Microsoft Contact Center Intelligence: Transforming customer experience at agentic speed
Introducing Microsoft Contact Center Intelligence, bringing purpose-built agents and analytics to contact centers to modernize customer experiences.
IT decision maker
Discover the latest updates, expert insights, and practical tips on leveraging Dynamics 365 to drive business success. Learn about new features, best practices for system management, and success stories from businesses using Dynamics 365. Enhance your decision-making with valuable content tailored for IT decision makers.
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From live streaming to real-time action: Real-time streaming analytics in Microsoft Dynamics 365 Contact Center
What if supervisors could act on operational issues before customers feel the impact? New real-time streaming analytics in Dynamics 365 Contact Center provide live insights into queues, conversations, and workforce performance, helping teams move from monitoring to action faster than ever. -
Work IQ: Business and workplace intelligence in the flow of work
Work IQ now grounds Microsoft Copilot and agents in your core business data from Microsoft Dynamics 365 and Microsoft Power Platform. -
Workforce management meets AI: WEM MCP tools for Dynamics 365 Service Agent
Workforce Engagement Management (WEM) MCP tools for Dynamics 365 Service Agent bring workforce actions into Copilot, Microsoft Teams, and Outlook. -
Build a connected foundation for Supplier Engagement and agentic AI with Microsoft Dynamics 365 Supply Chain Management
Supplier Engagement in Dynamics 365 Supply Chain Management helps organizations connect supplier experiences, procurement operations, and business data while creating a stronger foundation for AI and agentic business processes. -
Breaking the Company Boundary: Cross-Legal-Entity Fulfillment and Advanced Warehouse Support in DOM
Cross-Legal-Entity Fulfillment Optimization in Dynamics 365 enables organizations to source inventory across participating legal entities, automate intercompany transactions, and improve fulfillment decisions with Distributed Order Management. -
Announcing Shift Rotation Policies: automated shift rotations at scale
Introducing Shift Rotation Policies in Dynamics 365 Workforce Management, a new capability that automates rotating schedules, improves operational consistency, and reduces manual scheduling effort -
Microsoft named a Leader in the 2026 Gartner® Magic Quadrant™ for CRM Sales Platforms for the sixteenth consecutive year
Microsoft has been named a Leader in the 2026 Gartner® Magic Quadrant™ for CRM Sales Platforms. -
Microsoft enhances the Implementation Portal for Dynamics 365 with business process visualization
Access Microsoft Business Process Catalog diagrams directly in the Dynamics 365 Implementation Portal to align stakeholders and improve implementation planning. -
Supplier Engagement in Dynamics 365 Supply Chain Management is now available in public preview
Supplier Engagement, now in public preview for Dynamics 365 Supply Chain Management, helps organizations streamline supplier onboarding, lifecycle management, and collaboration from a centralized workspace. -
Governance in the Quality Management agent is now generally available
Governance in Dynamics 365 Customer Service helps organizations evaluate outbound emails and attachments against business-defined policies before delivery, reducing risk and ensuring compliant customer communications. -
Bring Dynamics 365 Customer Service to MCP-compatible AI clients: Customer Service MCP Server is now generally available
The Dynamics 365 Customer Service MCP Server is now generally available, enabling MCP-compatible AI clients to securely access customer service data, cases, knowledge, and workflows through a standardized connection model.
