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Diagnostics and telemetry for Dynamics 365 Contact Center voice channel

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...

Introducing the new summary experience in Dynamics 365 Sales

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...

NLU+: Fine-tuned language intelligence for smarter conversations 

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...

Use least active routing on messaging channels 

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

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.

Try Desktop companion application for Dynamics 365 Contact Center

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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