Microsoft Dynamics 365 Blog
The future of agentic CRM and ERP
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Modernize IVR with AI Voice in Dynamics 365 Contact Center
For years, contact centers have relied on traditional IVR scripted workflows to manage customer conversations. -
Try Email Classification in Dynamics 365 Customer Service
Email classification in Dynamics 365 ensures only meaningful customer emails become cases. -
Managing Complex Service Work with Financial Clarity
Learn how Dynamics 365 unifies field service and project financials, enabling real-time profitability tracking, accurate billing, and connected service delivery.
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News and product updates
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Introducing Conversation Orchestration in Dynamics 365 Contact Center
Conversation orchestration in Dynamics 365 Contact Center enables real-time decisioning, dynamic prioritization, and intelligent automation across every customer interaction. -
Public Preview: Quality Evaluation Agent Extends Quality Oversight to Email
The Quality Evaluation Agent (QEA) in Dynamics 365 Customer Service now supports email evaluations, available in Public Preview.
Engage with the Dynamics 365 Community
Whether you’re a seasoned expert or just getting started, our Dynamics 365 community forum is your space to connect, share, and grow.
Tips and guides
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Better Collaboration, Better Care: All Consult Capabilities in Dynamics 365 Contact Center
Dynamics 365 Contact Center consult capabilities enable real-time collaboration across voice and digital channels, helping representatives bring in the right expertise without transfers, repetition, or lost context. -
Reimagining Secure Customer Interactions with Secure Consult & Transfer
Across industries such as financial services, healthcare, and public sector, organizations must enable customers to complete high‑trust actions (like payments or identity verification) without exposing sensitive information to agents or core contact center systems. -
Evaluating AI Agents in Contact Centers: Introducing the Multi-modal Agents Score
Introducing the Multimodal Agent Score (MAS)—a unified, absolute measure of end‑to‑end conversational quality designed for AI agents operating across modalities. -
Measuring What Matters: Redefining Excellence for AI Agents in the Contact Center
The contact center industry is at an inflection point.
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