Modernize IVR with AI Voice in Dynamics 365 Contact Center

For years, contact centers have relied on traditional IVR scripted workflows to manage customer conversations. While effective for predictable tasks, these solutions become brittle as interactions grow more complex or multi‑step. Every change—whether updating policies, adding new intents, or refining flows—requires manual reconfiguration. This makes IVRs expensive and time‑consuming to maintain at scale.

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Try Email Classification in Dynamics 365 Customer Service

Email classification in Dynamics 365 ensures only meaningful customer emails become cases. Reduce noise, improve triage, and boost service productivity.

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Managing Complex Service Work with Financial Clarity

Learn how Dynamics 365 unifies field service and project financials, enabling real-time profitability tracking, accurate billing, and connected service delivery.

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Public Preview: Quality Evaluation Agent Extends Quality Oversight to Email

The Quality Evaluation Agent (QEA) in Dynamics 365 Customer Service now supports email evaluations, available in Public Preview. The same structured evaluation framework that powers consistent, automated quality assessments across cases and conversations now extends to customer-facing emails. This expansion brings greater trust, transparency, and accountability to another critical communication channel.

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Unlocking safer customer communications with Data Sensitivity Labels in Email

Data Sensitivity Labels for Emails bring classification and protection directly into customer service workflows, so service representatives can work confidently without slowing down.

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Driving empathetic customer conversations with Email Sentiment

Email Sentiment in Dynamics 365 Customer Service brings emotional context into the email workflow, helping representatives understand customer tone, respond with empathy, and reduce escalations from the first reply.

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Copilot Cowork: From conversation to action across skills, integrations, and devices

Today, we’re announcing additional capabilities in Cowork to expand on what it can make possible for you.

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