Manage time-off requests with Dynamics 365 Contact Center
Dynamics 365 Contact Center provides an intuitive solution enabling service representatives to request, track, and manage their leave seamlessly.
Dynamics 365 Contact Center
Discover the latest in Dynamics 365 Contact Center. Learn how this comprehensive solution leverages AI and automation to transform customer service and enhance engagement across all channels.
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Stay organized with the Schedule Calendar in Contact Center
Dynamics 365 Contact Center provides a user-friendly Schedule Calendar for service reps, allowing them to easily view shifts, breaks, training sessions, and other scheduled activities—all from one convenient location. -
Shift planning and scheduling in Dynamics 365 Contact Center
Managing workforce availability efficiently is essential for delivering consistent and high-quality customer service. -
Predict workforce capacity needs in Dynamics 365 Contact Center
In today’s fast-paced service landscape, ensuring the right number of service representatives are available at the right time is critical to maintaining efficiency and delivering exceptional customer experiences. -
Forecasting case and conversation volumes in Dynamics 365 Contact Center
Dynamics 365 Contact Center now includes advanced forecasting capabilities that enable organizations to predict case and conversation volumes with precision. -
Transform customer support with case summary auto-enablement
Summarization features like case summary are now automatically enabled for all users of model-driven apps that use the incident entity. -
Announcing Dynamics 365 Contact Center WhatsApp channel powered by Azure Communication Services
With the direct WhatsApp integration in Dynamics 365 Contact Center, organizations can now provide superior customer experiences on a trusted and widely used platform. -
2025 release wave 1 brings hundreds of updates to Microsoft Dynamics 365 and Power Platform
Microsoft has launched the 2025 release wave 1, a six-month rollout of new and enhanced capabilities featured during the Microsoft Business Applications Launch Event. -
What’s new in unified routing: April 2025 feature update
This update brings a suite of new features designed to enhance the efficiency and effectiveness of your routing strategies. -
Enhance customer service with advanced prioritization
Efficient workload management is essential in customer service environments where diverse customer interactions flow through multiple channels. -
Experience the future of customer service with AI agents
Three AI service agents for Dynamics 365 Customer Service and Contact Center are now available in public preview: Case Management, Customer Intent, and Customer Knowledge Management agents. -
Use the Contact Center AI summary for call quality management
An update is coming to the closed conversation form in Dynamics 365 Contact Center.
