Use least active routing on messaging channels
In customer service, efficient workload distribution is vital for high customer satisfaction and operational efficiency.
IT decision maker
Discover the latest updates, expert insights, and practical tips on leveraging Dynamics 365 to drive business success. Learn about new features, best practices for system management, and success stories from businesses using Dynamics 365. Enhance your decision-making with valuable content tailored for IT decision makers.
Refine results
Products
Content Type
Publish date
-
-
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. -
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. -
Smarter callbacks with availability-aware scheduling CCaaS APIs
Callbacks are a powerful way to reduce wait times and improve satisfaction. -
The power of proactive engagement in Dynamics 365 Contact Center
Let’s face it—customers don’t just want fast service anymore. -
Unlock the power of record routing with real-time analytics
Running an effective contact center requires real-time insights into key operational metrics. -
Improve contact center operations with shift-based routing
Delivering timely, high-quality support requires more than skilled customer service representatives. -
Intent-based routing transforms customer support with AI
In today’s fast-paced digital world, providing exceptional customer service is more important than ever. -
Email editor template changes in Dynamics 365 Customer Service
We are introducing an important update to streamline and modernize how email templates are created and edited. -
Boost your team’s performance with the Adherence Tracker
Maintaining adherence to schedules and ensuring that service representatives are consistently available during their shifts is crucial for delivering exceptional customer service. -
Public Preview: Recruiting Add-on with AI & Scheduling Capabilities Now Available in Dynamics 365 Human Resources
With the public preview of the Dynamics 365 Human Resources Recruiting add-on, IT administrators can now empower HR teams with a modern recruiting experience—built on Microsoft’s Power Platform and enhanced by AI and Microsoft 365 integration. -
HR Features Improve Compensation and Benefits Management
Based on customer feedback and a focus on optimizing HR processes, we’re excited to introduce four enhancements in Dynamics 365 Human Resources.
