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AI-powered proactive engagement and conversational journeys with Microsoft Dynamics 365 in public preview
Customers don’t just want fast service—they expect businesses to stay one step ahead. Today’s customers want companies to anticipate their needs before they even ask, for example: sending a reminder before a payment is late; giving a heads-up when a delivery is...
Researcher and Analyst are now generally available in Microsoft 365 Copilot
We’re excited to announce the general availability of Researcher and Analyst, two first-of-their-kind reasoning agents designed specifically for work. The post Researcher and Analyst are now generally available in Microsoft 365 Copilot appeared first on Microsoft 365...
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...
Intent-based routing transforms customer support with AI
In today’s fast-paced digital world, providing exceptional customer service is more important than ever. One of the latest innovations in this field is intent-based routing, a capability that leverages generative AI to enhance customer interactions and streamline...
Email editor template changes in Dynamics 365 Customer Service
We are introducing an important update to streamline and modernize how email templates are created and edited. As of May 23, 2025, we are deprecating the legacy email template rich text editor and enhanced email template editor and moving to a single, modern email...
The autonomous enterprise: How generative AI is reshaping business applications
Today at Microsoft Build 2025, we’re excited to announce the new Model Context Protocol (MCP) servers for Microsoft Dynamics 365 ERP and CRM business applications. These MCP servers will help remove the tedious work of connecting systems together to build agents and...
Multi-agent orchestration, maker controls, and more: Microsoft Copilot Studio announcements at Microsoft Build 2025
Explore powerful features in Microsoft Copilot Studio announced at Microsoft Build 2025, including multi-agent orchestration and more developer tools. The post Multi-agent orchestration, maker controls, and more: Microsoft Copilot Studio announcements at Microsoft...
Introducing Microsoft 365 Copilot Tuning, multi-agent orchestration, and more from Microsoft Build 2025
Today at Microsoft Build 2025, we announced Microsoft 365 Copilot Tuning—a new, low-code capability in Microsoft Copilot Studio for every organization to tune AI models using their own company data, workflows, and processes—all without needing a team of data...
Enhance supervisor visibility by monitoring waiting chats
In an asynchronous chat setup, it’s common for service representatives to place conversations in a waiting state — For example, they are waiting for the customer to respond with additional details. Now, supervisors using Dynamics 365 Contact Center and Dynamics 365...
Use presence-based assignment to reduce customer wait time
Automated assignment in unified routing enables organizations to efficiently direct customer queries to the most suitable service representatives. To ensure swift response to customers, organizations can use the presence-based assignment functionality to select and...
Boost your team’s performance with the Adherence Tracker
Maintaining adherence to schedules and ensuring that service representatives are consistently available during their shifts is crucial for delivering exceptional customer service. The Adherence Tracker in Dynamics 365 Contact Center helps organizations monitor and...
Empower your Contact Center workforce with shift bidding and swapping
Efficient workforce management involves flexibility in shift assignments, enabling service representatives to maintain work-life balance and ensuring consistent operational coverage. Dynamics 365 Contact Center provides robust solution for shift swapping and shift...
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