Dynamics 365 Contact Center

Female Customer Service Representative Answer Clients Questions in a Headset. Multi-Ethnic Team of Specialists

Tips and guides February 4 4 min read

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.

Call center, woman and working in team office with headset, computer and online customer support, service or help. Businesswoman, smile and contact us, crm and telemarketing employee talking

Tips and guides February 4 10 min read

Measuring What Matters: Redefining Excellence for AI Agents in the Contact Center

The contact center industry is at an inflection point.

News and product updates February 3 2 min read

Announcing General Availability of Proactive Voice Enhancements in Dynamics 365 Contact Center

Answering machine detection, SIP call outcomes, and predictive dialing are now available for proactive voice scenarios.

November 21, 2025 1 min read

Customer Feedback Survey Agent is now generally available

We are thrilled to announce that the Customer Feedback Survey Agent, powered by Microsoft Copilot Studio in Dynamics 365 Contact Center, is now generally available for the chat channel.

News and product updates November 18, 2025 2 min read

Let it close itself: Smart, autonomous case closure is here

What’s one of the most persistent challenges in customer service? The last mile.

Photo of a happy customer looking at her cell phone on the go

News and product updates November 17, 2025 2 min read

Revolutionizing customer support with autonomous case resolution

In today’s fast-paced digital landscape, customer expectations are higher than ever.

Man in focused work, standing at a desk working on a laptop and looking at a monitor

Tips and guides November 12, 2025 5 min read

Building trust and consistency: The evaluation framework behind QEA

In our recent blog, we introduced how the Quality Evaluation Agent elevates support excellence by bringing automation, consistency, and intelligence to quality assessments.

Customer service agents sitting with headsets at laptops smiling

Tips and guides November 6, 2025 2 min read

Use custom multisession apps in Copilot Service workspace

Customer service organizations need tailored, high-productivity employee experiences in order to grow and scale.

Coworkers sit on a bench in an atrium discussing a new project

Analyst reports November 6, 2025 4 min read

Microsoft is named a Leader in 2025 Gartner® Magic Quadrant™ for CRM Customer Engagement Center

Microsoft leads in agentic service, transforming customer engagement with AI and Dynamics 365 in Gartner’s 2025 CRM Magic Quadrant.

Tips and guides October 30, 2025 3 min read

Elevate support excellence with Quality Evaluation Agent

As customer support organizations scale, maintaining consistent service quality becomes a challenge.

A woman sitting on a bench looking at her phone

October 21, 2025 2 min read

Try rich messaging for live chat and WhatsApp in Contact Center

In today’s fast-paced digital world, customers expect more than just plain text when interacting with businesses.

Collage of images with the text Agentic business applications in the center

News and product updates October 21, 2025 8 min read

From systems of record to systems of action: Dynamics 365, agentic business applications for the frontier

Discover how agentic business applications in Dynamics 365 are transforming data into real-time decisions and measurable outcomes.

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