We are excited to announce that Microsoft Dynamics 365 Contact Center has achieved HITRUST risk-based, 2-year (r2) certification—one of the industry’s most rigorous benchmarks for healthcare data security in cloud-based solutions.  This milestone comes at a time when...

In today’s voice-first world, it’s not enough for systems to simply hear what users say. They need to understand it with precision.  In high-stakes environments like healthcare, finance, or enterprise IT, voice interfaces must balance natural conversation with strict...

We’re thrilled to announce today the general availability of Teams Phone extensibility for Microsoft Dynamics 365 Contact Center. This milestone marks the next chapter in our commitment to modernizing customer engagements and empowering organizations to deliver...

In modern contact centers, operational efficiency hinges on how quickly service representatives can transition between customer interactions. One often overlooked but critical phase is the wrap-up period—when service representatives finalize notes, update records, and...

If you’re in sales and concerned that AI-generated outreach email might turn customers off, you’re not alone. Many sellers worry that automated outreach can feel impersonal, potentially eroding trust and damaging relationships. But our recent study paints a different...

Forward-looking organizations of all sizes that are looking to grow, scale, and accomplish more with the tools that they have today understand that managing financial data alone is not enough. These businesses need tools that centralize, manage, and optimize business...

For organizations that rely on frontline workers to service and maintain assets in the field, the offline-first experience in Dynamics 365 Field Service Mobile has long been a lifeline. Whether at factory floors, remote oil fields, or underground facilities, your...

With the latest July 2025 updates to the Customer Intent Agent, Microsoft is accelerating the journey toward fully autonomous contact centers. These enhancements empower organizations to leverage AI agents that not only understand customer intent but also automate the...

We’re excited to announce two enhancements to Dynamics 365 Contact Center, powered by Azure Communication Services (ACS): SMS mobile numbers and SMS short codes. These capabilities significantly expand our global SMS footprint. Moreover, they provide businesses with...

With the latest updates to the Case Management Agent (CMA) in Dynamics 365 Customer Service, Microsoft is helping organizations accelerate their evolution into frontier firms. These organizations lead by empowering AI agents to run entire business processes while...