Meet Your Agentic Contact Center

Dynamics 365 Contact Center introduces a coordinated agent model where AI agents work together across engagement, quality, and operations for better outcomes.

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Introducing Service Operations Agent in Dynamics 365 Contact Center

We are excited to preview Service Operations Agent. It’s a new AI-powered capability in Dynamics 365 Contact Center that transforms how administrators configure, validate, and orchestrate conversations at runtime.

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Turning customer experience into a growth engine

Announcing new agentic customer experience capabilities in Dynamics 365 and Microsoft Copilot Studio across the entire customer lifecycle.

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Introducing Expense Agent in Dynamics 365 Business Central

Expense Agent in Dynamics 365 Business Central is an AI-powered solution designed to simplify how employees capture, submit, and manage expenses while helping organizations maintain control, compliance, and auditability.

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Introducing Governance in Dynamics 365 Customer Service: A New Era of Policy-Driven Communication

Governance in Dynamics 365 Customer Service introduces policy-driven email validation in Public Preview. Enforce compliance, protect your brand, and ensure AI-generated and human-authored communications meet organizational standards—before they’re sent.

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Bringing End‑to‑End Visibility to Customer Service and Contact Centers with Screen Recording in Dynamics 365

Gain end‑to‑end visibility into agent workflows with screen recording in Dynamics 365 Customer Service and Contact Center to improve coaching, compliance, and quality evaluations.

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Becoming a Frontier Manufacturing Firm: Agentic decisions across the manufacturing value chain

At Hannover Messe 2026, Microsoft is showcasing how agentic ERP with Copilot, agents and Dynamics 365 helps manufacturers replan faster, make better production tradeoffs, and meet or exceed customer service SLAs.

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