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Next-Gen Retail Payments: Trends, Tech, and Transformation using Dynamics 365 Commerce + Adyen
In today’s retail landscape, payments have evolved into a strategic inflection point—where customer expectations, brand trust, and operational efficiency converge. No longer just the final step in a transaction, payments shape the overall customer experience and...
2025 release wave 2 plans for Microsoft Dynamics 365, Microsoft Power Platform, and Role-based Microsoft Copilot offerings
We’re entering the age of AI agents, a transformative moment reshaping the landscape of business applications and platforms. AI agents aren’t just making incremental improvements, they’re helping to redefine productivity and can fundamentally change how work gets...
NLU+: Fine-tuned language intelligence for smarter conversations
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...
Improving IT efficiency with Microsoft Security Copilot in Microsoft Intune and Microsoft Entra
Announcing the general availability of Microsoft Security Copilot capabilities for IT with Microsoft Intune and Microsoft Entra. The post Improving IT efficiency with Microsoft Security Copilot in Microsoft Intune and Microsoft Entra appeared first on Microsoft 365...
Use least active routing on messaging channels
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...
What’s new in Copilot Studio: June 2025
In this edition of our monthly roundup, we're recapping new features in Microsoft Copilot Studio that were released in June 2025. The post What’s new in Copilot Studio: June 2025 appeared first on Microsoft 365 Blog.
Synchronize service rep availability across platforms with presence APIs
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...
Try Desktop companion application for Dynamics 365 Contact Center
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...
Showing SharePoint Documents Grid on a Form Tab in Dynamics 365 CRM
Here's how you can add a Documents Tab to the main form in Dynamics 365 CRM. The post Showing SharePoint Documents Grid on a Form Tab in Dynamics 365 CRM appeared first on D365 Demystified.
How Microsoft 365 Copilot and agents help tackle the infinite workday
AI presents both a once-in-a-generation opportunity and a challenge to help every employee conquer the infinite workday. The post How Microsoft 365 Copilot and agents help tackle the infinite workday appeared first on Microsoft 365 Blog.
Smarter callbacks with availability-aware scheduling CCaaS APIs
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...
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...
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