Answering machine detection, SIP call outcomes, and predictive dialing are now available for proactive voice scenarios.
The post Announcing General Availability of Proactive Voice Enhancements in Dynamics 365 Contact Center appeared first on Microsoft Dynamics 365 Blog.
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.
The post The Key Facets of AI Evaluation in the Contact Center appeared first on Microsoft Dynamics 365 Blog.
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.
The post General Availability of Quality Evaluation Agent’s conversation capabilities appeared first on Microsoft Dynamics 365 Blog.
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.
The post Measuring What Matters: Redefining Excellence for AI Agents in the Contact Center appeared first on Microsoft Dynamics 365 Blog.
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.
The post Evaluating AI Agents in Contact Centers: Introducing the Multi-modal Agents Score appeared first on Microsoft Dynamics 365 Blog.
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.
The post From manual work to meaningful selling: How Agentic AI is transforming Dynamics 365 Sales appeared first on Microsoft Dynamics 365 Blog.
From procurement and production to fulfillment and customer satisfaction, inventory-to-deliver impacts every aspect of the supply chain.
The post Agentic AI for inventory to deliver: From procurement to fulfillment appeared first on Microsoft Dynamics 365 Blog.
