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Dynamics 365 Contact Center Articles

Dynamics 365 Contact Center

The AI-powered contact center, part 4: Enhance contact center security with biometric authentication

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 evaluate closed conversations, generate quality scores, and provide insights to help supervisors improve inte...

8 months ago

Answering machine detection, SIP call outcomes, and predictive dialing are now available for proactive voice scenarios. The post Announcing Ge...

6 months ago

We are announcing the ability to set a timer to wrap up conversations in seconds within Dynamics 365 Contact Center. This feature will reach g...

1 year ago

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

1 month ago

In February 2025, Microsoft will begin enforcing a mandatory MFA requirement for the Microsoft 365 admin center. All connections to the Micros...

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

We are announcing the ability to enable SIP X header support for context transfer in Dynamics 365 Contact Center. This feature will reach gene...

9 months ago

We are announcing the ability to enable fully autonomous, real-time, multichannel customer support by leveraging the Customer Intent AgentR...

9 months ago