Introducing Service Operations Agent in Dynamics 365 Contact Center
We are excited to preview Service Operations Agent.
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
-
-
Bringing End‑to‑End Visibility to Customer Service and Contact Centers with Screen Recording in Dynamics 365
Gain end‑to‑end visibility into agent workflows with screen recording in Dynamics 365 Customer Service and Contact Center to improve coaching, compliance, and quality evaluations. -
Turning customer experience into a growth engine
Announcing new agentic customer experience capabilities in Dynamics 365 and Microsoft Copilot Studio across the entire customer lifecycle. -
Trigger post-call actions using caller hang-up events
In contact centers, a voice conversation does not end when the call disconnects. -
Meet the Contact Center Champions Driving the Future of Customer Experience
Meet the practitioners shaping how Dynamics 365 Contact Center is adopted, scaled, and improved in real‑world environments. -
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. -
All Transfer Capabilities in Dynamics 365 Contact Center
Dynamics 365 Contact Center enables seamless customer handoffs with flexible transfer options, including direct, warm, queue, Teams, and external transfers. -
Microsoft named a Leader in The Forrester Wave™: Customer Service Solutions, Q1 2026
The promise of agentic service requires more than just automation; it demands a unified context and intelligence layer that travels with the work. -
2026 release wave 1 plans for Microsoft Dynamics 365, Microsoft Power Platform, and Copilot Studio offerings
We’re excited to publish the 2026 release wave 1 plans for Microsoft Dynamics 365, Microsoft Power Platform, and Role-based agents in Microsoft 365 Copilot. -
Introducing Custom Voice for Dynamics 365 Contact Center
Custom Neural Voices enable organizations to move beyond generic text-to-speech and create voice experiences that reflect their brand, values, and customer promise—while still benefiting from the scalability and intelligence of AI-driven contact centers. -
Announcing Desktop Companion App (DCA) support for Dynamics 365 Contact Center Embedded in Third-Party CRMs
Introducing Desktop Companion App (DCA) support for Dynamics 365 Contact Center in Embedded mode, delivering lower latency, improved reliability, and resilient voice continuity when Customer Service Reps (CSR) work inside thirdparty (3P) CRM environments. -
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.
