An update is coming to the closed conversation form in Dynamics 365 Contact Center.  If the administrator has enabled the option, service reps can view the recordings and transcripts at the end of the conversation. They can also view sentiment analysis, key metrics,...

We’re pleased to share that the previously announced Sales Order Agent for Microsoft Dynamics 365 Business Central is now available for customers in paid public preview. The first prebuilt agent in Business Central represents an important milestone in the changing...

In today’s rapidly evolving manufacturing landscape, staying ahead of the curve is not just an option—it’s a necessity. A new white paper titled “The Business Value of Microsoft Dynamics 365 for Manufacturers” analyzes how manufacturers are using Dynamics 365 to...

We’re thrilled to introduce the public preview release of Scheduling Operations Agent, a feature for Dynamics 365 Field Service enabling dispatchers to improve technician schedules quickly and efficiently. Transform dispatching in Dynamics 365 Field Service today! In...

Today, we’re introducing updates that will help centralize user license management and provide clarity for administrators. Starting April 30th, administrators will have access to license usage reporting that shows seats available and seats assigned. For users that...

In today’s fast-evolving customer service landscape, the integration of AI, such as Copilot and autonomous agents, is transforming how businesses interact with their customers. However, this advancement brings about the need for clear and precise terminology to avoid...

Customer expectations continue to grow, with rising demand for seamless, connected, and personalized experiences across sales, marketing, and service. However, meeting these demands can be a complex and expensive undertaking, and legacy applications accessing siloed...

This week, thousands of manufacturers will gather at Hannover Messe 2025 for insights into solutions to unprecedented challenges, from rising energy costs to supply chain disruptions, workforce shortages to geopolitical conflicts. Top of mind for many attendees is how...

Contact centers play a crucial role in delivering exceptional customer support and driving business growth. With the rise of digitalization and advanced technologies, AI and automation have become essential for streamlining operations, improving efficiency, and...

We’re excited to share that as of March 5, 2025, Microsoft Dynamics 365 Contact Center has officially become Health Insurance Portability and Accountability Act (HIPAA) compliant. This significant achievement highlights our dedication to security, privacy, and...