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.
The post Better Collaboration, Better Care: All Consult Capabilities in Dynamics 365 Contact Center appeared first on Microsoft Dynamics 365 Blog.
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.
The post All Transfer Capabilities in Dynamics 365 Contact Center appeared first on Microsoft Dynamics 365 Blog.
Microsoft commissioned Forrester Consulting to evaluate the potential return on investment organizations may realize by deploying Business Central.
The post 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 appeared first on Microsoft Dynamics 365 Blog.
The promise of agentic service requires more than just automation; it demands a unified context and intelligence layer that travels with the work.
The post Microsoft named a Leader in The Forrester Wave™: Customer Service Solutions, Q1 2026 appeared first on Microsoft Dynamics 365 Blog.
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.
The post 2026 release wave 1 plans for Microsoft Dynamics 365, Microsoft Power Platform, and Copilot Studio offerings appeared first on Microsoft Dynamics 365 Blog.
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.
The post Support Parallel Processing for Archive Jobs in Dynamics 365 Finance and Operations appeared first on Microsoft Dynamics 365 Blog.
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.
The post Expanding global reach with Globalization Studio and new Türkiye localization in Dynamics 365 ERP appeared first on Microsoft Dynamics 365 Blog.
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.
The post Introducing Custom Voice for Dynamics 365 Contact Center appeared first on Microsoft Dynamics 365 Blog.
We're taking a significant step forward in bringing agentic business applications to life across Microsoft 365, Dynamics 365, and Microsoft Power Platform.
The post A new way of working is taking shape: Frontier Transformation appeared first on Microsoft Dynamics 365 Blog.
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.
The post Announcing Desktop Companion App (DCA) support for Dynamics 365 Contact Center Embedded in Third-Party CRMs appeared first on Microsoft Dynamics 365 Blog.
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.
The post Reimagining Secure Customer Interactions with Secure Consult & Transfer appeared first on Microsoft Dynamics 365 Blog.
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.
The post Building Smarter Observability for Agentic ERP World using Dynamics 365 appeared first on Microsoft Dynamics 365 Blog.
Enterprise resource planning decisions will shape how organizations operate, scale, and compete for years to come.
The post Forrester studies project more than 100% ROI for enterprises and 16-month payback for midmarket organizations using Dynamics 365 ERP appeared first on Microsoft Dynamics 365 Blog.
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.
The post Announcing End of Support for Dynamics 365 Project Service Automation (PSA) on the U.S. Government cloud appeared first on Microsoft Dynamics 365 Blog.
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.
Retail frontier firms don’t just digitize commerce, they operationalize intelligence.
The post Agentic AI in retail: How Dynamics 365 powers Commerce Anywhere appeared first on Microsoft Dynamics 365 Blog.