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.
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.
Refine results
Products
Content Type
Publish date
-
-
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. -
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. -
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. -
Smarter callbacks with availability-aware scheduling CCaaS APIs
Callbacks are a powerful way to reduce wait times and improve satisfaction. -
The power of proactive engagement in Dynamics 365 Contact Center
Let’s face it—customers don’t just want fast service anymore.
Get started with Dynamics 365
Drive more efficiency, reduce costs, and create a hyperconnected business that links people, data, and processes across your organization—enabling every team to quickly adapt and innovate.
