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 outcomes. 

But evaluating these trade-offs hasn’t always been easy. It often means jumping between tools, manually recalculating numbers, and relying on assumptions to guide critical decisions. 

That’s where What-if Analysis (Preview) in Dynamics 365 Project Operations comes in. 

This new capability brings real-time simulation directly into your quoting workflow—so you can explore options, compare outcomes, and make decisions with clarity before finalizing a quote. 

What Is What-if Analysis? 

What-if Analysis introduces a dedicated simulation workspace within a project quote, allowing you to model changes to quantities and pricing and instantly see their financial impact. 

Instead of working through “what if” scenarios offline, you can now: 

• Explore multiple approaches within the quote 

• Compare their outcomes side by side 

• Apply the most effective scenario when you’re ready 

All without modifying the actual quote until you choose to. 

It’s a more intuitive, controlled way to move from estimation to decision-making. 

Turn Everyday Questions into Clear Answers 

Every project quote involves key decisions: 

• Should work shift to a lower-cost delivery center? 

• What happens if billing rates increase for specific roles? 

• Can you stay competitive while protecting margin? 

With What-if Analysis, these are no longer hypothetical questions. 

As you adjust quantities and pricing, the system instantly recalculates key financial metrics—including revenue, cost, gross margin, and budget variance—so you can clearly see the impact of every change. 

This real-time feedback helps you move quickly from exploration to confident, data-backed decisions. 

How It Works 

Getting started is simple. From the What-if Analysis tab on a Draft quote, you can create a scenario based on the quote’s existing data. Each scenario is isolated, allowing you to experiment freely without affecting the live quote. 

Within the simulation workspace, you can adjust quantities and pricing across dimensions such as resourcing unit, role, or any custom pricing dimension configured in your environment. Whether you’re making high-level adjustments or refining details at the quote line level, the experience is designed to be flexible and intuitive. 

You can create multiple scenarios—each representing a different approach—and compare them side by side. Built-in comparison views highlight differences in financial outcomes, making trade-offs easier to evaluate. 

When you’ve identified the best approach, applying the scenario updates the Draft quote in place—so you can move forward with confidence, without creating a new revision. 

What This Means for You 

What-if Analysis transforms how you approach project quoting—bringing clarity, speed, and confidence into every decision. 

• Make decisions with confidence: Instantly understand how pricing and staffing changes impact revenue, cost, and margin—before committing to a quote 

• Optimize for both competitiveness and profitability: Evaluate trade-offs in real time and choose the approach that best aligns with your goals 

• Reduce reliance on spreadsheets and manual iteration: Keep simulation and decision-making within Project Operations 

• Drive faster, more aligned conversations: Use data-backed scenarios to align stakeholders and move decisions forward 

Instead of relying on assumptions, your team can now explore possibilities, evaluate outcomes, and finalize quotes with confidence—knowing the numbers support the decision. 

Availability and Prerequisites 

What-if Analysis is currently available as a preview feature in: 

• Project Operations Core (Lite deployment) 

• Project Operations integrated with ERP 

To get started, enable the What-if Analysis feature flag in your environment. The What-if Analysis tab will then be available on qualifying Draft quotes. 

A few things to keep in mind: 

• Scenarios can only be created on quotes in Draft status that contain estimates 

• Activated or closed quotes are not eligible 

• If the underlying quote changes, scenarios will need to be recreated 

As with all preview features, we recommend evaluating this capability in a non-production environment. 

The Bottom Line 

Every project quote is a critical business decision. What-if Analysis gives you the tools to approach that decision with clarity—replacing guesswork with real-time insight and manual effort with seamless simulation. 

The result is not just better quotes, but better decisions—ones that are competitive, financially sound, and aligned with your business goals. 

Get Started 

Enable What-if Analysis in your environment today and start turning “what if?” into “we know.” 

Learn More 

We are making constant enhancements to our features. To learn more about What-Analysis in Project Quotations, visit Quote What-if Analysis 

The post Take the Guesswork Out of Project Quoting with What-if Analysis in Dynamics 365 Project Operations  appeared first on Microsoft Dynamics 365 Blog.

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 Community brings together these practitioners from around the world. As customer advocates, they are deeply hands‑on with Dynamics 365 Contact Center. They actively influence product direction and share real‑world insights with peers and Microsoft engineering teams.

