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Dynamics 365 Contact Center

Dynamics 365 Contact Center – Secondary audio device for notifications in Digital Messaging conversations

We are announcing the ability for Customer service representatives (CSRs) to configure a secondary audio device for their sound setting person...

3 months ago

A preview timer gives service representatives a configurable window to review customer history before the call begins. This timer enables more...

5 months ago

We are announcing the Use time-out rules for automated actions feature for Dynamics 365 Contact Center. This feature allows administrators to ...

1 year ago

Microsoft Teams now allows IT admins to sync a specific set of contacts from Teams admin center to Teams devices as speed dial contacts. This ...

1 year 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 ability to use the Desktop Companion App in Embedded mode in Dynamics 365 Contact Center. This feature will reach genera...

6 months ago

We are announcing the ability to deliver real-time coaching with Quality Assurance Agent in Dynamics 365 Contact Center. This feature will rea...

2 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

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