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Dynamics 365 Contact Center

Dynamics 365 Contact Center – Use bullseye routing with user groups to orchestrate conversations

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

To enable the feature of generating knowledge articles through Copilot, navigate to Customer Service Admin Center >> Agent Experience ...

1 year 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

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

1 year 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 Real-time adherence monitoring for service representatives feature for Dynamics 365 Contact Center. This feature allows ...

1 year ago

We are announcing the ability to configure feedback surveys for the chat and digital channels using Copilot Studio to create and manage survey...

10 months ago

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