Below, we’re spotlighting those champions whose journeys reflect diversity, ambition, and impact. Bookmark this page to stay updated on new champion stories.

Please visit Customer Success Stories | Microsoft for more curated organizational stories.

Sachin Patel
Head of IT Operations,
Sage Homes

As Head of IT Operations at Sage Homes, Sachin Patel leads the organization’s end‑to‑end journey with Microsoft Dynamics 365, supporting a rapidly growing social housing portfolio of nearly 22,000 properties across England. As Sage Homes brought tenant services fully in‑house, the contact center became a critical hub—requiring a platform that could handle high volumes, protect sensitive interactions, and give agents immediate context across customers and properties. Dynamics 365 Contact Center provided the foundation to unify voice, case management, and data into a single operational experience.

Rather than rushing adoption, Sachin’s team focused on building trust in the system, simplifying routing, designing experience‑based skill handling for agents, and reducing friction through a true 360‑degree view of tenants and properties. With Copilot‑powered summaries now embedded into daily workflows, agents can quickly understand long and complex interaction histories. Meanwhile, AI‑assisted chat handles high‑volume inquiries, reducing escalations to human agents by around 30%. Strong governance, reporting, and access controls ensure the platform scales responsibly as Sage Homes expands its use of AI and digital channels. Sachin’s approach reflects what it means to be a Contact Center Champion. He leads with pragmatic adoption, measurable outcomes, and AI deployed only where it delivers real operational value.

“We recently built a new contact center and we’re expecting to get 10,000 virtual customers overnight. We could not have met that demand without the omnichannel capabilities we have in Dynamics 365 Contact Center.“

Read the Sage Homes Story

Lorenz Corradini
Head of Center of Competence for Low Code/No-Code (Coc LCNC)
SIAG – Südtiroler Informatik Ag – Informatica Alto Adige Spa

Lorenz Corradini is leading a major transformation in how public services are delivered in South Tyrol, Italy. As the in‑house IT provider for regional public administration, SIAG supports more than 350 services across 23 domains. It serves citizens through healthcare, education, housing, and digital administration.

Facing over 40 siloed legacy systems and a looming workforce shortage, the team at SIAG adopted Microsoft Dynamics 365 Contact Center to create a unified, data‑driven citizen engagement platform. Early results include 30% AI‑assisted resolution within weeks, faster service delivery, and rapid development of new digital services using Power Platform. Lorenz and team are laying the foundation for a more accessible, multilingual, and scalable model of public service delivery.

“We used to lose valuable citizen data across dozens of disconnected systems. That’s over. With Dynamics 365 Contact Center and Power Platform, every interaction is captured, connected, and actionable. The citizen is finally at the center, and we use that data to get better every single day.

Read the SIAG Story

Kamal Pandey
Lead Develop, Dynamics CRM
Sandvik Coromant

Kamal Pandey plays a key role in scaling a global, B2B contact center supporting manufacturing customers across industries such as automotive, aerospace, mining, and heavy engineering. Based in Sweden, Kamal leads CRM and contact center development for an organization with 3,000+ Dynamics users. In addition, it has four global customer service hubs spanning Europe, the Americas, India, and China.

Sandvik’s contact center runs fully on Dynamics 365 Customer Service and Dynamics 365 Contact Center, handling chat, voice, and email in a multilingual environment. The majority of capabilities are delivered through out‑of‑the‑box configurations. Kamal’s team is actively adopting AI‑driven features—such as quality evaluation agents for scalable coaching. It also takes a thoughtful, trust‑first approach to Copilot adoption. His focus on maintainability, scale, and agent experience shapes Contact Center adoption in complex enterprise B2B environments.

“At a global scale, customer operations demand systems that stay reliable under pressure, and complexity is the default. With Dynamics 365 and the Power Platform, we’ve created a sustainable architecture that supports thousands of users while using AI to enhance, never replace the human touch. For me, great customer experience starts with solid architecture and ends with people empowered to do their best work.”

Read the Sandvik Coromant Story

Watch the Sandvik Coromant demo at Microsoft Ignite.

Rosa Lohman
Business Analyst
GVB

Rosa Lohman supports customer service operations for Amsterdam’s public transport network, including trams, buses, metros, and ferries across the city. Working with a lean team, Rosa oversees how Microsoft Dynamics 365 Customer Service and Contact Center are used to manage voice, email, and web‑based inquiries for approximately 30 customer service agents.

