Introducing Service Operations Agent in Dynamics 365 Contact Center
We are excited to preview Service Operations Agent.
Administrator
Stay updated with the latest news, expert insights, and practical tips tailored for IT administrators. Learn about new features, best practices for system management, and success stories from businesses using Dynamics 365. Enhance your administrative skills and drive efficiency in your organization.
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Introducing Governance in Dynamics 365 Customer Service: A New Era of Policy-Driven Communication
Governance in Dynamics 365 Customer Service introduces policy-driven email validation in Public Preview. -
Bringing End‑to‑End Visibility to Customer Service and Contact Centers with Screen Recording in Dynamics 365
Gain end‑to‑end visibility into agent workflows with screen recording in Dynamics 365 Customer Service and Contact Center to improve coaching, compliance, and quality evaluations. -
Trigger post-call actions using caller hang-up events
In contact centers, a voice conversation does not end when the call disconnects. -
Take the Guesswork Out of Project Quoting with What-if Analysis in Dynamics 365 Project Operations
Make smarter, faster, and more confident quote decisions—right where you work. -
Meet the Contact Center Champions Driving the Future of Customer Experience
Meet the practitioners shaping how Dynamics 365 Contact Center is adopted, scaled, and improved in real‑world environments. -
Better Collaboration, Better Care: All Consult Capabilities in Dynamics 365 Contact Center
Dynamics 365 Contact Center consult capabilities enable real-time collaboration across voice and digital channels, helping representatives bring in the right expertise without transfers, repetition, or lost context. -
Support Parallel Processing for Archive Jobs in Dynamics 365 Finance and Operations
We’re pleased to introduce a new capability for Dynamics 365 Finance and Operations archive with Dataverse long-term retention: parallel processing for archive jobs. -
Introducing Custom Voice for Dynamics 365 Contact Center
Custom Neural Voices enable organizations to move beyond generic text-to-speech and create voice experiences that reflect their brand, values, and customer promise—while still benefiting from the scalability and intelligence of AI-driven contact centers. -
Building Smarter Observability for Agentic ERP World using Dynamics 365
As enterprise workloads become more agentic, the expectations of ERP systems—and the teams that operate them—are shifting. -
Announcing Desktop Companion App (DCA) support for Dynamics 365 Contact Center Embedded in Third-Party CRMs
Introducing Desktop Companion App (DCA) support for Dynamics 365 Contact Center in Embedded mode, delivering lower latency, improved reliability, and resilient voice continuity when Customer Service Reps (CSR) work inside thirdparty (3P) CRM environments. -
Reimagining Secure Customer Interactions with Secure Consult & Transfer
Across industries such as financial services, healthcare, and public sector, organizations must enable customers to complete high‑trust actions (like payments or identity verification) without exposing sensitive information to agents or core contact center systems.
