Microsoft Contact Center Intelligence: Transforming customer experience at agentic speed
Introducing Microsoft Contact Center Intelligence, bringing purpose-built agents and analytics to contact centers to modernize customer experiences.
Customer service
Elevate your customer service with Microsoft Dynamics 365 insights and tools that drive satisfaction and loyalty. Treat every interaction as an opportunity to delight and retain customers through intelligent, streamlined support solutions.
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Bringing CRM into the flow of work and agents into business process for sales and service teams
Explore new Dynamics 365 CRM skills and agentic capabilities that bring customer context and actions into the flow of work for sales and service teams. -
Bring Microsoft Dynamics 365 into the flow of work with 30 new CRM skills
Bring Dynamics 365 customer context, expertise, and actions into the flow of work with 30 new CRM skills for Microsoft Copilot and custom agents. -
From live streaming to real-time action: Real-time streaming analytics in Microsoft Dynamics 365 Contact Center
What if supervisors could act on operational issues before customers feel the impact? New real-time streaming analytics in Dynamics 365 Contact Center provide live insights into queues, conversations, and workforce performance, helping teams move from monitoring to action faster than ever. -
Workforce management meets AI: WEM MCP tools for Dynamics 365 Service Agent
Workforce Engagement Management (WEM) MCP tools for Dynamics 365 Service Agent bring workforce actions into Copilot, Microsoft Teams, and Outlook. -
Governance in the Quality Management agent is now generally available
Governance in Dynamics 365 Customer Service helps organizations evaluate outbound emails and attachments against business-defined policies before delivery, reducing risk and ensuring compliant customer communications. -
Bring Dynamics 365 Customer Service to MCP-compatible AI clients: Customer Service MCP Server is now generally available
The Dynamics 365 Customer Service MCP Server is now generally available, enabling MCP-compatible AI clients to securely access customer service data, cases, knowledge, and workflows through a standardized connection model. -
From Answers to Action: What’s New with Copilot in Dynamics 365 Customer Service
Service Agent extends Dynamics 365 Customer Service beyond traditional assistance by enabling AI-powered actions across cases, knowledge, email, and workflow management in Microsoft 365 Copilot. -
Trust before you automate: introducing Shadow Mode in Case Management Agent
Shadow Mode in Case Management Agent lets you evaluate AI on live production cases, without taking any action. -
Microsoft 365 and Dynamics 365 now provide a unified customer service experience
Service Agent is now generally available, helping customer service teams understand issues, find answers, and take action from one Copilot experience. -
Customer experience leadership in the age of AI: A new operating model with Dynamics 365
The Microsoft 2026 Work Trend Index is clear: the constraint on transformation is not people, but the gap between what employees can do and what organizations are built to support. -
Optimize workforce operations across people and AI agents with Dynamics 365
Workforce engagement management in Dynamics 365 helps service organizations plan, manage, and improve performance across customer service reps and AI agents.
