Boost your team’s performance with the Adherence Tracker
Maintaining adherence to schedules and ensuring that service representatives are consistently available during their shifts is crucial for delivering exceptional customer service.
CRM
Refine results
Products
Content Type
Publish date
-
-
Empower your Contact Center workforce with shift bidding and swapping
Efficient workforce management involves flexibility in shift assignments, enabling service representatives to maintain work-life balance and ensuring consistent operational coverage. -
Manage time-off requests with Dynamics 365 Contact Center
Dynamics 365 Contact Center provides an intuitive solution enabling service representatives to request, track, and manage their leave seamlessly. -
Stay organized with the Schedule Calendar in Contact Center
Dynamics 365 Contact Center provides a user-friendly Schedule Calendar for service reps, allowing them to easily view shifts, breaks, training sessions, and other scheduled activities—all from one convenient location. -
Shift planning and scheduling in Dynamics 365 Contact Center
Managing workforce availability efficiently is essential for delivering consistent and high-quality customer service. -
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. -
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. -
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.
Get started with Dynamics 365
Drive more efficiency, reduce costs, and create a hyperconnected business that links people, data, and processes across your organization—enabling every team to quickly adapt and innovate.
