Unlock the power of record routing with real-time analytics
Running an effective contact center requires real-time insights into key operational metrics.
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
-
-
AI-powered proactive engagement and conversational journeys with Microsoft Dynamics 365 in public preview
Great customer service depends on delivering great personalized experiences. -
Improve contact center operations with shift-based routing
Delivering timely, high-quality support requires more than skilled customer service representatives. -
Intent-based routing transforms customer support with AI
In today’s fast-paced digital world, providing exceptional customer service is more important than ever. -
Email editor template changes in Dynamics 365 Customer Service
We are introducing an important update to streamline and modernize how email templates are created and edited. -
Enhance supervisor visibility by monitoring waiting chats
In an asynchronous chat setup, it’s common for service representatives to place conversations in a waiting state — For example, they are waiting for the customer to respond with additional details. -
Boost your team’s performance with the Adherence Tracker
Maintaining adherence to schedules and ensuring that service representatives are consistently available during their shifts is crucial for delivering exceptional customer service. -
Empower your Contact Center workforce with shift bidding and swapping
Efficient workforce management involves flexibility in shift assignments, enabling service representatives to maintain work-life balance and ensuring consistent operational coverage. -
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. -
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.
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.