Her team embraced Copilot‑powered call summaries and transcriptions to reduce manual effort and improve efficiency. They are exploring AI‑driven knowledge and case management agents to further optimize service delivery. With a strong focus on insight‑driven improvements, such as identifying automation opportunities for low‑value cases and evaluating digital channels like WhatsApp, Rosa brings a practical, user‑centered perspective to modernizing customer service in the public transportation sector.

Read the GVB Story

The post Meet the Contact Center Champions Driving the Future of Customer Experience appeared first on Microsoft Dynamics 365 Blog.

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 the flow of the conversation or forcing customers to repeat themselves.

Dynamics 365 Contact Center addresses this challenge with powerful consult capabilities, enabling service representatives to collaborate in real time while keeping conversations seamless across voice and digital channels.

To see how these capabilities come together in practice, let’s step inside Contoso Health, a multi‑specialty healthcare provider delivering patient support at scale.

Inside Contoso Health: Coordinated Care Without Disruption

Contoso Health serves thousands of patients every day through its Patient Access and Care Coordination teams. Representatives handle a wide range of interactions—appointment management, referral validation, insurance questions, post‑discharge follow‑ups, and care plan clarifications.

Their goal is simple: connect every patient to the right expertise instantly, without transfers, repetition, or uncertainty.

Here’s how consult capabilities in Dynamics 365 Contact Center make that possible.

Consult with a Representative: Real‑Time Peer Collaboration

Some situations require a quick second opinion before responding to a patient. Rather than transferring the interaction, representatives can consult another service representative or supervisor while keeping the patient on hold.

Contoso Scenario: Referral Eligibility Check

A patient calls to reschedule a specialist appointment and asks whether their referral is still valid. The Patient Access representative initiates a consult with a Scheduling Specialist, who can see the conversation context and confirm referral rules in real time.

What the patient experiences:

• A short, informed hold.
• No handoff or repetition.
• A confident, accurate response from the same representative.

Consult to Queue: Access to Specialized Expertise

When the required expertise isn’t known upfront, representatives can consult an entire specialist queue. Dynamics 365 Contact Center uses routing logic to connect the representative with the most appropriate expert based on skills and availability.

Contoso Scenario: Pre‑Procedure Instructions

A patient asks detailed questions about preparing for an upcoming procedure. The representative consults the Nursing queue, allowing the system to route the consult to an available clinician.

Why it works:

• No manual searching for the right person.
• Faster access to clinically accurate information.
• Safer, more reliable guidance in high‑stakes interactions.

Consult with External Numbers: Coordinating with Healthcare Partners

Healthcare interactions often depend on information outside the organization—insurance providers, labs, or partner clinics. Representatives can consult external PSTN numbers directly from the communication panel.

Contoso Scenario: Insurance Coverage Verification

A patient wants to confirm coverage for a diagnostic imaging procedure. The representative consults the insurance provider via an external number, verifies eligibility, and returns to the patient with confirmed details—without ending the call.

Outcome:

• Verified information in a single interaction
• Fewer callbacks and follow‑ups
• A seamless, unified patient experience across organizations

Consult with Microsoft Teams Users: Bridging Contact Center and Care Teams

Many clinicians and care coordinators work primarily in Microsoft Teams, not the contact center. Dynamics 365 Contact Center allows representatives to consult Teams users directly.

Contoso Scenario: Post‑Discharge Medication Question

A recently discharged patient calls with concerns about medication timing. The representative sees the assigned Care Coordinator is available in Teams and initiates a consult to confirm instructions before responding.

Benefits:

• Faster access to care teams
• No context switching or manual follow‑ups
• Better alignment between service and clinical teams

Filtered Consults: Connecting to the Right Expertise with Confidence

In complex service environments, not every expert, team, or specialist should be available for every consult. An unfiltered list can slow representatives down and increase the risk of engaging the wrong resource. Dynamics 365 Contact Center supports filtered consult experiences, ensuring representatives see only the most relevant queues and users based on organizational rules and roles.

