Protected: Simplifying License Management for Dynamics 365 Finance and Operations: Improved User License Validation

There is no excerpt because this is a protected post.

The post Protected: Simplifying License Management for Dynamics 365 Finance and Operations: Improved User License Validation appeared first on Microsoft Dynamics 365 Blog.

Create empathetic agents with HD voices in Dynamics 365 Contact Center

In today’s fast-paced digital world, customer experience is paramount. Businesses are constantly seeking innovative ways to engage with their customers and provide seamless, personalized interactions on self-service channels. One of the common challenges in customer interactions is the mismatch between customer sentiment and the voice agent’s response. This can lead to frustration and dissatisfaction, ultimately impacting customer loyalty. For instance, a […]

The post Create empathetic agents with HD voices in Dynamics 365 Contact Center appeared first on Microsoft Dynamics 365 Blog.

Understand your customers better with constrained speech recognition

In today’s voice-first world, it’s not enough for systems to simply hear what users say. They need to understand it with precision.  In high-stakes environments like healthcare, finance, or enterprise IT, voice interfaces must balance natural conversation with strict control over vocabulary and intent. Many organizations rely on voice AI agents to collect critical information. […]

The post Understand your customers better with constrained speech recognition  appeared first on Microsoft Dynamics 365 Blog.

Boost productivity with precision wrap-up timers in Dynamics 365

In modern contact centers, operational efficiency hinges on how quickly service representatives can transition between customer interactions. One often overlooked but critical phase is the wrap-up period—when service representatives finalize notes, update records, and prepare for the next engagement. Until now, wrap-up timers in Dynamics 365 Contact Center were limited to minute-level granularity. However, administrators were looking for more granular control to have a shorter wrap-up period after conversations.  Administrators can now configure wrap-up timers in […]

The post Boost productivity with precision wrap-up timers in Dynamics 365 appeared first on Microsoft Dynamics 365 Blog.

Go Beyond Offline: Introducing Online Mode for Field Service Mobile

We’re excited to introduce Online mode, a new capability that allows technicians to access live Dataverse data from the Offline-First application, giving users the best of both worlds: offline reliability and real-time access. 

The post Go Beyond Offline: Introducing Online Mode for Field Service Mobile  appeared first on Microsoft Dynamics 365 Blog.

Empowering frontier firms with the Case Management Agent

With the latest updates to the Case Management Agent (CMA) in Dynamics 365 Customer Service, Microsoft is helping organizations accelerate their evolution into frontier firms. These organizations lead by empowering AI agents to run entire business processes while humans set direction and monitor progress.   The July 2025 preview updates to CMA introduced powerful capabilities that […]

The post Empowering frontier firms with the Case Management Agent appeared first on Microsoft Dynamics 365 Blog.

Expanding SMS capabilities in Dynamics 365 Contact Center

We’re excited to announce two enhancements to Dynamics 365 Contact Center, powered by Azure Communication Services (ACS): SMS mobile numbers and SMS short codes. These capabilities significantly expand our global SMS footprint. Moreover, they provide businesses with more flexibility and control over how they engage with customers through real-time, two-way messaging.  SMS mobile numbers  With the introduction of SMS mobile numbers, ACS-based SMS in Contact […]

The post Expanding SMS capabilities in Dynamics 365 Contact Center  appeared first on Microsoft Dynamics 365 Blog.