Contact Center news & resources

From the Microsoft Dynamics 365 CE/CRM Blogs: Custom productivity tools; Sensitive data redaction; Build update profile form; Row-level filtering

by MSDW Reporter
A selection of the latest insight from the Dynamics 365 CRM/CE blogs
Contact Center Contact Center Customer Engagement Customer Insights - Journeys (Marketing) Customer Relationship Mgmt Customer Service Customer Service Data Management Dynamics 365 Marketing Automation Sales Sales & Marketing
L&G logo

How L&G will deploy Microsoft Dynamics 365 Contact Center to serve millions of retail customers

by Linda Rosencrance
2,000+ agents will use the solution as the firm grows its digital innovation initiative
Contact Center Contact Center Copilot Customer Engagement Customer Experience (CX) Customer Service Dynamics 365

From the Microsoft Dynamics 365 CE/CRM Blogs: AI in D365 Customer Service; Shared record links; Email engagement; Unwanted solution components

by MSDW Reporter
A selection of the latest insight from the Dynamics 365 CE/CRM blogs
Contact Center Customer Engagement Customer Relationship Mgmt Customer Service Customer Service Dynamics 365 Email Management Sales
Managing telephony in Dynamics 365 Contact Center

Microsoft extends Dynamics 365 Contact Center telephony with Teams Phone

by Jason Gumpert
Following April preview, GA allows customers to use Teams Phone and related licenses for Contact Center telephony
Contact Center Contact Center Copilot Customer Engagement Customer Service Customer Service Dynamics 365 Telephony

From the Microsoft Dynamics 365 CRM Blogs: Form submission counts; Dataverse optimization; Integration architecture; Social media leads

by MSDW Reporter
A selection of the latest insight from the Dynamics 365 CRM blogs
Azure Contact Center Contact Center Customer Engagement Customer Experience (CX) Customer Insights - Data Customer Insights - Journeys (Marketing) Customer Relationship Mgmt Customer Service Data Integration Dynamics 365
Power Apps chart visualization with Copilot | Source: Microsoft

Microsoft reveals 2025 Release Wave 2 plans for Dynamics 365 and Power Platform, focused on copilots and AI agents

by Jason Gumpert
The AI-heavy release wave plan also includes traditional enhancements, new localizations, and more.
Business Central Commerce Contact Center Copilot Copilot Studio Customer Engagement Customer Insights - Data Customer Service Dataverse (CDS) Dynamics 365 Field Service

Microsoft Dynamics Partner Roundup: Teams Phone extensibility; Solutions Partner; EAM innovation; Partnership

by MSDW Reporter
A selection of announcements from the Dynamics partner channel
Business Central Commerce Communications Contact Center Contact Center Customer Engagement Dynamics 365 E-Commerce Enterprise Asset Mgmt

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
Business Central Contact Center Contact Center Copilot Customer Engagement Customer Insights - Data 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
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

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