Contoso Scenario: Targeted Consults in Care Coordination

A customer interaction is routed into the Care Coordination queue based on intent. Once the conversation lands in the queue, consult options are filtered. Representatives see only approved specialist queues and users aligned to Care Coordination roles and policies. This ensures consults stay within the correct domain, prevents accidental misrouting, and helps Contoso resolve complex requests efficiently after work enters a specialized queue.

Why it matters:

Filtered consults help Contoso Health maintain clinical accuracy, reduce decision fatigue for representatives, and ensure collaboration happens within the right care boundaries—supporting safer, more confident patient interactions.

Confident Collaboration, Better Outcomes

Great customer experiences depend on confident, well‑informed conversations. Dynamics 365 Contact Center enables representatives to stay in control while collaborating in real time with the right experts—peers, specialist queues, external partners, or Microsoft Teams users.

The primary representative remains the single point of contact, preserving continuity while bringing in additional insight when needed. Customers experience faster resolutions, fewer handoffs, and clearer answers—without repeating themselves or losing context.

Learn more 

To explore the consult capabilities in detail, visit the official documentation: 

• Transfer calls and consult with users | Microsoft Learn
• View the communication panel for conversations | Microsoft Learn
• Enable consult and transfer settings for representatives | Microsoft Learn

The post Better Collaboration, Better Care: All Consult Capabilities in Dynamics 365 Contact Center appeared first on Microsoft Dynamics 365 Blog.

We’re pleased to introduce a new capability for Dynamics 365 Finance and Operations archive with Dataverse long-term retention: parallel processing for archive jobs. This enhancement allows the Archive job scheduler to run multiple archive jobs at the same time, dramatically reducing the time required to archive high volumes of transaction data across legal entities. 

The challenge: Sequential bottlenecks 

Previously, archive jobs within the same scenario were processed sequentially. For organizations operating across dozens of legal entities—each with millions of transaction records in General Ledger, Sales Orders, or other scenarios—this approach created a bottleneck, and archiving could take days or even weeks to complete. 

For example, a multinational organization may have 50–200+ legal entities, each containing one fiscal year of General Ledger transactions. Archiving one legal entity data at a time delays storage optimization, increases SQL Server load, and slows the movement of data into long-term retention in Dataverse. 

The solution: Use Job criteria key partition to enable parallel processing 

Parallel processing introduces the Job Criteria Key—a partition identifier you set when you build the archive job contract. The job criteria key tells the archive job scheduler which archive jobs operate on independent data sets. This allows them to run simultaneously without conflict. 

How it works 

1. Define the partition key — When you build the archive job contract, set the criteria key (typically the legal entity) that represents the data partition. 

2. The scheduler identifies parallel candidates — The archive job scheduler detects that jobs with different criteria keys target non-overlapping records. 

3. Jobs run concurrently — Rather than waiting in a queue, archive jobs for different partitions execute in parallel. 

The zero-overlap guarantee 

The job criteria key depends on one critical invariant: when multiple archive jobs run within the same scenario, each job with a different job criteria key must process a completely distinct set of records with zero overlap. 

For example, if you run two Sales Order archive jobs at the same time—one with job criteria key “USMF” and another with “DEMF”—the records archived by the USMF job must not overlap with those archived by the DEMF job. This is why DataAreaId is a natural choice for many scenarios: it inherently partitions data by legal entity. 

Monitoring parallel jobs 

You can monitor archive jobs running in parallel from the Archive with Dataverse long term retention workspace in Dynamics 365 Finance and Operations. Each job shows its criteria key value, making it easy to confirm which partitions are being processed concurrently. 

Join the private preview 

Parallel processing for archive jobs is currently available in private preview. If you’d like to try this capability in your environment, we’d be happy to have you participate. 

Submit your request to join the private preview 

By joining the preview, you’ll get early access to parallel archive job execution. You’ll also have an opportunity to provide feedback that helps shape the final release. The preview is open to all Dynamics 365 Finance and Operations customers and partners.

The post Support Parallel Processing for Archive Jobs in Dynamics 365 Finance and Operations appeared first on Microsoft Dynamics 365 Blog.

Customer expectations for service interactions continue to rise. They want conversations that are fast, accurate, and increasingly human.

Today, we’re excited to announce Custom Voice for Dynamics 365 Contact Center. It’s a major step forward in delivering more natural, personalized voice experiences across AI-powered customer interactions with as little as 50 voice samples! 

