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Dynamics 365 Contact Center

Dynamics 365 Contact Center: Use preview dial for high-value proactive engagements

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

3 months 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

Delivering timely, high-quality support requires more than skilled customer service representatives. It demands smart, real-time task assignme...

1 year ago

Efficient workforce management involves flexibility in shift assignments, enabling service representatives to maintain work-life balance and e...

1 year ago

We are announcing the ability to use bullseye routing with user groups to orchestrate conversations in Dynamics 365 Contact Center. This featu...

18 days ago

We are announcing the ability to enable AI-assisted time-off and swap requests in Dynamics 365 Contact Center. This feature will reach public ...

2 months 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 Use capacity planning to predict your staffing needs feature for Dynamics 365 Contact Center. This feature enables organ...

1 year 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

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