zones in Dynamics 365 Field Service

The schedule assistant on the schedule board receives a new feature that enables time zone agnostic scheduling. It’s designed to eliminate the complexities of time zone conversions, and it simplifies the process of scheduling resources across time zones.   Address...

What’s new in Copilot Studio: May 2025 

What’s new in Copilot Studio: May 2025 

In this edition of our monthly roundup, we're recapping the biggest news from Microsoft Build 2025 and announcing new resources for Copilot Studio adoption and training.  The post What’s new in Copilot Studio: May 2025  appeared first on Microsoft 365 Blog.

Unlock the power of record routing with real-time analytics

Unlock the power of record routing with real-time analytics

Running an effective contact center requires real-time insights into key operational metrics. Dynamics 365 Customer Service introduces real-time analytics for record routing, a practical tool that helps supervisors monitor and manage contact center performance as it...

Improve contact center operations with shift-based routing

Improve contact center operations with shift-based routing

Delivering timely, high-quality support requires more than skilled customer service representatives. It demands smart, real-time task assignment aligned with representatives’ availability. Shift-based routing in Dynamics 365 Contact Center introduces a powerful...

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