In today’s fast-moving world, it’s not enough to just hear what customers say—you need to understand what they really mean. Whether they’re talking to a voice agent (IVR) or chatting with a virtual agent, it’s important that the technology behind the scenes can truly...

In customer service, efficient workload distribution is vital for high customer satisfaction and operational efficiency. Unified routing capabilities in Dynamics 365 Customer Service and Dynamics 365 Contact Center help organizations continuously fine-tune their...

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...

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...

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...

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...

2025’s Gartner® CFO & Finance Executive Conference featured sessions and hands-on product demonstrations from finance and operations providers covering growth strategies, cost management tools, and of course, AI in finance. I’ve had the pleasure of attending for a...

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...

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...