In an asynchronous chat setup, it’s common for service representatives to place conversations in a waiting state — For example, they are waiting for the customer to respond with additional details. Now, supervisors using Dynamics 365 Contact Center and Dynamics 365 Customer Service can easily monitor these waiting conversations With this enhancement, supervisors can now
Running an effective contact center requires real-time insights into key operational metrics. Dynamics 365 Customer Service introduces real-time analytics for record routing, a practical tool that helps supervisors monitor and manage contact center performance as it happens. By providing an up-to-date view of workloads, agent activity, and case progress, this feature ensures your team can
To power the next generation of omnichannel retail, we have modernized the Dynamics 365 Commerce POS with a new framework built on React and Fluent 2 Design. This modern framework goes beyond a visual refresh - it supports agentic experiences, extensibility, and accessibility compliance. React provides faster load times, smoother screen transitions, and a more responsive interface, especially on mobile and touch devices, making the experience more intuitive for store associates. The React-based framework sets the foundation for mobile experiences, which translates to a faster checkout resulting in sales conversion and better customer satisfaction.
Delivering timely, high-quality support requires more than skilled customer service representatives. It demands smart, real-time task assignment aligned with representatives’ availability. Shift-based routing in Dynamics 365 Contact Center introduces a powerful enhancement to unified routing by assigning customer interactions based on service representatives’ scheduled shifts. This ensures that tasks are only routed to representatives who are
In today’s fast-paced digital world, providing exceptional customer service is more important than ever. One of the latest innovations in this field is intent-based routing, a capability that leverages generative AI to enhance customer interactions and streamline contact center operations. What is intent-based routing? Intent-based routing (IBR) is a generative AI-powered capability that routes customer
We are introducing an important update to streamline and modernize how email templates are created and edited. As of May 23, 2025, we are deprecating the legacy email template rich text editor and enhanced email template editor and moving to a single, modern email template editor for all users. Change management can be challenging—especially when
Dynamics 365 Contact Center provides an intuitive solution enabling service representatives to request, track, and manage their leave seamlessly. This streamlined process offers representatives clear visibility into their leave status, helping managers balance workforce coverage while accommodating employee preferences.
Dynamics 365 Contact Center provides a user-friendly Schedule Calendar for service reps, allowing them to easily view shifts, breaks, training sessions, and other scheduled activities—all from one convenient location.
Managing workforce availability efficiently is essential for delivering consistent and high-quality customer service. A well-structured shift planning and scheduling process ensures service representatives are assigned to the right shifts at the right time. This helps businesses maintain optimal service levels while balancing service representative workload. By defining shift structures, aligning staffing with demand, and ensuring
In today’s fast-paced service landscape, ensuring the right number of service representatives are available at the right time is critical to maintaining efficiency and delivering exceptional customer experiences. Capacity planning in Dynamics 365 Contact Center empowers organizations to align workforce availability with service demand by providing accurate staffing forecasts. By leveraging historical data and advanced
With the public preview of the Dynamics 365 Human Resources Recruiting add-on, IT administrators can now empower HR teams with a modern recruiting experience—built on Microsoft’s Power Platform and enhanced by AI and Microsoft 365 integration.
Based on customer feedback and a focus on optimizing HR processes, we’re excited to introduce four enhancements in Dynamics 365 Human Resources. We designed these updates to streamline compensation management, improve benefits processing performance, and empower employees with more self-service capabilities.
Dynamics 365 Contact Center now includes advanced forecasting capabilities that enable organizations to predict case and conversation volumes with precision. By analyzing historical trends and applying AI-driven insights, businesses can anticipate customer demand, optimize resource allocation, and enhance service delivery.