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 centers. 

Why Voice Still Matters in Customer Service 

Voice remains one of the most trusted and emotionally rich channels for customer engagement. Whether resolving an issue, providing updates, or guiding customers through self-service journeys, voice interactions shape how customers perceive your brand. 

Every interaction with a customer is an opportunity to reinforce your brand. With Custom Voices, organizations can ensure their voice interactions match the tone, pacing, and personality customers expect. Voices are calm and supportive, confident and professional, or warm and conversational, enabling richer interactions across automated and agent-assisted workflows. 

By combining advanced neural speech synthesis with Azure AI capabilities and native integration into Dynamics 365 Contact Center, organizations can now offer voice interactions that are: 

• More natural and expressive 

• Consistent with brand identity 

• Inclusive across languages and accents 

• Scalable across highvolume customer scenarios 

Within Dynamics 365 Contact Center, Custom Neural Voices can be used across scenarios such as: 

• Virtual agents and self-service flows 

• Intelligent IVR experiences 

Voice is personal, and with that comes responsibility. Custom Neural Voices are developed and deployed with a strong emphasis on ethical use, transparency, and consent. They are only offered on a limited basis for verified customers and valid use cases. Microsoft’s responsible AI framework guides how these capabilities are offered. This helps organizations use advanced voice technology in ways that respect users and build confidence in AI-driven experiences. 

The Future of Voice in Customer Engagement 

Custom Neural Voices for Dynamics 365 Contact Center represents a significant evolution in how organizations think about voice automation. Rather than treating voice as a transactional tool, this capability makes it a strategic part of the overall customer experience. An experience that is intelligent, expressive, and aligned with the brand. 

Learn more: Set up inbound calling for the voice channel | Microsoft Learn

The post Introducing Custom Voice for Dynamics 365 Contact Center appeared first on Microsoft Dynamics 365 Blog.

As enterprise workloads become more agentic, the expectations of ERP systems—and the teams that operate them—are shifting. Batch jobs, workflow orchestration, data import/exports, and background processes are no longer “just” technical plumbing–they are critical pieces of the operational fabric. They deliver timely financial results, accurate supply chain data, and reliable business intelligence driving process optimization. 

To support this shift, observability needs to evolve beyond simple logs and reactive troubleshooting. Observability needs to provide meaningful insights into execution behavior, performance patterns, and operational context. This ensures IT teams can run ERP with confidence and reliability. 

In Dynamics 365 ERP apps, we’ve long provided integration with Azure Application Insights to help organizations collect telemetry about user activity, failures, and application behavior. Now, with the expansion of batch telemetry signals — including start/stop events, failure data, throttling conditions, thread availability, and queue behavior — administrators and IT architects can gain deeper visibility into the health of critical batch-based workloads.  

Why Observability Matters Now 

ERP observability historically focused on basic monitoring. It observed which jobs were running, whether a job failed, or whether alerts were triggered. These indicators are useful, but they lack operational context. Modern enterprise workloads are increasingly interconnected, and automation driven. Delays or failures in one workload can ripple outward, affecting downstream processes, reporting accuracy, and service delivery. 

At the same time, teams are beginning to rely on AI agents to help monitor, diagnose, and in some cases suggest remediation steps. These tools need high-quality signals to be effective. 

Batch workloads are a prime example. Batch jobs directly impact business outcomes, from overnight posting to inventory sync and settlements.
Without execution insights, teams guess root causes and waste time on manual investigation.

What Batch Telemetry Brings to the Table 

The monitoring and telemetry capabilities in Dynamics 365 ERP enable customers to send application telemetry to Azure Application Insights for analysis and alerting. The recent expansion of telemetry signals for batch workloads builds on this foundation by adding behavioral data specifically for batch execution patterns. 

These signals include: 

• Batch start and stop events to show how long jobs take to run, not just whether they completed. 

• Failure information that correlates with info log entries and execution context. 

• Throttling indicators that highlight contention due to system load. 

• Thread availability data that helps reveal when jobs are waiting because capacity is constrained. 

• Queue depth metrics shows number of waiting tasks for all queues that are part of the Priority Based Scheduling queues.  

Emitting these signals into a customer-owned Application Insights resource means teams can apply their existing monitoring pipelines, dashboards, and alerting logic without changing how data is consumed. 

