Announcing new agentic customer experience capabilities in Dynamics 365 and Microsoft Copilot Studio across the entire customer lifecycle. For years, customer experience (CX) leaders have navigated hard tradeoffs between better…
Turning customer experience into a growth engine
Introducing Expense Agent in Dynamics 365 Business Central
Every organization—regardless of size—incurs employee expenses for travel, meals, office supplies, mileage, per diem, and more. When these expenses are managed without a structured, automated process, companies may face higher administrative overhead and…
Meet Your Agentic Contact Center
For years, contact centers have shouldered some of the most persistent challenges in customer experience. They’re expected to help differentiate brands, improve customer retention, surface new revenue opportunities, and reduce…
Becoming a Frontier Manufacturing Firm: Agentic decisions across the manufacturing value chain
Manufacturing leaders today are under constant pressure: volatile demand, fragile supply networks, inventory risk, and zero tolerance for missed customer commitments. Plants must protect margins and maintain uptime while responding to disruption…
Take the Guesswork Out of Project Quoting with What-if Analysis in Dynamics 365 Project Operations
Make smarter, faster, and more confident quote decisions—right where you work. Project quoting has always required a careful balance—aligning profitability with competitiveness, staffing strategies with delivery costs, and customer expectations with business…
Trigger post-call actions using caller hang-up events
In contact centers, a voice conversation does not end when the call disconnects. That’s when critical work begins – logging outcomes, updating systems, triggering workflows, and ensuring compliance. Yet today, post-call actions are often…
All Transfer Capabilities in Dynamics 365 Contact Center
In today’s customer-focused landscape, every interaction matters. Modern contact centers must quickly connect customers with the right expert through voice, chat, or digital channels. Effective transfer options are critical—especially in multi-intent conversations, where a customer may start…
Better Collaboration, Better Care: All Consult Capabilities in Dynamics 365 Contact Center
In modern contact centers, not every customer question can be resolved by a single representative. Complex interactions often require quick collaboration—bringing in subject matter experts, supervisors, or external partners—without breaking…
Enable accelerated growth with confidence: A Forrester TEI study projects more than 200% ROI over three years and six-month payback using Dynamics 365 Business Central
Growth is exciting—but it introduces complexity. As small and midsize businesses scale, finance and operations become harder to manage. Transactions increase, reporting requirements expand, and disconnected systems start to strain…
Introducing Service Agent in Microsoft 365 Copilot
A new way to bring service workflows, insights, and actions directly into Copilot Microsoft 365 Copilot is becoming the primary interface for how people get work done. As more teams…