Increase customer satisfaction and agent productivity with unified routing

Customer service managers are constantly searching for more efficient ways to streamline management of incoming service requests, and the backbone of any customer service center operation is routing and assigning cases efficiently. Connecting customers to the agent most qualified to resolve their issue is a foundational element of improving customer satisfaction. Organizations typically use queue-basedRead more

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Accelerating business transformation with Dynamics 365 and Microsoft Power Platform

We have seen a breakthrough year for Microsoft Dynamics 365 and Microsoft Power Platform. Across industries and around the world, we're seeing companies leveraging Dynamics 365 to create impact faster, break down barriers, adapt to a rapidly changing environment, and innovate across their business. Dynamics 365 continues to grow quickly, with 45 percent revenue growthRead more

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Fraud trends part 4: balancing identity authentication with user experience

Identity authentication is a crucial part of any fraud protection and access management service. That is why Microsoft Dynamics 365 Fraud Protection and Microsoft Azure Active Directory work well together to provide customers a comprehensive authentication seamless access experience. In this blog of our fraud trend series, we explore how proper authentication prevents fraud andRead more

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Microsoft Dynamics 365 Marketing customer journey orchestration preview now available

All businesses operate in a competitive environment and customer experience (CX) is top of mind as we rise to today's challenges of finding ways to differentiate, delivering on business goals and meeting increasing customer demands. Customers expect great experiences from the companies they interact with and companies that deliver superior experiences build strong bonds withRead more

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Improve on-the-job guidance with Dynamics 365 Guides and Azure Object Anchors

As the pace of manufacturing accelerates to meet demands across global customers, organizations are struggling to rapidly train and upskill workers on factory lines and the production floor. In fact, up to 2.4 million U.S. manufacturing jobs could remain unfilled between 2018 and 2028 due to this challenge.1 Today we're introducing an exciting update toRead more

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Improved SLA timer control helps agents track KPIs

Dynamics 365 Customer Service 2021 release wave 1 includes a new, intuitive timer control that displays service-level agreement (SLA) milestones for service cases or any SLA-enabled entity. The new timer addresses key feedback that we received from our customers. The timer is optimized to display SLA metrics, and it supports the display of multiple SLARead more

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Live from Microsoft Business Applications Summit 2021: Moving forward faster, together

It's amazing how much change we've seen across the world in a year. One year ago, all of us were adapting to a world in lockdown. At today's Microsoft Business Applications Summit, the worldwide community comes together still dealing with the ongoing effects of the COVID-19 pandemic. Even as challenges continue to reverberate across industriesfromRead more

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