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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AI

July 16

6 min read

2025 release wave 2 plans for Microsoft Dynamics 365, Microsoft Power Platform, and Role-based Microsoft Copilot offerings

The 2025 release wave 2 for Microsoft Dynamics 365, Microsoft Power Platform, and Copilot offerings introduces new capabilities that help organizations harness the potential of AI.
IT Professionals

July 14

4 min read

NLU+: Fine-tuned language intelligence for smarter conversations

In today’s fast-moving world, it’s not enough to just hear what customers say—you need to understand what they really mean.
IT Professionals

July 11

3 min read

Use least active routing on messaging channels

In customer service, efficient workload distribution is vital for high customer satisfaction and operational efficiency.
IT Professionals

July 10

2 min read

Synchronize service rep availability across platforms with presence APIs

In addition to the contact center agent desktop, service representatives frequently interact with multiple platforms to participate in meetings and trainings.
IT Professionals

July 9

2 min read

Try Desktop companion application for Dynamics 365 Contact Center

One year ago, Microsoft launched its Contact Center as a Service (CCaaS) solution, powered by AI.
CRM

June 20

2 min read

Smarter callbacks with availability-aware scheduling CCaaS APIs

Callbacks are a powerful way to reduce wait times and improve satisfaction.
CRM

June 10

4 min read

The power of proactive engagement in Dynamics 365 Contact Center

Let’s face it—customers don’t just want fast service anymore.
CRM

June 4

2 min read

Unlock the power of record routing with real-time analytics

Running an effective contact center requires real-time insights into key operational metrics.
AI

June 4

5 min read

Agentic CRM systems: Learnings from organizations making the switch

With Microsoft Dynamics 365, organizations are embracing a modern, AI-first approach that redefines productivity and customer engagement.
AI

June 3

3 min read

AI-powered proactive engagement and conversational journeys with Microsoft Dynamics 365 in public preview

Great customer service depends on delivering great personalized experiences.
CRM

May 30

3 min read

Improve contact center operations with shift-based routing

Delivering timely, high-quality support requires more than skilled customer service representatives.
CRM

May 29

4 min read

Intent-based routing transforms customer support with AI

In today’s fast-paced digital world, providing exceptional customer service is more important than ever.

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