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Dynamics 365 Contact Center

Dynamics 365 Contact Center – Use intent to consult with a user

We are announcing the ability for customer service representatives to use Copilot-powered intent suggestions to consult with another represent...

1 year ago

We are announcing the ability for customer service representatives to use Copilot-powered intent suggestions to consult with another represent...

10 months ago

On July 17, 2026, the Customer Intent Agent in Voice feature in Dynamics 365 Contact Center reached end of support. How does this affect me? V...

24 days ago

We are announcing the ability to track quality trends over time with a historical analytics report in Dynamics 365 Contact Center. This featur...

17 days ago

We are announcing the monitor work item lifecycle in Application Insights feature for Dynamics 365 Contact Center. This feature integrates Dyn...

1 year ago

We are announcing the ability to customize transfers and consults for queues and customer service representatives in Dynamics 365 Contact Cent...

6 months ago

We are announcing Service Operations Agent in Dynamics 365 Contact Center. This feature will reach general availability on May 22, 2026. How d...

3 months ago

Biometric security solution streamlines customer engagements and protects interactions in every channel. We look at how integrating Nuance Gat...

3 years ago

We are announcing the ability to automate shift rotations for balanced workforce coverage in Dynamics 365 Contact Center. This feature will pu...

2 months ago

Dynamics 365 Contact Center will now allow administrators to configure the queues and representatives that should be displayed for consult and...

5 months ago

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