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Service Agent brings Dynamics 365 Customer Service context, insights, and actions directly into Microsoft 365 Copilot. The post Introducing Service Agent in Microsoft 365 Copilot [https://www.microsoft.com/en-us/dynamics-365/blog/it-professional/...
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Dynamics 365 Contact Center consult capabilities enable real-time collaboration across voice and digital channels, helping representatives bring in the right expertise without transfers, repetition, or lost context. The post Better Collaboration,...
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We're taking a significant step forward in bringing agentic business applications to life across Microsoft 365, Dynamics 365, and Microsoft Power Platform. The post A new way of working is taking shape: Frontier Transformation [https://www.micros...
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Custom Neural Voices enable organizations to move beyond generic text-to-speech and create voice experiences that reflect their brand, values, and customer promise—while still benefiting from the scalability and intelligence of AI-driven contact c...
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Quality Evaluation Agent in in Dynamics 365 Customer Service and Dynamics 365 is an AI-led evaluation framework that empowers teams to deliver consistent, scalable quality oversight and automate quality evaluations across customer interactions. T...
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Fluent v2.0 is Microsoft’s next-generation design language, and it’s now fully implemented across all Dynamics 365 Customer Service components. This milestone marks the completion of a comprehensive modernization effort, bringing a unified, intuit...
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Customer service organizations need tailored, high-productivity employee experiences in order to grow and scale. Dynamics 365 Copilot Service workspace (CSw), formerly known as Customer Service workspace, has long offered a robust multisession int...
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Microsoft leads in agentic service, transforming customer engagement with AI and Dynamics 365 in Gartner’s 2025 CRM Magic Quadrant. The post Microsoft is named a Leader in 2025 Gartner® Magic Quadrant™ for CRM Customer Engagement Center [https://...