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.
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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. -
What’s New in Copilot for Sales – April 2025
We’re excited to announce improved extensibility for 3rd party insights in email summaries in Outlook, allowing partners to surface richer sales insights. -
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. -
Integrate Field Service bookings with Outlook and Teams
Microsoft is introducing a powerful new Exchange Integration feature in Dynamics 365 Field Service, designed to seamlessly sync work order bookings with Outlook and Teams calendars. -
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. -
Inspection builder preview: digital transformation made easy with AI
In today’s digital era, many organizations still rely on paper for inspections, leading to inefficiencies and extra effort to digitize data. -
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.
