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.

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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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2026 release wave 1 plans for Microsoft Dynamics 365, Microsoft Power Platform, and Copilot Studio offerings

We’re excited to publish the 2026 release wave 1 plans for Microsoft Dynamics 365, Microsoft Power Platform, and Role-based agents in Microsoft 365 Copilot.

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Support Parallel Processing for Archive Jobs in Dynamics 365 Finance and Operations

We’re pleased to introduce a new capability for Dynamics 365 Finance and Operations archive with Dataverse long-term retention: parallel processing for archive jobs. This enhancement allows the Archive job scheduler to run multiple archive jobs at the same time, dramatically reducing the time required to archive high volumes of transaction data across legal entities.

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Expanding global reach with Globalization Studio and new Türkiye localization in Dynamics 365 ERP

Global ERP environments are under increasing pressure. Regulatory requirements continue to evolve, compliance processes are moving to digital channels, and authorities expect structured electronic reporting delivered in prescribed formats and on local timelines. At the same time, IT teams are responsible for keeping ERP platforms current, reducing custom code, and supporting expansion into new markets without increasing operational complexity.

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Introducing Custom Voice for Dynamics 365 Contact Center

Custom Neural Voices enable organizations to move beyond generic text-to-speech and create voice experiences that reflect their brand, values, and customer promise—while still benefiting from the scalability and intelligence of AI-driven contact centers.

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A new way of working is taking shape: Frontier Transformation

We're taking a significant step forward in bringing agentic business applications to life across Microsoft 365, Dynamics 365, and Microsoft Power Platform.

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Announcing Desktop Companion App (DCA) support for Dynamics 365 Contact Center Embedded in Third-Party CRMs

Introducing Desktop Companion App (DCA) support for Dynamics 365 Contact Center in Embedded mode, delivering lower latency, improved reliability, and resilient voice continuity when Customer Service Reps (CSR) work inside thirdparty (3P) CRM environments. With DCA running alongside the embedded conversation widget, contact centers can maintain active calls even if the browser refreshes or becomes unresponsive without forcing CSRs to leave their CRM workspace.

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Reimagining Secure Customer Interactions with Secure Consult & Transfer

Across industries such as financial services, healthcare, and public sector, organizations must enable customers to complete high‑trust actions (like payments or identity verification) without exposing sensitive information to agents or core contact center systems. Secure Consult & Transfer brings this capability to life by allowing agents to involve external secure endpoints in the conversation while maintaining strict privacy boundaries. 

Today, we’re excited to highlight how Secure Consult & Transfer modernizes sensitive interactions and prepares organizations for the next generation of compliant service workflows.

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Building Smarter Observability for Agentic ERP World using Dynamics 365

As enterprise workloads become more agentic, the expectations of ERP systems—and the teams that operate them—are shifting. Batch jobs, workflow orchestration, data import/exports, and background processes are no longer “just” technical plumbing–they are critical pieces of the operational fabric. They deliver timely financial results, accurate supply chain data, and reliable business intelligence driving process optimization.  To support this shift, observability needs to evolve beyond simple logs and reactive troubleshooting.

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Forrester studies project more than 100% ROI for enterprises and 16-month payback for midmarket organizations using Dynamics 365 ERP

Enterprise resource planning decisions will shape how organizations operate, scale, and compete for years to come.

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Announcing End of Support for Dynamics 365 Project Service Automation (PSA) on the U.S. Government cloud

We are announcing the end of support for end of support of Dynamics 365 Project Service Automation on GCC beginning March 31st, 2027. For Project Service Automation customers on GCC High and DoD, we will have a future announcement regarding upgrade and the availability of Project Operations.

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Announcing General Availability of Proactive Voice Enhancements in Dynamics 365 Contact Center

Answering machine detection, SIP call outcomes, and predictive dialing are now available for proactive voice scenarios.

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The Key Facets of AI Evaluation in the Contact Center

Organizations must think about when, how, by whom, and on what data AI systems are evaluated. This blog explores the key facets of AI evaluation and how they apply specifically to contact center environments.

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General Availability of Quality Evaluation Agent’s conversation capabilities

Quality Evaluation Agent in in Dynamics 365 Customer Service and Dynamics 365 is an AI-led evaluation framework that empowers teams to deliver consistent, scalable quality oversight and automate quality evaluations across customer interactions.

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Measuring What Matters: Redefining Excellence for AI Agents in the Contact Center

The contact center industry is at an inflection point. AI agent performance measurement is becoming essential as contact centers shift toward autonomous resolution. Gartner predicts that by 2029, AI agents will autonomously resolve 80% of common customer service issues.

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Evaluating AI Agents in Contact Centers: Introducing the Multi-modal Agents Score

Introducing the Multimodal Agent Score (MAS)—a unified, absolute measure of end‑to‑end conversational quality designed for AI agents operating across modalities. MAS is grounded in a simple observation: every service interaction, whether handled by a human or an AI agent, progresses through three fundamental stages. First, the agent must understand the input, accurately interpreting content, intent, and contextual signals. Next, it must reason over that input, determining the correct actions, maintaining conversational continuity, and resolving ambiguity responsibly. Finally, the agent must respond effectively, delivering clear, natural, and confident communication in the appropriate tone and format.

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From manual work to meaningful selling: How Agentic AI is transforming Dynamics 365 Sales

Agentic AI in Dynamics 365 Sales reduces manual CRM work by turning unstructured information into actionable insights, helping sellers capture data faster, explore pipeline trends with natural language, and focus more on meaningful selling.

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Agentic AI for inventory to deliver: From procurement to fulfillment

From procurement and production to fulfillment and customer satisfaction, inventory-to-deliver impacts every aspect of the supply chain.

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Agentic AI in retail: How Dynamics 365 powers Commerce Anywhere

Retail frontier firms don’t just digitize commerce, they operationalize intelligence.

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