Customer experience leadership in the age of AI is undergoing a massive transition. Leaders are expected to act in the moment, but the systems, incentives, and data around them are often not designed to support it. The Microsoft…
Workforce engagement management in Dynamics 365 helps organizations plan and manage a combined human and AI workforce, operate in real time, and continuously improve service quality. People and AI working…
Field service organizations rely on accurate, timely information to support day‑to‑day operations. With the latest improvements to the Dynamics 365 Field Service mobile app, we’re helping frontline workers stay productive…
In this article How agentic ERP can transform source-to-pay Reimagining source-to-pay using Microsoft 365 Copilot Cowork Streamline operations further with the Procurement Agent in Dynamics 365 Connect procurement decisions to…
Today marks the general availability of Dynamics 365 Sales and Service plugins for Copilot Cowork. Over the last few releases, my teams have built a rich family of agentic capabilities…
Most contact center platforms still treat routing as the defining moment in a conversation. But the customer journey continues to evolve after that first decision. Intent changes. Wait times increase….
For years, contact centers have relied on traditional IVR scripted workflows to manage customer conversations. While effective for predictable tasks, these solutions become brittle as interactions grow more complex or…
Email Classification adds intelligent context to enhance Automatic Record Creation (ARC) and enable a smarter service flow. As emails arrive, classification evaluates content and context upfront before any case is…
Unifying service activity into a continuous, connected experience Service work rarely happens in isolation. What looks like a single repair or maintenance visit is usually one step in a broader…
The Quality Evaluation Agent (QEA) in Dynamics 365 Customer Service now supports email evaluations, available in Public Preview. The same structured evaluation framework that powers consistent, automated quality assessments across…