From Visibility to Insight 

Once batch telemetry data flows into Application Insights, teams can query it using Kusto Query Language (KQL) and build dashboards that correlate workload behavior with other operational metrics.  

This richer observability enables several practical outcomes: 

• Faster investigation of execution behavior without sifting through logs. 

• Trend analysis to detect regressions or capacity bottlenecks before they impact business cycles. 

• More informed capacity planning based on actual observed patterns. 

• Alignment of SLA expectations with real operational performance. 

Here are some real‑world business scenarios that show how telemetry insights are helping customers troubleshoot issues and resolve problems faster. 

A global consumer goods company frequently sees high priority jobs completing late. Batch Queue telemetry exposes queue congestion and thread exhaustion, showing when noncritical tasks bury priority workloads.

It helps surface when priority-based scheduling queues build up and delay time‑sensitive workloads, while also revealing misconfigured priorities that cause jobs to be processed out of order. It further enables teams to closely monitor queue health during cutover or high‑load events, ensuring critical workloads flow smoothly. 

Similarly, a finance team’s bank reconciliation jobs remain “Waiting” for long periods. Thread telemetry reveals thread starvation—jobs were queued, but threads were fully consumed. 

It helps explain why jobs remain stuck in a “Waiting” state by revealing when thread capacity is fully consumed by parallel workloads. It also highlights thread saturation patterns, enabling teams to right‑size AOS batch capacity for smoother, more predictable processing. 

A Foundation for Intelligent Operations 

The expanded telemetry signals are not just a diagnostic tool. They serve as a foundation for smarter operations in an era where agents play an increasing role. High-fidelity Batch telemetry enables experiences like: 

• Automated detection of anomalies based on execution baselines. 

• Correlation of workload performance with business-critical thresholds. 

• Enhanced alerts that tie operational conditions to business impact. 

By making execution behavior more observable and actionable, Dynamics 365 ERP helps teams focus on outcomes, not just symptoms. 

Getting Started 

If you haven’t already configured monitoring and telemetry for your environment, the first step is to integrate your Dynamics 365 ERP instance with Azure Application Insights – refer. Monitoring and telemetry overview – Finance & Operations | Dynamics 365 | Microsoft Learn .  

Once telemetry is configured, expanded batch signals can be toggled on from within system administration and begin flowing to your Application Insights pipeline for analysis.  

Rich observability is a core requirement for running modern ERP workloads, especially as organizations adopt more automation and begin exploring agent-assisted operational tooling. By bringing deeper insight into batch execution behavior, our ERP portfolio apps in Dynamics 365 helps IT teams move from reactive troubleshooting toward proactive reliability and informed decision-making.  

For more details visit Available telemetry – Finance & Operations | Dynamics 365 | Microsoft Learn. 

The post Building Smarter Observability for Agentic ERP World using Dynamics 365  appeared first on Microsoft Dynamics 365 Blog.

We’re excited to introduce Desktop Companion App (DCA) support for Dynamics 365 Contact Center in Embedded mode, delivering lower latency, improved reliability, and resilient voice continuity when Customer Service Reps (CSR) work inside third party (3P) CRM environments. With DCA running alongside the embedded conversation widget, contact centers can maintain active calls even if the browser refreshes or becomes unresponsive without forcing CSRs to leave their CRM workspace. 

Why it matters 

Embedded deployments let organizations use Dynamics 365 Contact Center inside a nonMicrosoft CRM through a lightweight widget, so Customer Service Representatives (CSR) don’t have to switch tools. Pairing that embedded experience with DCA provides a dedicated voice path that’s independent of the browser, helping eliminate dropped or interrupted calls caused by page reloads, page freezes, or tab navigation. The result is faster call setup, steadier audio, and consistent CSR workflows across CRMs. 

Real world outcomes from earlier DCA adopters include reduced average speed to answer and fewer connectivity issues, underscoring the operational value of a desktop resident voice companion. 

