Introducing Service Agent in Microsoft 365 Copilot

Service Agent brings Dynamics 365 Customer Service context, insights, and actions directly into Microsoft 365 Copilot.

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Take the Guesswork Out of Project Quoting with What-if Analysis in Dynamics 365 Project Operations

Make smarter, faster, and more confident quote decisions—right where you work.  Project quoting has always required a careful balance—aligning profitability with competitiveness, staffing strategies with delivery costs, and customer expectations with business outcomes.  But evaluating these trade-offs hasn’t always been easy. It often means jumping between tools, manually recalculating numbers, and relying on assumptions to guide critical decisions.

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Meet the Contact Center Champions Driving the Future of Customer Experience

Meet the practitioners shaping how Dynamics 365 Contact Center is adopted, scaled, and improved in real‑world environments.

The post Meet the Contact Center Champions Driving the Future of Customer Experience appeared first on Microsoft Dynamics 365 Blog.

Better Collaboration, Better Care: All Consult Capabilities in Dynamics 365 Contact Center

Dynamics 365 Contact Center consult capabilities enable real-time collaboration across voice and digital channels, helping representatives bring in the right expertise without transfers, repetition, or lost context.

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All Transfer Capabilities in Dynamics 365 Contact Center

Dynamics 365 Contact Center enables seamless customer handoffs with flexible transfer options, including direct, warm, queue, Teams, and external transfers. These capabilities help service teams route conversations efficiently, preserve context, support compliance, and ensure customers connect quickly with the right expert across voice and digital channels.

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Enable accelerated growth with confidence: A Forrester TEI study projects more than 200% ROI over three years and six-month payback using Dynamics 365 Business Central

Microsoft commissioned Forrester Consulting to evaluate the potential return on investment organizations may realize by deploying Business Central.

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Microsoft named a Leader in The Forrester Wave™: Customer Service Solutions, Q1 2026

The promise of agentic service requires more than just automation; it demands a unified context and intelligence layer that travels with the work.

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