Diagnostics and telemetry for Dynamics 365 Contact Center voice channel

In today’s connected world, voice communication remains a cornerstone of customer engagement. Whether it’s a support call for customer service or a telehealth session with a doctor, call quality and reliability are critical. That’s where our enriched telemetry and insights come in. Equipped with comprehensive telemetry data, developers and IT teams can monitor, detect, diagnose, and resolve issues with voice call performance, regardless of the calling service provider. This […]

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Microsoft named a Leader in the 2025 Gartner® Magic Quadrant™ for Sales Force Automation Platforms

Microsoft has been recognized as a Leader in the 2025 Gartner Magic Quadrant for Sales Force Automation for the fifteenth consecutive year.

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Introducing the new summary experience in Dynamics 365 Sales

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 […]

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Business Central and IRS 1099 Reporting in the USA: An Important Shift Ahead

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.

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Next-Gen Retail Payments: Trends, Tech, and Transformation using Dynamics 365 Commerce + Adyen

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 […]

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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. 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 […]

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Use least active routing on messaging channels

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 […]

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