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.

News and product updates August 4, 2025 2 min read

Safe, transparent, measurable AI adoption with Agent hub

As AI transforms customer service, sales, and operational workflows, organizations are eager to harness its potential.
Tips and guides August 1, 2025 6 min read

Diagnostics and telemetry for Dynamics 365 Contact Center voice channel

In today’s connected world, voice communication remains a cornerstone of customer engagement.
News and product updates July 16, 2025 6 min read

2025 release wave 2 plans for Microsoft Dynamics 365, Microsoft Power Platform, and Role-based Microsoft Copilot offerings

The 2025 release wave 2 for Microsoft Dynamics 365, Microsoft Power Platform, and Copilot offerings introduces new capabilities that help organizations harness the potential of AI.
News and product updates July 14, 2025 4 min read

NLU+: Fine-tuned language intelligence for smarter conversations

In today’s fast-moving world, it’s not enough to just hear what customers say—you need to understand what they really mean.
Tips and guides July 11, 2025 3 min read

Use least active routing on messaging channels

In customer service, efficient workload distribution is vital for high customer satisfaction and operational efficiency.
News and product updates July 10, 2025 2 min read

Synchronize service rep availability across platforms with presence APIs

In addition to the contact center agent desktop, service representatives frequently interact with multiple platforms to participate in meetings and trainings.
News and product updates July 9, 2025 2 min read

Try Desktop companion application for Dynamics 365 Contact Center

One year ago, Microsoft launched its Contact Center as a Service (CCaaS) solution, powered by AI.
Tips and guides June 20, 2025 2 min read

Smarter callbacks with availability-aware scheduling CCaaS APIs

Callbacks are a powerful way to reduce wait times and improve satisfaction.
News and product updates June 10, 2025 4 min read

The power of proactive engagement in Dynamics 365 Contact Center

Let’s face it—customers don’t just want fast service anymore.
Tips and guides June 4, 2025 2 min read

Unlock the power of record routing with real-time analytics

Running an effective contact center requires real-time insights into key operational metrics.
News and product updates June 3, 2025 3 min read

AI-powered proactive engagement and conversational journeys with Microsoft Dynamics 365 in public preview

Great customer service depends on delivering great personalized experiences.
Tips and guides May 30, 2025 3 min read

Improve contact center operations with shift-based routing

Delivering timely, high-quality support requires more than skilled customer service representatives.

Get started with Dynamics 365

Drive more efficiency, reduce costs, and create a hyperconnected business that links people, data, and processes across your organization—enabling every team to quickly adapt and innovate.