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.
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Expanding SMS capabilities in Dynamics 365 Contact Center
We’re excited to announce two enhancements to Dynamics 365 Contact Center, powered by Azure Communication Services (ACS): SMS mobile numbers and SMS short codes. -
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. -
Diagnostics and telemetry for Dynamics 365 Contact Center voice channel
In today’s connected world, voice communication remains a cornerstone of customer engagement. -
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. -
Business Central and IRS 1099 Reporting in the USA: An Important Shift Ahead
IRS 1099 reporting in the U.S. is undergoing a significant transformation with Microsoft introducing a new standalone IRS Forms app in Business Central. -
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. -
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. -
Use least active routing on messaging channels
In customer service, efficient workload distribution is vital for high customer satisfaction and operational efficiency. -
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.
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