Microsoft has been recognized as a Leader in the 2025 Gartner Magic Quadrant for Sales Force Automation for the fifteenth consecutive year.
The post Microsoft named a Leader in the 2025 Gartner® Magic Quadrant™ for Sales Force Automation Platforms appeared first on Microsoft Dynamics 365 Blog.
We’re excited to announce a major upgrade to how sellers interact with Copilot summaries in Dynamics 365 Sales. Beginning with the 2025 Release Wave 2, Copilot summaries for Opportunities, Leads, and Accounts will appear directly at the top of the record in a sleek insights bar. This update brings AI-powered insights directly into the seller’s […]
The post Introducing the new summary experience in Dynamics 365 Sales appeared first on Microsoft Dynamics 365 Blog.
IRS 1099 reporting in the U.S. is undergoing a significant transformation with Microsoft introducing a new standalone IRS Forms app in Business Central. This new approach replaces the traditional method of using preprinted forms with an electronic filing system designed to improve compliance and simplify technical processes.
The post Business Central and IRS 1099 Reporting in the USA: An Important Shift Ahead appeared first on Microsoft Dynamics 365 Blog.
In today’s retail landscape, payments have evolved into a strategic inflection point—where customer expectations, brand trust, and operational efficiency converge. No longer just the final step in a transaction, payments shape the overall customer experience and directly influence conversion, satisfaction, and loyalty. As consumers engage across physical stores, mobile apps, and digital platforms, they demand […]
The post Next-Gen Retail Payments: Trends, Tech, and Transformation using Dynamics 365 Commerce + Adyen appeared first on Microsoft Dynamics 365 Blog.
In today’s fast-moving world, it’s not enough to just hear what customers say—you need to understand what they really mean. Whether they’re talking to a voice agent (IVR) or chatting with a virtual agent, it’s important that the technology behind the scenes can truly understand them. That’s where Natural Language Understanding (NLU) comes in. It […]
The post NLU+: Fine-tuned language intelligence for smarter conversations appeared first on Microsoft Dynamics 365 Blog.
In customer service, efficient workload distribution is vital for high customer satisfaction and operational efficiency. Unified routing capabilities in Dynamics 365 Customer Service and Dynamics 365 Contact Center help organizations continuously fine-tune their operations. Least active routing assigns work items based on when service representatives finish their last conversation. Initially used for voice channels, this […]
The post Use least active routing on messaging channels appeared first on Microsoft Dynamics 365 Blog.
In addition to the contact center agent desktop, service representatives frequently interact with multiple platforms to participate in meetings and trainings. Also, they might use various tools for managing customer interactions across channels. To prevent overbooking contact center service reps, presence APIs synchronizes their availability and reflects it in real time across all relevant systems. […]
The post Synchronize service rep availability across platforms with presence APIs appeared first on Microsoft Dynamics 365 Blog.
One year ago, Microsoft launched its Contact Center as a Service (CCaaS) solution, powered by AI. This is built on top of the existing Dynamics 365 Customer Service capabilities. Today, we’re excited to announce the launch of the Desktop companion application (DCA) to further seamlessly allow service representatives and customers to speak more reliably and […]
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