As customer support organizations scale, maintaining consistent service quality becomes a challenge. Manual quality reviews are time-consuming, subjective, and often fail to cover the full spectrum of agent interactions. The Quality Evaluation Agent (QEA) in Dynamics...

Tariffs change at lightning speed, threatening profits and forecasts. But for companies that stay ahead, volatility can become an edge—unlocking smarter sourcing decisions and resilience competitors can’t match. The 4,400-page Harmonized Tariff Schedule alone changes...

As customer service representatives juggle multiple cases, tabs, and applications throughout their day, interruptions—whether from browser crashes, accidental closures, or system reboots—can be costly. That’s why session restore, also known as app session restore,...

Across industries, organizations are transforming how they deliver value. From engineering to IT services to internal PMOs, leaders are rethinking their operating models to become more service-centric—where success depends on how efficiently projects are delivered,...

In today’s fast-paced digital world, customers expect more than just plain text when interacting with businesses. Traditional text-based conversations can be inefficient. This is especially true when customers need to exchange detailed information, explore options, or...

Business leaders are facing a new reality. AI and agents are transforming traditional systems of record into systems of action, becoming applications that not only store data but use it to drive decisions and outcomes. In this new model, the user experience becomes...

In today’s hyper-competitive business landscape, sales leaders face a relentless challenge: how to drive growth, outpace competitors, and make smarter decisions faster in a resource constrained environment. Thankfully, the promise of AI in sales is no longer...

The Finance solution in Microsoft 365 Copilot is now generally available  Finance plays a critical role in helping organizations make confident, data-driven decisions. Yet despite decades of automation, much of finance work still happens in spreadsheets and emails....

As customer service teams strive to deliver faster, more personalized support, the need for tailored productivity enhancements has never been greater. With the introduction of custom productivity tools in Dynamics 365 Copilot Service Workspace (CSw), organizations can...

We are excited to introduce sensitive data redaction in Dynamics 365 Contact Center, a major advancement in privacy-first AI for customer service. This new capability empowers organizations to deliver intelligent voice experiences while ensuring...