Contact Center news & resources

From the Microsoft Dynamics 365 CE/CRM Blogs: Customer knowledge management agent; Segment in Customer Insights; D365 Sales + D365BC; WhatsApp & Dynamics 365 Contact Center

by MSDW Reporter
A selection of the latest insight from the Dynamics 365 CRM blogs
AI Business Central Contact Center Contact Center Copilot Customer Engagement Customer Insights Customer Relationship Mgmt Customer Service Customer Service Data Integration Dynamics 365

Microsoft launches paid public previews of three Dynamics 365 AI agents for Service

by Jason Gumpert
Case management, customer intent, and knowledge management agents now available in various geographies
AI Contact Center Contact Center Copilot Customer Engagement Customer Service Customer Service Dynamics 365 Dynamics CRM Knowledge Management

From the Microsoft Dynamics 365 CRM Blogs: Field service bookings; Improve sales efficiency; Routing rule administration; Field Service schedule board

by MSDW Reporter
A selection of the latest insight from the Dynamics 365 CRM blogs
Contact Center Contact Center Copilot Customer Engagement Customer Service Customer Service Dynamics 365 Email Management Field Service Field Service Sales
Copilot Studio Customer Survey

Microsoft launches D365 Contact Center survey capabilities in Copilot Studio

by Jason Gumpert
New capabilities, now in preview, include voice-based surveys
Contact Center Contact Center Customer Engagement Customer Service Customer Voice Dataverse (CDS) Dynamics 365 Power Automate Power Platform

Microsoft Dynamics Partner Roundup: Contact Center support; Digital retail acquisition; Quality Inspector; Exec appointment; Service referrals

by MSDW Reporter
A selection of announcements from the Dynamics partner channel
Business Central Contact Center Contact Center Customer Engagement Customer Service Customer Service Dynamics 365 E-Commerce Field Service Finance and Operations Quality Control

From the Microsoft Dynamics 365 CE/CRM Blogs: Modernize forms; Audio files in IVR; Streamlining workflows; Customize record forms

by MSDW Reporter
A selection of the latest insight from the Dynamics 365 CE blogs
Business Process Mgmt Contact Center Contact Center Customer Engagement Customer Experience (CX) Customer Relationship Mgmt Customer Service Customer Service Dynamics 365 Dynamics CRM Sales Workflow Management

MSDW Podcast: Why CTI is a customer service game-changer, with Upland Software

by MSDW Reporter
Why CTI holds a fascinating place among IT assets as a bridge between AI and customer experience
Contact Center Contact Center Copilot Customer Engagement Customer Experience (CX) Customer Service Customer Service Dynamics 365 Dynamics CRM MSDW Podcast Telephony
Dynamics 365 Sales Copilot home

Microsoft announces 2024 release wave 2 for Dynamics 365 apps

by Jason Gumpert
Preview and GA features across the suite focus on Copilot, core functions, and integrated scenarios
Accounting Business Central Commerce Contact Center Contact Center Customer Engagement Customer Relationship Mgmt Customer Service Customer Service Data Management Dynamics 365 Fabric
Microsoft Dynamics 365 Contact Center

Microsoft reveals pricing of Dynamics 365 Contact Center and a new Customer Service Premium option

by Jason Gumpert
D365 Contact Center reaches GA as planned, with a new option that adds Customer Service Enterprise
Contact Center Contact Center Customer Engagement Customer Service Customer Service Dynamics 365 Dynamics CRM

Event Recap: Implementing Agent-Assist Copilots in Contact Centers with Dynamics 365

by MSDW Reporter
Customer service veterans discuss the importance of adding AI-related features to the agent experience
AI Contact Center Customer Engagement Customer Experience (CX) Customer Relationship Mgmt Customer Service Customer Service Customer Service Insights Dynamics 365 Dynamics CRM

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The Shift to Customer Experience in Retail

Prodware

Customer xxperience overtakes price and product

AI Commerce Consumer Goods Contact Center Copilot Studio Customer Engagement Customer Experience (CX) Customer Insights Customer Relationship Mgmt Customer Service Customer Service Customer Service Insights
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