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...

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...

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...

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...

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...

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...

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...

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...

Managing time-off requests efficiently is crucial for maintaining a balanced and productive work environment. Dynamics 365 Contact Center provides an intuitive solution enabling service representatives to request, track, and manage their leave seamlessly. This...