What’s new for Embedded mode 

DCA + Embedded widget: a resilient voice experience inside your CRM UI 

• Call continuity during browser events 
  • Active calls remain connected when the CRM page refreshes or becomes unresponsive; CSRs can continue the conversation and regain full web context when the tab recovers. 
• Lower latency, better audio consistency 
  • DCA’s desktop process helps reduce connection delays and smooths device handling, complementing the embedded browser experience 
• Familiar, lightweight controls 
  • CSRs can mute/unmute and end calls from DCA while the embedded widget reloads; when recording or transcription is enabled in the web app, they continue uninterrupted. 
• Built for crossCRM 
  • Works alongside the embedded experience in third party CRMs that host the HTML/JavaScript widget. 

The internal brief for Embedded mode reiterates these benefits specifically for external CRM workspaces, including continuity across inbound/outbound workflows. 

How it works 

1. Route and render: Dynamics 365 Contact Center routes the voice interaction; the embedded widget renders in the CRM for CSR workflows 

2. Establish desktop voice path: DCA runs as a companion process on the desktop and maintains the call even if the 3P CRM browser reloads, freezes, or loses focus 

3. Resynchronize: When the page returns, the call state resynchronizes with the embedded widget so the CSR continues in one unified flow. 

Business value 

• Higher reliability: Fewer dropped calls and better resiliency against browser variability and tab navigation. 

• Lower latency: Faster connection setup and more responsive audio device handling 

• CSR productivity: CSRs stay in their CRM UI; DCA protects the call while the page recovers minimizing context loss and reducing redial effort 

• Operational consistency: A common voice experience across standalone and embedded deployments, aligned to voice best practices. 

Getting started 

1. Enable Embedded experience 
   • Follow the guide to configure and surface the conversation widget inside your 3P CRM. Retrieve the widget URL from the Copilot Service admin center and complete the setup steps in your CRM. 

2. Install and manage DCA 
   • Deploy the Desktop Companion App to CSR devices, install the browser extension(s), and (optionally) control updates via policy/registry settings. 

3. CSR usage 
   • CSRs sign in, handle calls as usual in the embedded widget, and use DCA as needed (e.g., during a refresh). Recording and transcription continue if configured in the web app 

4. Validate with best practices 
   • Review voice channel best practices for network, device, and telemetry guidance to ensure optimal call performance across your environment 

Learn More

Install and manage Desktop companion application for voice channel | Microsoft Learn 

The post Announcing Desktop Companion App (DCA) support for Dynamics 365 Contact Center Embedded in Third-Party CRMs   appeared first on Microsoft Dynamics 365 Blog.

This feature will be available in Public Preview beginning March 16, 2026.

Empowering contact centers to safely handle sensitive, high‑trust customer journeys 

Delivering secure, compliant, and seamless customer experiences is no longer optional — it’s foundational. Across industries such as financial services, healthcare, and public sector, organizations must enable customers to complete high‑trust actions (like payments or identity verification) without exposing sensitive information to agents or core contact center systems. Secure contact center customer journeys enabled through capabilities like Secure Consult & Transfer bring this capability to life by allowing agents to involve external secure endpoints in the conversation while maintaining strict privacy boundaries. 

Today, we’re excited to highlight how Secure Consult & Transfer modernizes sensitive interactions and prepares organizations for the next generation of compliant service workflows. 

How It Works 

Secure numbers are created by applying specific settings to a contact. During runtime, the platform enforces the necessary protections instantly — without requiring manual intervention. The settings are flexible, and can be applied to only consult or transfer, or both. For consult and transfer the administrator can decide to follow workstream recording & transcription settings, stop recording but continue transcription, or stop both transcription & recording. Additionally, during consult, administrators can choose to either put their representatives on hold, or follow workstream settings to have the customer placed on hold with the representative able to take them off. 

Key Benefits at a Glance 

• Protect sensitive customer data without disrupting workflows. 

• Enable secure payment and verification scenarios using external trusted endpoints. 

• Automate compliance controls — recording and transcription management happens instantly and safely. 

Secure Consult & Transfer ushers in a new era of secure, compliant customer interactions — one where sensitive workflows can happen inside the call experience without adding risk, friction, or operational burden. 

If your organization handles sensitive customer actions, now is the time to explore how this capability can strengthen trust, reduce risk, and streamline your service operations. 

Accelerating Secure Contact Center Customer Journeys with DTMF Broadcast 

A modern foundation for high‑trust, compliant, real‑time voice interactions 

As organizations modernize customer engagement, the need for secure and friction‑free voice workflows has become essential—especially for processes that rely on keypad inputs, such as payment authentication, IVR navigation, or identity verification. Traditional DTMF forwarding approaches rely on slow relays, creating latency, reliability gaps, and compliance concerns. 

