In an increasingly connected world, organizations engage customers across diverse cultures, languages, and legal frameworks. A product or service feels most trustworthy when it shows respect for local customs, acknowledges…
Introducing Governance in Dynamics 365 Customer Service: A New Era of Policy-Driven Communication
Bringing End‑to‑End Visibility to Customer Service and Contact Centers with Screen Recording in Dynamics 365
Modern customer experiences don’t live in a single system or interaction type. Whether agents resolve complex cases in Dynamics Customer Service or manage live conversations in Dynamics Contact Center, the quality of an interaction often depends on…
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…
Turning customer experience into a growth engine
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…
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…
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…
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…
Meet the Contact Center Champions Driving the Future of Customer Experience
Behind every modern contact center transformation is a group of passionate practitioners: people who don’t just adopt technology but shape how it’s used, challenged, and improved. The Contact Center Champions…
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…