Automate intent discovery and resolution with Customer Intent Agent
With the latest July 2025 updates to the Customer Intent Agent, Microsoft is accelerating the journey toward fully autonomous contact centers.
News and product updates
Stay informed of the latest advancements, enhancements, and announcements in Microsoft Dynamics 365. We bring you the latest updates and news, essential for business decision-makers looking to stay ahead of the digital curve.
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Empowering frontier firms with the Case Management Agent
With the latest updates to the Case Management Agent (CMA) in Dynamics 365 Customer Service, Microsoft is helping organizations accelerate their evolution into frontier firms. -
Safe, transparent, measurable AI adoption with Agent hub
As AI transforms customer service, sales, and operational workflows, organizations are eager to harness its potential. -
Introducing the new summary experience in Dynamics 365 Sales
We’re excited to announce a major upgrade to how sellers interact with Copilot summaries in Dynamics 365 Sales. -
Next-Gen Retail Payments: Trends, Tech, and Transformation using Dynamics 365 Commerce + Adyen
In today’s retail landscape, payments have evolved into a strategic inflection point—where customer expectations, brand trust, and operational efficiency converge. -
2025 release wave 2 plans for Microsoft Dynamics 365, Microsoft Power Platform, and Role-based Microsoft Copilot offerings
The 2025 release wave 2 for Microsoft Dynamics 365, Microsoft Power Platform, and Copilot offerings introduces new capabilities that help organizations harness the potential of AI. -
NLU+: Fine-tuned language intelligence for smarter conversations
In today’s fast-moving world, it’s not enough to just hear what customers say—you need to understand what they really mean. -
Synchronize service rep availability across platforms with presence APIs
In addition to the contact center agent desktop, service representatives frequently interact with multiple platforms to participate in meetings and trainings. -
Try Desktop companion application for Dynamics 365 Contact Center
One year ago, Microsoft launched its Contact Center as a Service (CCaaS) solution, powered by AI. -
The power of proactive engagement in Dynamics 365 Contact Center
Let’s face it—customers don’t just want fast service anymore. -
Explore migration options for Microsoft Dynamics GP and Microsoft Dynamics SL customers
We are announcing updates to Dynamics GP and Dynamics SL product availability. -
AI-powered proactive engagement and conversational journeys with Microsoft Dynamics 365 in public preview
Great customer service depends on delivering great personalized experiences.
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