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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

We are announcing the ability to split recordings by speaker in the closed conversation view in Dynamics 365 Contact Center. This feature will...

3 months ago

We are announcing the ability to update the default Message Queues assignment strategy to “least active” in Dynamics 365 Contact C...

9 months ago

We are announcing the release of Application Lifecycle Management for Visual customization of OOB reports in Dynamics 365 Contact Center. This...

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 customize fields in the card layout and the open behavior for conversation messaging channels to help custome...

10 months ago

We are announcing the ability to split recordings by speaker in the closed conversation view in Dynamics 365 Contact Center. This feature will...

17 days ago

We are announcing the ability to utilize average wait time in messaging API channels in Dynamics 365 Contact Center. This feature will reach g...

3 months ago

We are announcing the ability to opt-in to protect your customers’ sensitive data by enabling your customer service representatives to h...

10 months ago

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