All Articles Videos Podcasts

Dynamics 365 Contact Center Articles

Dynamics 365 Contact Center

Dynamics 365 Contact Center – Audio Files in IVR

Within Microsoft’s Dynamics 365 Contact Center (aka Omnichannel for Customer Service) we create an IVR using Copilot Studio. It is possible to...

1 year ago

We are announcing the ability to create multisession apps. This feature will reach general availability on October 31, 2025. How does this aff...

10 months ago

We are announcing the ability to use role-based access for agents and customer service representatives using Microsoft Entra ID within Dynamic...

1 month ago

Dynamics 365 Contact Center consult capabilities enable real-time collaboration across voice and digital channels, helping representatives bri...

4 months ago

Introducing Desktop Companion App (DCA) support for Dynamics 365 Contact Center in Embedded mode, delivering lower latency, improved reliabili...

5 months ago

Hi, Readers.The public preview environment for Dynamics 365 Business Central 2024 release wave 2 (BC25) is available now. In Dynamics 365 Busi...

1 year ago

The Microsoft 365 licensing report now supports a cost center analysis based on cost center values stored in an Exchange custom attribute. The...

2 years ago

We are announcing the ability to leverage rich media messaging across channels in Dynamics 365 Contact Center. This feature will reach general...

5 months ago

We are announcing the ability to use constrained grammars for speech recognition in Dynamics 365 Contact Center. This feature will reach gener...

11 months ago

Consent-Based Recording in Dynamics 365 Contact Center captures caller consent early and enforces it across voice AI and agent interactions to...

3 months ago