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Dynamics 365 Contact Center

Dynamics 365 Contact Center – Orchestrate conversation distribution with AI-powered playbooks

We are announcing the ability to orchestrate conversation distribution with AI-powered playbooks in Dynamics 365 Contact Center. This feature ...

19 days 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

An update is coming to the closed conversation form in Dynamics 365 Contact Center. If the administrator has enabled the option, service...

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 view the performance of AI agents from the Agent Insights dashboard in Dynamics 365 Contact Center and Custom...

10 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

For many organizations, Microsoft Dynamics 365 Customer Service starts with case management. It provides structure, visibility, and a central ...

2 months ago

We are announcing the “Pause or resume recording and or transcription via an API – Voice SDK extensibility” feature for Dynamics 365 Con...

1 year ago

We are announcing view and manage shift schedules with My Schedule calendar feature for Dynamics 365 Contact Center. This feature allows custo...

1 year ago

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