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.
Dynamics 365 Customer Service
Explore the latest in Dynamics 365 Customer Service. Learn how AI and automation can help enhance customer interactions and streamline service operations.
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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. -
Preview upcoming Dynamics 365 features at the Microsoft Business Applications Launch Event
See firsthand how new technologies can empower your organization at the Microsoft Business Applications Launch Event. -
Transform routing rule administration with bulk management
We’re continually improving Dynamics 365 Customer Service to help organizations deliver faster, smarter, and more efficient customer experiences. -
Use the Contact Center AI summary for call quality management
An update is coming to the closed conversation form in Dynamics 365 Contact Center. -
Naming updates to Copilot Service workspace and service representatives
In today’s fast-evolving customer service landscape, the integration of AI, such as Copilot and autonomous agents, is transforming how businesses interact with their customers. -
Microsoft named a Leader in The Forrester Wave™: Customer Relationship Management, Q1 2025
Today, we’re delighted to announce that Microsoft has been named a Leader in The Forrester Wave™: Customer Relationship Management, Q1 2025.
