Today at Microsoft Build 2025, we’re excited to announce the new Model Context Protocol (MCP) servers for Microsoft Dynamics 365 ERP and CRM b...
In an asynchronous chat setup, it’s common for service representatives to place conversations in a waiting state — For example, they are waiti...
Automated assignment in unified routing enables organizations to efficiently direct customer queries to the most suitable service representati...
Maintaining adherence to schedules and ensuring that service representatives are consistently available during their shifts is crucial for del...
Efficient workforce management involves flexibility in shift assignments, enabling service representatives to maintain work-life balance and e...
Dynamics 365 Contact Center provides an intuitive solution enabling service representatives to request, track, and manage their leave seamless...
Dynamics 365 Contact Center provides a user-friendly Schedule Calendar for service reps, allowing them to easily view shifts, breaks, training...
Building on the initial wave of AI agents announced Microsoft is excited to announce that several new ERP agents will be available for public ...
Managing workforce availability efficiently is essential for delivering consistent and high-quality customer service. A well-structured shift ...
In today’s fast-paced service landscape, ensuring the right number of service representatives are available at the right time is critical to m...
