IT decision maker

Discover the latest updates, expert insights, and practical tips on leveraging Dynamics 365 to drive business success. Learn about new features, best practices for system management, and success stories from businesses using Dynamics 365. Enhance your decision-making with valuable content tailored for IT decision makers.

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Tips and guides

March 26

3 min read

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.
News and product updates

March 6

2 min read

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.
News and product updates

February 27

4 min read

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.
February 26

2 min read

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.
Tips and guides

February 25

2 min read

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.
News and product updates

February 5

1 min read

General Availability of Quality Evaluation Agent’s conversation capabilities

Quality Evaluation Agent in in Dynamics 365 Customer Service and Dynamics 365 is an AI-led evaluation framework that empowers teams to deliver consistent, scalable quality oversight and automate quality evaluations across customer interactions.
Tips and guides

February 4

4 min read

Evaluating AI Agents in Contact Centers: Introducing the Multi-modal Agents Score

Introducing the Multimodal Agent Score (MAS)—a unified, absolute measure of end‑to‑end conversational quality designed for AI agents operating across modalities.
Tips and guides

February 4

4 min read

The Key Facets of AI Evaluation in the Contact Center

Organizations must think about when, how, by whom, and on what data AI systems are evaluated.
Tips and guides

February 4

10 min read

Measuring What Matters: Redefining Excellence for AI Agents in the Contact Center

The contact center industry is at an inflection point.
News and product updates

February 3

2 min read

Announcing General Availability of Proactive Voice Enhancements in Dynamics 365 Contact Center

Answering machine detection, SIP call outcomes, and predictive dialing are now available for proactive voice scenarios.
News and product updates

February 2

3 min read

Agentic AI for inventory to deliver: From procurement to fulfillment

From procurement and production to fulfillment and customer satisfaction, inventory-to-deliver impacts every aspect of the supply chain.
News and product updates

January 28

5 min read

From manual work to meaningful selling: How Agentic AI is transforming Dynamics 365 Sales

Agentic AI in Dynamics 365 Sales reduces manual CRM work by turning unstructured information into actionable insights, helping sellers capture data faster, explore pipeline trends with natural language, and focus more on meaningful selling.

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