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Diagnostics and telemetry for Dynamics 365 Contact Center voice channel
In today’s connected world, voice communication remains a cornerstone of customer engagement. Whether it’s a support call for customer service or a telehealth session with a doctor, call quality and reliability are critical. That’s where our enriched telemetry and...
Microsoft named a Leader in the 2025 Gartner® Magic Quadrant™ for Sales Force Automation Platforms
For decades, growing revenue in business-to-business (B2B) sales meant expanding the sales team. More sellers, more deals. But AI is providing a once-in-a-generation opportunity to reimagine customer relationship management (CRM), and business leaders are keen to use...
Introducing the new summary experience in Dynamics 365 Sales
We’re excited to announce a major upgrade to how sellers interact with Copilot summaries in Dynamics 365 Sales. Beginning with the 2025 Release Wave 2, Copilot summaries for Opportunities, Leads, and Accounts will appear directly at the top of the record in a sleek...
Business Central and IRS 1099 Reporting in the USA: An Important Shift Ahead
IRS 1099 reporting is a critical compliance process in the United States, requiring businesses and financial institutions to report various types of non-employee income—such as payments to freelancers, interest, dividends, and rent—to the Internal Revenue Service...
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...
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