Shift planning and scheduling in Dynamics 365 Contact Center
Managing workforce availability efficiently is essential for delivering consistent and high-quality customer service.
Dynamics 365 Customer Service
Explore the latest in Dynamics 365 Customer Service. Learn how AI and automation can help enhance customer interactions and streamline service operations.
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Predict workforce capacity needs in Dynamics 365 Contact Center
In today’s fast-paced service landscape, ensuring the right number of service representatives are available at the right time is critical to maintaining efficiency and delivering exceptional customer experiences. -
Forecasting case and conversation volumes in Dynamics 365 Contact Center
Dynamics 365 Contact Center now includes advanced forecasting capabilities that enable organizations to predict case and conversation volumes with precision. -
Transform customer support with case summary auto-enablement
Summarization features like case summary are now automatically enabled for all users of model-driven apps that use the incident entity. -
Announcing Dynamics 365 Contact Center WhatsApp channel powered by Azure Communication Services
With the direct WhatsApp integration in Dynamics 365 Contact Center, organizations can now provide superior customer experiences on a trusted and widely used platform. -
2025 release wave 1 brings hundreds of updates to Microsoft Dynamics 365 and Power Platform
Microsoft has launched the 2025 release wave 1, a six-month rollout of new and enhanced capabilities featured during the Microsoft Business Applications Launch Event. -
What’s new in unified routing: April 2025 feature update
This update brings a suite of new features designed to enhance the efficiency and effectiveness of your routing strategies. -
Enhance customer service with advanced prioritization
Efficient workload management is essential in customer service environments where diverse customer interactions flow through multiple channels. -
Experience the future of customer service with AI agents
Three AI service agents for Dynamics 365 Customer Service and Contact Center are now available in public preview: Case Management, Customer Intent, and Customer Knowledge Management agents. -
Preview upcoming Dynamics 365 features at the Microsoft Business Applications Launch Event
See firsthand how new technologies can empower your organization at the Microsoft Business Applications Launch Event. -
Transform routing rule administration with bulk management
We’re continually improving Dynamics 365 Customer Service to help organizations deliver faster, smarter, and more efficient customer experiences. -
Use the Contact Center AI summary for call quality management
An update is coming to the closed conversation form in Dynamics 365 Contact Center.