DTMF Broadcast introduces a new, faster way for participants in a call to share DTMF tones in real time— addressing these gaps by sending DTMF tones from one participant instantly to all non‑hold participants, far faster than traditional forwarding. 

This includes all legs of the call, meaning that representatives can more reliably send tones to external endpoints, and if representatives drop off after a transfer to an external endpoint, customers will still be able to send DTMF to that endpoint, navigating IVRs independently. 

How to Enable DTMF Broadcast 

The toggle to enable DTMF Broadcast for an organization is in the Copilot Service Admin Center under Support Experience->Workspaces->Voice Experiences. 

The post Reimagining Secure Customer Interactions with Secure Consult & Transfer  appeared first on Microsoft Dynamics 365 Blog.

On March 19, 2024, we announced that support for Dynamics 365 Project Service Automation on the commercial cloud will end on March 31, 2025. As planned, end of support went into effect on that date. 

Today we are announcing the end of support for  Dynamics 365 Project Service Automation on the U.S. Government cloud (GCC) beginning March 31, 2027. Dynamics 365 Project Operations has been available in U.S. Government cloud (GCC) since December 2025.  

Beginning March 31, 2027, Microsoft will no longer support PSA on GCC environments. There will not be any feature enhancements, updates, bug fixes, or other updates to this offering. Any support ticket logged for the PSA application on GCC will be closed with instructions to upgrade to Project Operations.    

We strongly encourage all PSA customers on GCC environments to start planning your upgrade process as soon as possible so you can take advantage of many new Project Operations features such as:   

• Integration with Planner capabilities on Dataverse with many new advanced scheduling features  

• Project Budgeting and Time-phased forecasting    

• Date Effective price overrides   

• Revision and Activation on Quotes     

• Material usage recording in projects and tasks   

• Subcontract Management   

• Advances and Retained-based contracts   

• Contract not-to-exceed   

• Task and Progress based billing   

• Multi-Customer contracts   

• AI and Copilot based experiences.   

 For Project Service Automation customers on GCC High or DoD, we will have a future announcement regarding the availability of Dynamics 365 Project Operations. 

Upgrade documentation and FAQ links  

• Upgrade from Project Service Automation to Project Operations | Microsoft Learn  

• Project Service Automation end of life FAQ | Microsoft Learn    

• Feature changes from Project Service Automation to Project Operations | Microsoft Learn  

• Project Service Automation to Project Operations project scheduling conversion process | Microsoft Learn  

Learn more about Dynamics 365 Project Operations  

Project Operations was first released in October 2020 as a comprehensive product to manage Projects from inception to close by bringing together the strengths of Dataverse, Microsoft Dynamics 365 Finance, Microsoft Dynamics 365 Supply Chain Management, and Microsoft Planner. 

Want to learn more about Project Operations? Check this link and navigate to our detailed documentation!   

Want to try Project Operations? Click here and sign up for a 30-day trial!    

The post Announcing End of Support for Dynamics 365 Project Service Automation (PSA) on the U.S. Government cloud appeared first on Microsoft Dynamics 365 Blog.

Quality Evaluation Agent in Dynamics 365 Customer Service and Dynamics 365 Contact Center is an AI-led evaluation framework that empowers teams to deliver consistent, scalable quality oversight and automate quality evaluations across customer interactions. 

Beginning February 6, QEA conversation capabilities become generally available, joining case evaluation as a GA feature, as previously announced in this blog. This milestone expands QEA’s coverage and impact across customer support scenarios. 

Looking Forward: 

QEA continues to evolve with key upcoming enhancements across the evaluation framework. This includes multilanguage support, criteria versioning, the ability to flag critical questions, simulation capabilities, knowledge source adherence, and more. 

Get started today by enabling QEA in your Dynamics 365 Customer Service and Dynamics 365 Contact Center environment.   

Learn more  

Watch a quick  video introduction.  

For configuration steps, feature updates, and best practices, see  Manage Quality Evaluation Agent | Microsoft Learn  

The post General Availability of Quality Evaluation Agent’s conversation capabilities  appeared first on Microsoft Dynamics 365 Blog.