AI-powered proactive engagement and conversational journeys with Microsoft Dynamics 365 in public preview
Great customer service depends on delivering great personalized experiences.
CRM
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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. -
The autonomous enterprise: How generative AI is reshaping business applications
Today at Microsoft Build 2025, we’re excited to announce the new Model Context Protocol (MCP) servers for Microsoft Dynamics 365 ERP and CRM business applications. -
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. -
Use presence-based assignment to reduce customer wait time
Automated assignment in unified routing enables organizations to efficiently direct customer queries to the most suitable service representatives. -
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.
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