Growth is exciting—but it introduces complexity.  As small and midsize businesses scale, finance and operations become harder to manage. Transactions increase, reporting requirements expand, and disconnected systems start to strain visibility and margins. What once...

In modern contact centers, not every customer question can be resolved by a single representative. Complex interactions often require quick collaboration—bringing in subject matter experts, supervisors, or external partners—without breaking the flow of the...

In today’s customer-focused landscape, every interaction matters. Modern contact centers must quickly connect customers with the right expert through voice, chat, or digital channels. Effective transfer options are critical—especially in multi-intent conversations,...

As organizations continue to seek ways to differentiate through exceptional customer service, many are turning to emerging agentic AI capabilities as a catalyst for transformation. However, the promise of agentic service—better experiences, greater efficiency, and...

In this article Highlights from Dynamics 365Highlights from Microsoft Power Platform and Microsoft Copilot StudioUpdates to role-based agents in Microsoft 365 Copilot We’re entering a new era of AI-powered business applications, and today we’re excited to publish the...

We’re pleased to introduce a new capability for Dynamics 365 Finance and Operations archive with Dataverse long-term retention: parallel processing for archive jobs. This enhancement allows the Archive job scheduler to run multiple archive jobs at the same time,...

Work is changing at a structural level. Three forces are converging. The interface layer is shifting to AI assistants. Agents handle workflow orchestration. And an intelligence layer is consolidating information across structured and unstructured sources. Together,...