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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