Dynamics 365 Contact Center

Using Copilot Natural Language Search in Dynamics 365 CRM Without Overthinking It

Copilot Natural Language Search in Dynamics 365 CRM lets users ask plain-language questions to quickly find records, generate simple charts, a...

Beyond Static Lists: Advanced Segmentation Techniques for Modern Marketing Teams

Segmentation has always been central to effective marketing. The more relevant your audience targeting, the more likely your campaigns are to ...

Microsoft Dynamics 365 Contact Center: What Real-Time Voice Agents Mean for Service Operations

In recent conversations, a specific question has started to come up more frequently: What happens when AI is no longer assisting service teams...

Driving empathetic customer conversations with Email Sentiment

Email Sentiment in Dynamics 365 Customer Service brings emotional context into the email workflow, helping representatives understand customer...

Agent Academy Live TODAY at 8.30am PT!

Writing Agent Instructions That Do Not Backfire

The first agent I reviewed this spring had instructions that read like a mission statement: be helpful, be accurate, delight the customer…

Microsoft Teams Town halls (Teams Premium): Upload custom backgrounds in Manage what attendees see

Microsoft Teams Premium will allow organizers and presenters of town halls to upload custom background images in the “Manage what attend...

Microsoft 365 Copilot: Copilot chat pane and Summary feature in OneNote Mobile (iPhone)

Microsoft 365 Copilot introduces a new chat pane and Summary feature in OneNote Mobile (iPhone) for licensed users, enabling AI-generated summ...

Microsoft Teams: AI-powered notes for in-person meetings with Facilitator in Teams Rooms on Android

Microsoft Teams is expanding AI-powered meeting notes with the Facilitator agent to Teams Rooms on Android, enabling real-time note-taking dur...