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...

As Microsoft continues innovating and investing in cloud solutions and technologies that help customers enhance productivity and streamline business processes, we are announcing updates to Dynamics GP and Dynamics SL product availability. Migrate your data seamlessly...

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...

CRM systems have come a long way since their inception in the 1990s. What began as digital rolodexes evolved over the decades to accommodate cloud hosting, mobile access, and integrations across an organization’s tech stack. But for many businesses, the core...

Retail is constantly evolving, shaped by changing consumer behaviors, new technologies, and unpredictable macroeconomic shifts. While digital channels continue to grow, physical retail remains a cornerstone of the shopping experience. As Gartner® puts it, “Despite the...