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Dynamics 365 Contact Center Articles

Dynamics 365 Contact Center

Contact Center Deployments

Why does moving from Sandbox to UAT feel like a rebuild? After carefully curating an excellent Sandbox experience with Dynamics 365 Customer S...

7 months ago

We are announcing the ability to design proactive customer engagement workflows in Dynamics 365 Contact Center. This feature will reach genera...

10 months ago

If you're looking to optimize your data merging workflow in Dynamics 365, this post is a must-read. This tutorial provides a step-by-step guid...

2 years ago

We are announcing Bullseye routing with User groups in Dynamics 365 Contact Center. This feature will reach public preview on July 17, 2026. H...

1 month ago

We are announcing the ability to enable service representative’s microphones to be connected prior to calls beginning in Dynamics 365 Co...

12 months ago

Introducing Desktop Companion App (DCA) support for Dynamics 365 Contact Center in Embedded mode, delivering lower latency, improved reliabili...

5 months ago

In today’s connected world, voice communication remains a cornerstone of customer engagement. Whether it’s a support call for cust...

1 year ago

Let’s face it—customers don’t just want fast service anymore. They want businesses to know what they need before they even ask. Whether it’s a...

1 year ago

We are announcing the monitor work item lifecycle in Application Insights feature for Dynamics 365 Contact Center. This feature integrates Dyn...

1 year ago

Dynamics 365 Contact Center introduces a coordinated agent model where AI agents work together across engagement, quality, and operations for ...

3 months ago