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Dynamics 365 Contact Center Articles

Dynamics 365 Contact Center

Dynamics 365 Contact Center – Update representative presence on missed, rejected notification

We are announcing an update to the ability in Copilot Service Admin Center (CSAC) to update admin settings for transitioning customer service ...

3 months ago

We are announcing the ability to use the SMS channel to engage with customers proactively in Dynamics 365 Contact Center. This feature will re...

4 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 Edit business rules for omnichannel AI agents feature for Dynamics 365 Contact Center. This feature enables users to des...

1 year ago

We are announcing the ability to leverage Quality Evaluation Agent simulation to test & fine tune evaluation criteria in Dynamics 365 Cont...

6 months ago

We are announcing the ability to monitor real-time conversations with Quality Evaluation Agent in Dynamics 365 Contact Center. This feature wi...

7 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...

10 months ago

We are announcing the ability to use messaging APIs to manage customer chat conversations in Dynamics 365 Contact Center. This feature will re...

10 months ago

We are announcing the ability to use average wait time diagnostics to get wait-time predictions in Dynamics 365 Contact Center. This feature w...

3 months ago

Dynamics 365 Contact Center provides a user-friendly Schedule Calendar for service reps, allowing them to easily view shifts, breaks, training...

1 year ago

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